Outsourcing and offshoring business services

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 Outsour...

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Bibliographic Details
Other Authors Willcocks, Leslie (Editor), Lacity, Mary Cecelia (Editor), Sauer, Chris (Editor)
Format Electronic eBook
LanguageEnglish
Published Cham, Switzerland : Palgrave Macmillan, 2017.
Subjects
Business.
Customer relations > Management.
Management information systems.
Call centers.
elektronické knihy
electronic books
Online AccessFull text
ISBN9783319526515
9783319526508
Physical Description1 online resource

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Table of Contents:
  • Chapter 1. Introduction; Leslie P. Willcocks, Mary C. Lacity and Chris Sauer
  • Part I. Theoretical Perspectives
  • Chapter 2. Theoretical perspectives on the outsourcing of information systems; Myun J. Cheon, Varun Grover, James Teng
  • Chapter 3. The information technology outsourcing risk: a transaction cost and agency-theory based perspective; Bouchaib Bahli and Suzanne Rivard
  • Chapter 4: Moments of governance in IS outsourcing: conceptualizing effects of contracts on value capture and creation; Shaila M Miranda, C. Bruce Kavan
  • Part II. From Outsourcing to Offshoring and Business Process Outsourcing
  • Chapter 5. Norm development in outsourcing relationships; Thomas Kern and Keith Blois
  • Chapter 6. Organizational design of IT supplier relationship management: a multiple case study of five client companies; Jasmin Kaiser, Peter Buxmann
  • Chapter 7: How do IT outsourcing vendors respond to shocks in client demand? A resource dependence perspective; Fang Sui, Ji-Ye Mao, Sirrka Jarvenpaa
  • Chapter 8. Operational capabilities development in mediated offshore software services models; Sirkka L Jarvenpaa, Ji-Ye Mao
  • Chapter 9. A Dynamic Model of Offshore Software Development; Jason Dedrick, Erran Carmel, Kenneth L Kraemer
  • Chapter 10. Anxiety and psychological security in offshoring relationships: the role and development of trust as emotional commitment; Seamas Kelly, Camilla Noonan
  • Chapter 11. Cross-cultural (mis)communication in IS offshoring: understanding through conversation analysis; David Avison, Peter Banks
  • Chapter 12. Applying multiple perspectives to the BPO decision: a case study of call centres in Australia; Mark Borman
  • Chapter 13. A historical review of the information technology and business process captive centre sector; Ilan Oshri and Bob van Uhm
  • Chapter 14. Review of the Empirical Business Services Sourcing Literature: an update and future directions; Mary C. Lacity, Shaji Khan, Aihua Yan.

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