Appendix F: Index

10-point scale

Introduction: 3, 4, 4.1.2, 4.3.1, 4.5.1; Part 1: 4; Part 2: 1, 2, 4; Part 4: 1.1.1, 5

Active

Introduction; Part 1; Part 2; Part 4; Part 5; Part 6

Agent

Introduction; Part 1; Part 2; Part 3; Part 4; Part 5; Part 6

Agentic AI outsourcing

Introduction: 3, 4, 4.3.1, 4.7.5; Part 1: 1, 1.2, 1.2.2, 5.1, 5.1.5, 5.1.6, 5.2.2; Part 2: 4.2.2, 4.2.3, 4.2.4, 4.6.3; Part 4: 1.3, 1.3.2, 2.1.4, 2.1.5; Part 6: 1, 2.1

AI technology

Introduction: 3; Part 1: 4; Part 2: 1, 1.1, 5, 5.2.2, 5.3, 5.3.2, 5.6, 5.6.2, 6.8.2; Part 5: 3.4

Anecdote strength

Introduction: 4.1.1; Part 2: 3.5.4, 4.5.2, 4.8.1, 5.3.3, 5.5.3, 6.6.1, 6.7.4; Part 3: 5.1; Part 4: 1.2.1, 1.3.2, 1.4.2, 4.3.3, 4.4.1, 4.4.2; Part 5: 7.3.1

Base

Introduction; Part 1; Part 2; Part 3; Part 4; Part 5; Part 6

Build-Out

Introduction: 4.1.3; Part 1: 1, 1.1, 1.1.2, 1.1.3, 1.1.4, 1.2.1; Part 2: 1.1, 2.1.4, 3, 3.4.3; Part 4: 5.1; Part 5: 1.2.1

Canceled

Introduction; Part 1; Part 2; Part 4; Part 5

Canceled or at risk

Part 1

Cancellation likelihood

Introduction: 4.4.1, 4.4.2; Part 1: 2, 2.2, 2.2.1

Cancellation rate

Introduction; Part 1; Part 2; Part 4; Part 5

Chi-square test

Introduction: 4.7.3

Class of work

Part 1: 2.1.1, 5, 5.3, 5.3.2, 5.6.1

Clean estimate

Introduction: 4.2.5, 4.5.3, 4.7.1, 4.8.3

Cluster bootstrap

Part 1; Part 2; Part 4

Co-management

Introduction: 3; Part 1: 4; Part 2: 1, 1.1, 2.6, 3, 3.2.2, 3.5.4, 5; Part 3: 1, 1.2; Part 6: 1, 1.2, 2, 2.3, 2.4, 2.5

Companion analysis

Introduction: 4, 4.7, 4.8.1, 4.8.2; Part 1: 5.3.4

Confidence interval

Introduction: 4.7.1

Customer management executive

Part 4: 1.1.1

Customer satisfaction

Introduction; Part 1; Part 2; Part 4; Part 5

Delivery team

Introduction; Part 1; Part 2; Part 3; Part 4; Part 5; Part 6

Delivery workforce

Introduction: 3; Part 1: 5.6; Part 2: 4.5; Part 4: 1, 1.2.1

Descriptive contrast

Introduction: 4.2.5, 4.7.1

Design effect

Appendix A only

Detection floor

Appendix A only

Did not hold

Introduction: 4.2.5, 4.3.3, 4.7.2; Part 1: 1.1.4, 5, 5.2.1, 5.6.2; Part 5: 4.1.1

Distressed

Introduction; Part 1; Part 2; Part 3; Part 4; Part 5; Part 6

Effective sample size

Appendix A only

Emotional state

Part 4: 5.4

Engagement

Introduction; Part 1; Part 2; Part 3; Part 4; Part 5; Part 6

Engagement attribute

Appendix A only

Engagement indicator mean

Introduction; Part 1; Part 2; Part 4; Part 5

Engagement level

Introduction: 4.5.2; Part 1: 5.4.3, 5.6.2; Part 2: 4.2.4, 5.2.1, 5.8.2; Part 4: 1, 1.5.2, 1.5.3; Part 5: 1.1.1, 4.1, 4.1.1, 4.1.3

Engagement manager

Part 1; Part 2; Part 3; Part 4; Part 5

Equivalence bound

Introduction: 4.7.2

Equivalence test

Appendix A only

Failure category

Part 1: 4.1; Part 2: 1, 1.1; Part 5: 3.4; Part 6: 1

False discovery rate

Introduction: 4.7.1; Part 1: 4.3.1

Favorable-direction conversion

Introduction: 4, 4.3, 4.3.1, 4.3.2, 4.4.1, 4.8.3; Part 1: 2.2.1, 3, 3.2, 3.2.3; Part 4: 5.1, 5.1.1, 5.1.2, 5.2, 5.2.1, 5.2.2; Part 5: 1.4.2, 1.4.3, 7, 7.3

Financial institution

Introduction; Part 1; Part 2; Part 3; Part 4; Part 5; Part 6

Financial institution disclosure

Introduction: 4.6.3

Financial institution readiness

Introduction: 3, 4.2.3; Part 1: 4; Part 2: 1, 1.1, 2, 2.3.1, 2.6.1, 5; Part 3: 1; Part 5: 1.1, 3.4; Part 6: 1, 1.1

Financial institution staff

Introduction: 3; Part 2: 2, 2.4.2; Part 6: 2

Four core study measures

Introduction; Part 1; Part 2; Part 4

Held

Introduction; Part 1; Part 2; Part 3; Part 4; Part 5; Part 6

High risk

Introduction: 4.4.2

Holm correction

Part 1: 2.1.1, 5.6.1; Part 2: 3.1.3, 3.3.1; Part 5: 4.1.1, 4.1.2, 4.1.3

Inconclusive null

Introduction: 4.7.2

Indicator

Introduction; Part 1; Part 2; Part 3; Part 4; Part 5

Indicator class

Appendix A only

Indicator quintile

Part 1: 4.2.2; Part 5: 2.3

Indicators distressed

Introduction: 4.3.2, 4.5, 4.5.5

Individual contributor

Part 1; Part 2; Part 3; Part 4; Part 5

Intent to leave

Introduction; Part 1; Part 2; Part 4; Part 5; Part 6

Internal disclosure

Introduction: 4.6.3; Part 5: 4, 4.1, 4.1.1, 4.1.2, 4.1.3

Intraclass correlation (ICC)

Appendix A only

Leave-one-out

Introduction: 4.5.1

Manual alteration

Introduction; Part 1; Part 2; Part 3; Part 4; Part 5; Part 6

Manual alteration of AI outputs

Introduction: 3, 4.6.1; Part 3: 2.3; Part 5: 1, 1.3.1

Manual alteration of financial institution processes

Introduction: 3, 4.6.1; Part 5: 1, 1.2.1

Manual alteration of financial-institution-provided data

Introduction: 3, 4.6.1; Part 2: 2.1, 2.1.4; Part 5: 1.1.1

Measured return

Introduction: 3, 4.5, 4.5.5; Part 1: 3, 3.3, 3.3.1

Model provider

Introduction: 4.2.1; Part 2: 6.6, 6.6.2, 6.6.3, 6.8.1; Part 6: 1.4

Moderate risk

Introduction: 4.4.2

Non-answer

Appendix A only

Null equivalent to zero

Introduction: 4.7.2

Outsourcing model

Introduction: 4.1.2, 4.7.3, 4.7.5, 4.7.6; Part 1: 2, 2.1.1, 5, 5.3, 5.3.1; Part 5: 1.2.1

p value

Introduction: 4.7

Partial test

Introduction: 4.7.1

Pearson's r

Introduction: 4.7.1

Perceived fact

Introduction: 4.3.3

Portfolio director

Part 1; Part 2; Part 3; Part 4; Part 5

Primary and secondary response

Appendix A only

Process family

Introduction: 4.1.3, 4.7.6; Part 1: 2.1.1, 5, 5.3, 5.3.3, 5.6.1, 5.6.3; Part 2: 3.1.3, 3.3.1

Production

Introduction; Part 1; Part 2; Part 3; Part 4; Part 6

Question without a favorable end

Appendix A only

Rated indicator

Part 2: 3.5; Part 4: 1.4

Rating

Introduction; Part 1; Part 2; Part 4; Part 5

Reported experience

Introduction: 4, 4.2; Part 1: 1; Part 3

Reporting alteration

Introduction: 3, 4.6.1, 4.6.2; Part 5: 1.4, 1.4.3; Part 6: 1.3

Respondent

Introduction; Part 1; Part 2; Part 4; Part 5; Part 6

Respondent level

Introduction: 4.5.4; Part 1: 5.4.3; Part 4: 1.1, 1.1.1, 1.2, 1.2.1, 1.2.2, 1.2.3, 1.3.1, 1.3.2; Part 5: 2.3

Robustness check

Introduction: 4.8.2; Part 1: 2.1.1, 3.2; Part 2: 3.1.2, 3.2.2, 3.3.3, 3.4, 4.4, 5.5, 5.6.2, 6.4, 6.5, 6.6, 6.7.1; Part 4: 1.3.1, 1.3.2, 1.5.3, 2; Part 5: 1.1.2, 1.2.1, 1.3.1

Sentiment score

Introduction: 4.1.2, 4.7.6

Spearman's rho

Appendix A only

Structured answers

Introduction: 4.1.2, 4.8.1

Study norm

Appendix A only

Study set

Introduction: 4.1, 4.1.2, 4.2.1, 4.3.2, 4.5.1, 4.5.2, 4.5.5, 4.7.1, 4.7.2; Part 1: 1, 1.2, 2, 2.1.1, 3.1, 3.3, 4, 4.2, 5.3, 5.3.4; Part 2: 1, 1.1; Part 3; Part 4: 5.1; Part 5: 7

The two firms

Part 1: 5.2, 5.2.2; Part 2: 1, 1.1, 3, 3.1, 3.1.1, 3.1.2, 3.1.4, 3.2, 3.2.1, 3.2.2, 3.2.3, 3.2.4, 3.3, 3.3.3, 3.4, 3.4.1, 3.5.1, 3.5.2, 5, 5.6, 5.6.1, 5.8, 6.8.2; Part 3: 1, 2, 2.1, 2.2; Part 6: 1, 1.2, 2.4

Theme

Introduction: 4.8.3

Thin base

Introduction: 4.1.1

Third-party ecosystem

Introduction: 3; Part 1: 4; Part 2: 1, 1.1, 6, 6.1.1, 6.1.2, 6.2.1, 6.2.2, 6.3.1, 6.3.2, 6.4.1, 6.4.2, 6.5.1, 6.5.2, 6.5.3, 6.6.2, 6.6.3, 6.7.1, 6.7.2, 6.7.3, 6.7.4, 6.8.1, 6.8.2; Part 5: 1.5; Part 6: 2.3, 2.4

Third-party provider

Introduction: 4.2.1; Part 2: 6.4, 6.4.1, 6.5.3; Part 6: 1.4

Third-party work done by hand

Introduction: 3, 4.6.1; Part 2: 6; Part 5: 1.5

Transition/Cut-Over

Introduction: 4.1.3; Part 1: 1, 1.1, 1.1.4, 1.2.1; Part 2: 1.1; Part 4: 5.1; Part 5: 1.1.1, 1.3.1

Type of financial institution

Introduction: 4.1.2, 4.1.3, 4.7.3, 4.7.5; Part 1: 2, 2.1.1, 5, 5.1.1, 5.6.3

Unfavorable-direction indicator

Appendix A only

Vendor

Introduction; Part 1; Part 2; Part 3; Part 4; Part 5; Part 6

Vendor capability

Introduction: 3; Part 1: 4; Part 2: 1, 1.1, 4, 4.2.2, 4.3, 4.3.2, 4.5.3, 4.5.5, 5; Part 6: 2

Vendor type

Introduction: 4.7.3; Part 1: 5, 5.5.1, 5.5.2; Part 4: 1.5.2, 1.5.3

Welch's analysis of variance

Introduction: 4.7.3

Written answers

Introduction: 4.1.2, 4.6.1, 4.6.2, 4.7.6, 4.8.1; Part 2: 6; Part 4: 3, 3.4; Part 5: 1, 1.4, 1.5, 3.4, 4.2, 5, 5.1, 6.2; Part 6: 1.3, 1.6

Written response

Introduction: 4.1.2, 4.2, 4.7.6; Part 1: 1.1.4, 1.2.2, 3.2.4, 5.1.4, 5.3.1; Part 2: 2.5.1, 2.7.1, 3.1.1, 3.1.3, 4.1.1, 4.2.3, 4.5.3, 5.2.3, 5.4.2, 5.8.3, 6.1.1, 6.2.1, 6.5.1, 6.8.1; Part 4: 1.2.3, 2.1.1, 2.1.2, 2.1.4, 3.1.1, 3.2.1, 3.2.2, 4.2.2, 5.3, 5.3.3