Outsourcing and Offshoring Business Services

Leslie P. Willcocks, Mary C. Lacity, Chris Sauer (Herausgeber)

Buch | Hardcover

XIV, 651 Seiten

2017 | 1st ed. 2017
Springer International Publishing (Verlag)
978-3-319-52650-8 (ISBN)

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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.

Leslie P. Willcocks is Professor of Technology, Work, and Globalisation at the Department of Management, London School of Economics and Political Science, UK. He is Joint Editor-in-Chief of the Journal of Information Technology. Mary C. Lacity is Curators' Distinguished Professor of Information Systems and an International Business Fellow at the University of Missouri-St. Louis, US. She is a member of the International Advisory Board of the Journal of Information Technology. Chris Sauer is Senior Tutor at Green Templeton College, University of Oxford, UK. He is Joint Editor-in-Chief of the Journal of Information Technology.

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 outsourcingvendors 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.

Erscheinungsdatum	22.08.2017
Zusatzinfo	XIV, 651 p. 54 illus.
Verlagsort	Cham
Sprache	englisch
Maße	148 x 210 mm
Themenwelt	Mathematik / Informatik ► Informatik ► Software Entwicklung
	Mathematik / Informatik ► Mathematik ► Finanz- / Wirtschaftsmathematik
	Wirtschaft ► Betriebswirtschaft / Management ► Marketing / Vertrieb
Schlagworte	business and management • business applications • Business Information Systems • Business IT Infrastructure • Business mathematics and systems • Call Center • Call Center/Customer Service • Customer Relationship Management • Customer Services • Information Technology • operations • resource • Software • Software Management • Systems
ISBN-10	3-319-52650-2 / 3319526502
ISBN-13	978-3-319-52650-8 / 9783319526508
Zustand	Neuware