McIvor, Ronan; Humphreys, Paul; McKittrick, Alan; Wall, Tony - In: International Journal of Operations & Production Management 29 (2009) 10, pp. 1025-1048
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...