Zheng, Songyue; Wang, Qiang - In: Industrial Management & Data Systems 117 (2017) 6, pp. 1058-1076
Purpose IT-enabled service offshoring has become a vital and widespread practice for firms seeking to realize various advantages. However, many firms suffer from “hidden costs” (the discrepancies between the expected and actual costs of offshoring), and these firms often find a disappointing...