OUTSOURCING AND OFFSHORING BUSINESS SERVICES

✍ Scribed by WILLCOCKS, LESLIE

• Publisher: SPRINGER INTERNATIONAL PU
• Year: 2017
• Tongue: English
• Leaves: 656
• Edition: 1st ed.
• Category: Library

✦ Synopsis

Bringing together theoretical and empirical studies from the Journal of Information Technology, this book provides a definitive guide to research discovered on the growing global sourcing phenomenon. Paying particular attention to Information Technology Outsourcing (ITO) and Business Process Outsourcing (BPO), theoretical chapters explore insightful ways of thinking about the different facets of outsourcing, and provide useful information to practitioners and researchers. Empirical chapters report the findings of 405 major research studies into the risks and successes of relationships between customer and vendor, the development of trust in these relationships, the factors affecting locations for offshoring, and specialized offshoring organizations such as captive centres. In this comprehensive study, the editors present an expert review of the historical development of this field, and offer analysis of emerging findings and practices for the future. Read more...

Abstract: Bringing together theoretical and empirical studies from the Journal of Information Technology, this book provides a definitive guide to research discovered on the growing global sourcing phenomenon. Paying particular attention to Information Technology Outsourcing (ITO) and Business Process Outsourcing (BPO), theoretical chapters explore insightful ways of thinking about the different facets of outsourcing, and provide useful information to practitioners and researchers. Empirical chapters report the findings of 405 major research studies into the risks and successes of relationships between customer and vendor, the development of trust in these relationships, the factors affecting locations for offshoring, and specialized offshoring organizations such as captive centres. In this comprehensive study, the editors present an expert review of the historical development of this field, and offer analysis of emerging findings and practices for the future

✦ Table of Contents

Front Matter ....Pages i-xiv
Introduction (Leslie P. Willcocks, Mary C. Lacity, Chris Sauer)....Pages 1-22
Front Matter ....Pages 23-23
Theoretical Perspectives on the Outsourcing of Information Systems (Myun J. Creon, Varun Grover, James T.C. Teng)....Pages 25-52
The Information Technology Outsourcing Risk: A Transaction Cost and Agency Theory-Based Perspective (Bouchaib Bahli, Suzanne Rivard)....Pages 53-77
Moments of Governance in IS Outsourcing: Conceptualizing Effects of Contracts on Value Capture and Creation (Shaila M. Miranda, C. Bruce Kavan)....Pages 79-126
Front Matter ....Pages 127-127
Norm Development in Outsourcing Relationships (Thomas Kern, Keith Blois)....Pages 129-151
Organizational Design of IT Supplier Relationship Management: A Multiple Case Study of Five Client Companies (Jasmin Kaiser, Peter Buxmann)....Pages 153-195
How Do IT Outsourcing Vendors Respond to Shocks in Client Demand? A Resource Dependence Perspective (Fang Su, Ji-Ye Mao, Sirkka L Jarvenpaa)....Pages 197-238
Operational Capabilities Development in Mediated Offshore Software Services Models (Sirkka L. Jarvenpaa, Ji-Ye Mao)....Pages 239-279
A Dynamic Model of Offshore Software Development (Jason Dedrick, Erran Carmel, Kenneth L. Kraemer)....Pages 281-320
Anxiety and Psychological Security in Offshoring Relationships: The Role and Development of Trust as Emotional Commitment (Séamas Kelly, Camilla Noonan)....Pages 321-366
Cross-cultural (Mis)Communication in IS Offshoring: Understanding Through Conversation Analysis (David Avison, Peter Banks)....Pages 367-412
Applying Multiple Perspectives to the BPO Decision: A Case Study of Call Centres in Australia (Mark Borman)....Pages 413-454
A Historical Review of the Information Technology and Business Process Captive Centre Sector (Ilan Oshri, Bob van Uhm)....Pages 455-497
Review of the Empirical Business Services Sourcing Literature: An Update and Future Directions (Mary C. Lacity, Shaji A. Khan, Aihua Yan)....Pages 499-651

✦ Subjects

Business;Customer relations -- Management;Management information systems;Call centers