Opaque indifference, trust and service provider success in offshore business process outsourcing
Business Process Outsourcing (BPO) is the delegation of one or more business processes to an external service provider (which may be 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 offshor...
| Main Authors: | , , , |
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| Other Authors: | |
| Format: | Conference Paper |
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ACIS
2011
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| Subjects: | |
| Online Access: | http://aisel.aisnet.org/acis2011/18/ http://hdl.handle.net/20.500.11937/29001 |
| _version_ | 1848752686646689792 |
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| author | Wreford, John Penter, Kevan Pervan, Graham Davidson, Fay |
| author2 | Deborah Bunker |
| author_facet | Deborah Bunker 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 (which may be 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, and there has been little research on captive centres or the satisfaction of the end customer. This paper introduces the new concept of “opaque indifference” (where the end-user is indifferent to where or by whom the service is provided) and its association with customer satisfaction and BPO success. A model incorporating these concepts is introduced and investigated via four in-depth longitudinal case studies. |
| first_indexed | 2025-11-14T08:12:34Z |
| format | Conference Paper |
| id | curtin-20.500.11937-29001 |
| institution | Curtin University Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-14T08:12:34Z |
| publishDate | 2011 |
| publisher | ACIS |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | curtin-20.500.11937-290012023-01-27T05:52:08Z Opaque indifference, trust and service provider success in offshore business process outsourcing Wreford, John Penter, Kevan Pervan, Graham Davidson, Fay Deborah Bunker Linda Dawson Marta Indulska Philip Seltsikas 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 (which may be 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, and there has been little research on captive centres or the satisfaction of the end customer. This paper introduces the new concept of “opaque indifference” (where the end-user is indifferent to where or by whom the service is provided) and its association with customer satisfaction and BPO success. A model incorporating these concepts is introduced and investigated via four in-depth longitudinal case studies. 2011 Conference Paper http://hdl.handle.net/20.500.11937/29001 http://aisel.aisnet.org/acis2011/18/ ACIS restricted |
| spellingShingle | Trust Business Process Outsourcing Offshoring Opaque Indifference Wreford, John Penter, Kevan Pervan, Graham Davidson, Fay Opaque indifference, trust and service provider success in offshore business process outsourcing |
| title | Opaque indifference, trust and service provider success in offshore business process outsourcing |
| title_full | Opaque indifference, trust and service provider success in offshore business process outsourcing |
| title_fullStr | Opaque indifference, trust and service provider success in offshore business process outsourcing |
| title_full_unstemmed | Opaque indifference, trust and service provider success in offshore business process outsourcing |
| title_short | Opaque indifference, trust and service provider success in offshore business process outsourcing |
| title_sort | opaque indifference, trust and service provider success in offshore business process outsourcing |
| topic | Trust Business Process Outsourcing Offshoring Opaque Indifference |
| url | http://aisel.aisnet.org/acis2011/18/ http://hdl.handle.net/20.500.11937/29001 |