Seeking Opaque Indifference in Offshore BPO
Business Process Outsourcing (BPO) is the delegation of one or more business processes to an external service provider (an offshore captive centre or a third party). The focus of most BPO research has been the cost reductions delivered by third party providers of BPO services in offshore locations i...
| Main Authors: | , , , |
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| Format: | Book Chapter |
| Published: |
Springer
2012
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| Online Access: | http://hdl.handle.net/20.500.11937/19491 |
| _version_ | 1848750048168378368 |
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| author | Wreford, John Penter, Kevan Pervan, Graham Davidson, Fay |
| author_facet | Wreford, John Penter, Kevan Pervan, Graham Davidson, Fay |
| author_sort | Wreford, John |
| building | Curtin Institutional Repository |
| collection | Online Access |
| description | Business Process Outsourcing (BPO) is the delegation of one or more business processes to an external service provider (an offshore captive centre or a third party). The focus of most BPO research has been the cost reductions delivered by third party providers of BPO services in offshore locations in India, Eastern Europe and elsewhere. There has been little research on captive centres or the satisfaction of the end customer. This paper introduces the concept of “opaque indifference” which is OBPO delivered in a manner where the end customer is either unaware of or indifferent to the location of the service. It is important to the end customer in the OBPO environment and has a significant relationship with trust in the provider and the technology infrastructure. The overall research goal is to investigate the factors that support opaque indifference in OBPO. |
| first_indexed | 2025-11-14T07:30:38Z |
| format | Book Chapter |
| id | curtin-20.500.11937-19491 |
| institution | Curtin University Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-14T07:30:38Z |
| publishDate | 2012 |
| publisher | Springer |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | curtin-20.500.11937-194912017-01-30T12:14:07Z Seeking Opaque Indifference in Offshore BPO Wreford, John Penter, Kevan Pervan, Graham Davidson, Fay Trust Business Process Outsourcing Offshoring Opaque Indifference Business Process Outsourcing (BPO) is the delegation of one or more business processes to an external service provider (an offshore captive centre or a third party). The focus of most BPO research has been the cost reductions delivered by third party providers of BPO services in offshore locations in India, Eastern Europe and elsewhere. There has been little research on captive centres or the satisfaction of the end customer. This paper introduces the concept of “opaque indifference” which is OBPO delivered in a manner where the end customer is either unaware of or indifferent to the location of the service. It is important to the end customer in the OBPO environment and has a significant relationship with trust in the provider and the technology infrastructure. The overall research goal is to investigate the factors that support opaque indifference in OBPO. 2012 Book Chapter http://hdl.handle.net/20.500.11937/19491 Springer restricted |
| spellingShingle | Trust Business Process Outsourcing Offshoring Opaque Indifference Wreford, John Penter, Kevan Pervan, Graham Davidson, Fay Seeking Opaque Indifference in Offshore BPO |
| title | Seeking Opaque Indifference in Offshore BPO |
| title_full | Seeking Opaque Indifference in Offshore BPO |
| title_fullStr | Seeking Opaque Indifference in Offshore BPO |
| title_full_unstemmed | Seeking Opaque Indifference in Offshore BPO |
| title_short | Seeking Opaque Indifference in Offshore BPO |
| title_sort | seeking opaque indifference in offshore bpo |
| topic | Trust Business Process Outsourcing Offshoring Opaque Indifference |
| url | http://hdl.handle.net/20.500.11937/19491 |