This paper identifies and analyses firm-level characteristics that facilitate onshore and offshore business process outsourcing (BPO). We complement and extend prior IS outsourcing research using organizational economics by using organizational learning and capabilities to develop a conceptual...

Information technology (IT) plays a vital role in customer relationship management (CRM), because CRM processes include the collection and analysis of customer information, firms use technology tools to interact with customers, and IT created the conditions under which firms can offshore CRM...

Despite the increasing use of onshore and offshore business process outsourcing (BPO), a comprehensive literature review [Lacity et al. 2011] finds there has been limited empirical research on BPO outcomes. This paper responds to the call for research by developing and testing a conceptual model...

How does information technology (IT) enable firms to globalize their operations and achieve higher foreign profits? We use archival data for multinational firms publicly-traded in the United States for the years 1999 – 2006, and find indirect evidence for the role of IT to help firms achieve...

What is the role of information technology (IT) in enabling the outsourcing of manufacturing plant production processes? Do plant strategies influence production outsourcing? Does production process outsourcing influence plant performance? This research addresses these questions by investigating...

The past decade has witnessed explosive growth in the segment of information technology (IT) professionals who work in the offshore business process outsourcing (BPO) industry. BPO positions are highly regimented and standardized with coercive and normative controls to deter employees from...