Article2009

Offshore Outsourcing of Services

Wendy Lea Tate · Lisa Marie Ellram · Stephen W. Brown III

54 citations0/0 files storedJournal of Service Research

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Outsourcing and Supply Chain Management International Business and FDI Customer Service Quality and Loyalty

Abstract

Offshore outsourcing of business processes is a rapidly increasing global phenomenon that requires a greater reliance on the effective development of strategic alliances and inter-firm relationships. The stakeholders involved in these service purchases influence the success or failure of the buyer-supplier relationship. This article examines the key stakeholders involved in the offshore outsourcing of services, determines what expectations these stakeholders hold, and assesses how a buying firm and the offshore supplying firm work together to meet these expectations. The case research method is used to address this phenomenon by studying six U.S.-based, Fortune 500 firms involved in offshore outsourcing of services. These buying organizations initially experienced more complexity than anticipated in engaging with offshore suppliers in outsourcing relationships. To achieve success with these relationships, the buying organizations needed to embrace cultural differences, including the needs of their suppliers' employees.

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References

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Cited by

2011Four Positive Effects of a Salesperson’s Regional Dialect in Services Selling 2015Production outsourcing and operational performance: An empirical study using secondary data 2011Offshore outsourcing of customer relationship management: conceptual model and propositions 2012Service Supply Management Structure in Offshore Outsourcing 2017Review of the Empirical Business Services Sourcing Literature: An Update and Future Directions 2020Understanding the impact of supply-side decisions and practices on supply risk management

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