Purpose – The purpose of this paper is to assess the applicability of a number of performance management techniques in the outsourcing process, in a business services context. Design/methodology/approach – Using a structured outsourcing framework, performance management techniques are...

Purpose – Although outsourcing has emerged as a key business practice in global supply chain management it has not always been successfully adopted. Since the reasons for outsourcing success and failure are underexplored this research aims to investigate the role of contractual completeness...

Purpose The purpose of this paper is to develop a framework that incorporates both firm- and process-level factors for understanding location distance choice in the business process outsourcing (BPO) decision. Design/methodology/approach The research involved undertaking in-depth case study...