Kalaignanam, Kartik; Kushwaha, Tarun; Steenkamp, … - In: Management Science 59 (2013) 3, pp. 748-769
research has shown that outsourcing of back-office IS generally has a positive effect on shareholder value of the outsourcing … firm. Much less is known about the performance implications of outsourcing of another important IS function, namely, front … tasks. Previous, largely anecdotal evidence shows that the performance implications of outsourcing CRM range from very …