LEADER 05327nam 22006735 450 001 9910254905103321 005 20240324161230.0 010 $a9783319526515 010 $a3319526510 024 7 $a10.1007/978-3-319-52651-5 035 $a(CKB)4340000000061761 035 $a(DE-He213)978-3-319-52651-5 035 $a(MiAaPQ)EBC4925447 035 $a(PPN)222237635 035 $a(Perlego)3497139 035 $a(EXLCZ)994340000000061761 100 $a20170725d2017 u| 0 101 0 $aeng 135 $aurnn|008mamaa 181 $ctxt$2rdacontent 182 $cc$2rdamedia 183 $acr$2rdacarrier 200 10$aOutsourcing and Offshoring Business Services /$fedited by Leslie P. Willcocks, Mary C. Lacity, Chris Sauer 205 $a1st ed. 2017. 210 1$aCham :$cSpringer International Publishing :$cImprint: Palgrave Macmillan,$d2017. 215 $a1 online resource (XIV, 651 p. 54 illus.) 311 08$a9783319526508 311 08$a3319526502 320 $aIncludes bibliographical references at the end of each chapters. 327 $aChapter 1. Introduction; Leslie P. Willcocks, Mary C. Lacity and Chris Sauer -- Part I. Theoretical Perspectives -- Chapter 2. Theoretical perspectives on the outsourcing of information systems; Myun J. Cheon, Varun Grover, James Teng -- Chapter 3. The information technology outsourcing risk: a transaction cost and agency-theory based perspective; Bouchaib Bahli and Suzanne Rivard -- Chapter 4: Moments of governance in IS outsourcing: conceptualizing effects of contracts on value capture and creation; Shaila M Miranda, C. Bruce Kavan -- Part II. From Outsourcing to Offshoring and Business Process Outsourcing -- Chapter 5. Norm development in outsourcing relationships; Thomas Kern and Keith Blois -- Chapter 6. Organizational design of IT supplier relationship management: a multiple case study of five client companies; Jasmin Kaiser, Peter Buxmann -- Chapter 7: How do IT outsourcingvendors respond to shocks in client demand? A resource dependence perspective; Fang Sui, Ji-Ye Mao, Sirrka Jarvenpaa -- Chapter 8. Operational capabilities development in mediated offshore software services models; Sirkka L Jarvenpaa, Ji-Ye Mao -- Chapter 9. A Dynamic Model of Offshore Software Development; Jason Dedrick, Erran Carmel, Kenneth L Kraemer -- Chapter 10. Anxiety and psychological security in offshoring relationships: the role and development of trust as emotional commitment; Seamas Kelly, Camilla Noonan -- Chapter 11. Cross-cultural (mis)communication in IS offshoring: understanding through conversation analysis; David Avison, Peter Banks -- Chapter 12. Applying multiple perspectives to the BPO decision: a case study of call centres in Australia; Mark Borman -- Chapter 13. A historical review of the information technology and business process captive centre sector; Ilan Oshri and Bob van Uhm -- Chapter 14. Review of the Empirical Business Services Sourcing Literature: an update and future directions; Mary C. Lacity, Shaji Khan, Aihua Yan. . 330 $aBringing together theoretical and empirical studies from the Journal of Information Technology, this book provides a definitive guide to research discovered on the growing global sourcing phenomenon. Paying particular attention to Information Technology Outsourcing (ITO) and Business Process Outsourcing (BPO), theoretical chapters explore insightful ways of thinking about the different facets of outsourcing, and provide useful information to practitioners and researchers. Empirical chapters report the findings of 405 major research studies into the risks and successes of relationships between customer and vendor, the development of trust in these relationships, the factors affecting locations for offshoring, and specialized offshoring organizations such as captive centres. In this comprehensive study, the editors present an expert review of the historical development of this field, and offer analysis of emerging findings and practices for the future. 606 $aInformation technology$xManagement 606 $aBusiness information services 606 $aCustomer services 606 $aSoftware engineering$xManagement 606 $aCustomer relations$xManagement 606 $aBusiness IT Infrastructure 606 $aBusiness Information Systems 606 $aCustomer Service and Call Center 606 $aSoftware Management 606 $aCustomer Relationship Management 615 0$aInformation technology$xManagement. 615 0$aBusiness information services. 615 0$aCustomer services. 615 0$aSoftware engineering$xManagement. 615 0$aCustomer relations$xManagement. 615 14$aBusiness IT Infrastructure. 615 24$aBusiness Information Systems. 615 24$aCustomer Service and Call Center. 615 24$aSoftware Management. 615 24$aCustomer Relationship Management. 676 $a658.4038 702 $aWillcocks$b Leslie P$4edt$4http://id.loc.gov/vocabulary/relators/edt 702 $aLacity$b Mary C$4edt$4http://id.loc.gov/vocabulary/relators/edt 702 $aSauer$b Chris$4edt$4http://id.loc.gov/vocabulary/relators/edt 906 $aBOOK 912 $a9910254905103321 996 $aOutsourcing and Offshoring Business Services$92276609 997 $aUNINA