Over the last number of years, outsourcing has become an important issue for many organisations. The potential for outsourcing has moved from peripheral activities such as cleaning and catering to critical activities such as design and manufacturing. However, there is evidence to suggest that...

The aim of this research is to identify the drivers and processes that can influence the outsourcing process in the telecommunications industry. The research focuses on a telecommunications equipment manufacturer that has outsourced a range of activities to suppliers including assembly...

Purpose – The purpose of this article is to examine how electronic commerce can fundamentally change the inter‐organisational processes at the interface between the buyer and supplier. Design/methodology/approach – First, an overview is provided of the evolution of B2B commerce and the...

Purpose – This paper aims to investigate how to improve business service quality (BSQ) in an e‐commerce environment. It also serves as a basis for developing a BSQ measurement instrument in an e‐commerce environment. Design/methodology/approach – The paper examines BSQ along four...