메뉴 건너뛰기




Volumn 19, Issue 2, 2010, Pages 168-180

Building a successful relationship in business process outsourcing: An exploratory study

Author keywords

BPO outcome; Business process outsourcing competencies; Successful outsourcing relationship

Indexed keywords


EID: 77952062565     PISSN: 0960085X     EISSN: 14769344     Source Type: Journal    
DOI: 10.1057/ejis.2010.8     Document Type: Article
Times cited : (55)

References (77)
  • 2
    • 0002672359 scopus 로고
    • A model of distributor firm and manufacturer firm working partnerships
    • ANDERSON J and NARUS J (1990) A model of distributor firm and manufacturer firm working partnerships. Journal of Marketing 54(1), 42-58.
    • (1990) Journal of Marketing , vol.54 , Issue.1 , pp. 42-58
    • Anderson, J.1    Narus, J.2
  • 3
    • 0000403739 scopus 로고    scopus 로고
    • Production and transaction economies and IS outsourcing: A study of the U.S. banking industry
    • ANG S and STRAUB DW (1998) Production and transaction economies and IS outsourcing: a study of the U.S. banking industry. MIS Quarterly 22(4), 535-552.
    • (1998) MIS Quarterly , vol.22 , Issue.4 , pp. 535-552
    • Ang, S.1    Straub, D.W.2
  • 4
    • 77952022296 scopus 로고    scopus 로고
    • World business process outsourcing market to reach $975 billion by 2012
    • ARM INDUSTRY SEARCH, 13 November
    • ARM INDUSTRY SEARCH (2008) World business process outsourcing market to reach $975 billion by 2012. News & Analysis, BPO, 13 November.
    • (2008) News & Analysis, BPO
  • 5
    • 36349017665 scopus 로고    scopus 로고
    • A review of approaches to empirical research on the resource-based view of the firm
    • ARMSTRONG CE and SHIMIZU K (2007) A review of approaches to empirical research on the resource-based view of the firm. Journal of Management 33(6), 959-986.
    • (2007) Journal of Management , vol.33 , Issue.6 , pp. 959-986
    • Armstrong, C.E.1    Shimizu, K.2
  • 6
    • 0030149695 scopus 로고    scopus 로고
    • A transaction cost approach to outsourcing behavior: Some empirical evidence
    • DOI 10.1016/0378-7206(95)00045-3
    • AUBERT BA, RIVARD S and PATRY M (1996) A transaction cost approach to outsourcing behaviour: some empirical evidence. Information and Management 302, 51-64. (Pubitemid 126358387)
    • (1996) Information and Management , vol.30 , Issue.2 , pp. 51-64
    • Aubert, B.A.1    Rivard, S.2    Patry, M.3
  • 7
    • 84896930624 scopus 로고
    • Firm resources and sustained competitive advantage
    • BARNEY JB (1991) Firm resources and sustained competitive advantage. Journal of Management 17(1), 99-120.
    • (1991) Journal of Management , vol.17 , Issue.1 , pp. 99-120
    • Barney, J.B.1
  • 8
    • 0000233577 scopus 로고    scopus 로고
    • How a firm's capabilities affect boundary decisions
    • BARNEY JB (1999) How a firm's capabilities affect boundary decisions. Sloan Management Review 40(4), 99-120.
    • (1999) Sloan Management Review , vol.40 , Issue.4 , pp. 99-120
    • Barney, J.B.1
  • 10
    • 47749084792 scopus 로고    scopus 로고
    • Organizational transition to enterprise resource planning systems: Theoretical choices for process research
    • Charlotte, U.S.A., Association for Information Systems, Atlanta, GA
    • BOUDREAU MC and ROBEY D (1999) Organizational transition to enterprise resource planning systems: theoretical choices for process research. In Proceedings of the 20th International Conference on Information Systems, pp. 291-299, Charlotte, U.S.A., Association for Information Systems, Atlanta, GA, http://portal.acm.org/citation.cfm?id=352925.352953& coll=GUIDE&dl= GUIDE&type=series&idx=SERIES406&part=series&Want Type=Proceedings&title=ICIS&CFID=77616560&CFTOKEN=45095041.
    • (1999) Proceedings of the 20th International Conference on Information Systems , pp. 291-299
    • Boudreau, M.C.1    Robey, D.2
  • 11
    • 0034393210 scopus 로고    scopus 로고
    • Value creation versus value capture: Towards a coherent definition of value in strategy
    • BOWMAN C and AMBROSINI V (2000) Value creation versus value capture: towards a coherent definition of value in strategy. British Journal of Management 11(1), 1-15.
    • (2000) British Journal of Management , vol.11 , Issue.1 , pp. 1-15
    • Bowman, C.1    Ambrosini, V.2
  • 12
    • 77952032237 scopus 로고    scopus 로고
    • Information-Week Online 29 September 1997 [WWW document]
    • CALDWELL B and MCGEE MK (1997) Outsourcing backlash. Information-Week Online 29 September 1997 [WWW document] http://www .informationweek.com/650/ 50iuout.htm.
    • (1997) Outsourcing Backlash
    • Caldwell, B.1    McGee, M.K.2
  • 13
    • 4644321683 scopus 로고    scopus 로고
    • Small firms and offshore software outsourcing: High transaction costs and their mitigation
    • CARMEL E and NICHOLSON B (2005) Small firms and offshore software outsourcing: high transaction costs and their mitigation. Journal of Global Information Management 13(3), 33-54. (Pubitemid 40851335)
    • (2005) Journal of Global Information Management , vol.13 , Issue.3 , pp. 33-54
    • Carmel, E.1    Nicholson, B.2
  • 15
    • 84979188687 scopus 로고
    • The nature of the firm
    • COASE RH (1937) The nature of the firm. Economica 4(16), 386-405.
    • (1937) Economica , vol.4 , Issue.16 , pp. 386-405
    • Coase, R.H.1
  • 17
    • 12844260815 scopus 로고    scopus 로고
    • Revisiting the Miles and Snow strategic framework: Uncovering interrelationships between strategic types, capabilities, environmental uncertainty, and firm performance
    • DESARBO WS, DI BENEDETTO C, SONG M and SINHA I (2005) Revisiting the Miles and Snow strategic framework: uncovering interrelationships between strategic types, capabilities, environmental uncertainty, and firm performance. Strategic Management Journal 26(1), 47-74.
    • (2005) Strategic Management Journal , vol.26 , Issue.1 , pp. 47-74
    • Desarbo, W.S.1    Di Benedetto, C.2    Song, M.3    Sinha, I.4
  • 18
    • 27344447595 scopus 로고    scopus 로고
    • Information systems outsourcing: A survey and analysis of the literature
    • DIBBERN J, GOLES T, HIRSCHHEIM R and JAYATILAKA B (2004) Information systems outsourcing: a survey and analysis of the literature. ACM SIGMIS Database 35(4), 6-102.
    • (2004) ACM SIGMIS Database , vol.35 , Issue.4 , pp. 6-102
    • Dibbern, J.1    Goles, T.2    Hirschheim, R.3    Jayatilaka, B.4
  • 22
    • 0001771362 scopus 로고    scopus 로고
    • Core IS capabilities for exploiting information technology
    • FEENEY D and WILLCOCKS LP (1998a) Core IS capabilities for exploiting information technology. Sloan Management Review 39(3), 9-21.
    • (1998) Sloan Management Review , vol.39 , Issue.3 , pp. 9-21
    • Feeney, D.1    Willcocks, L.P.2
  • 23
    • 0007276783 scopus 로고    scopus 로고
    • Re-designing the IS function around core capabilities
    • FEENEY D and WILLCOCKS LP (1998b) Re-designing the IS function around core capabilities. Long Range Planning 31(3), 354-367.
    • (1998) Long Range Planning , vol.31 , Issue.3 , pp. 354-367
    • Feeney, D.1    Willcocks, L.P.2
  • 24
    • 70349691554 scopus 로고    scopus 로고
    • Vendors seek clear role in SMB market
    • GARTNER GROUP
    • GARTNER GROUP (2004) Vendors seek clear role in SMB market. Gartner Dataquest Report ITSM-NA-MT-0108.
    • (2004) Gartner Dataquest Report ITSM-NA-MT-0108
  • 25
    • 0002828756 scopus 로고    scopus 로고
    • The processes of organization and management
    • GARVIN D (1997) The processes of organization and management. Sloan Management Review 4(39), 33-50.
    • (1997) Sloan Management Review , vol.4 , Issue.39 , pp. 33-50
    • Garvin, D.1
  • 27
    • 33751172525 scopus 로고    scopus 로고
    • Information systems outsourcing relationship factors: Detailed conceptualization and initial evidence
    • GOLES T and CHIN WW (2005) Information systems outsourcing relationship factors: detailed conceptualization and initial evidence. The DATA BASE for Advances in Information Systems 36(4), 47-67.
    • (2005) The DATA BASE for Advances in Information Systems , vol.36 , Issue.4 , pp. 47-67
    • Goles, T.1    Chin, W.W.2
  • 28
    • 33845872027 scopus 로고    scopus 로고
    • An investigation of factors that influence the duration of IT outsourcing relationships
    • GOO J, KISHORE R, NAM K, RAO HR and SONG Y (2007) An investigation of factors that influence the duration of IT outsourcing relationships. Decision Support Systems 42, 2107-2125.
    • (2007) Decision Support Systems , vol.42 , pp. 2107-2125
    • Goo, J.1    Kishore, R.2    Nam, K.3    Rao, H.R.4    Song, Y.5
  • 30
    • 0001287023 scopus 로고    scopus 로고
    • The effect of service quality and partnership on the outsourcing of information systems functions
    • GROVER V, CHEON MJ and TENG JTC (1996) The effect of service quality and partnership on the outsourcing of information systems functions. Journal of Management Information Systems 12(4), 89-116.
    • (1996) Journal of Management Information Systems , vol.12 , Issue.4 , pp. 89-116
    • Grover, V.1    Cheon, M.J.2    Teng, J.T.C.3
  • 33
    • 70149119476 scopus 로고    scopus 로고
    • The eSCM-SP V2: The esourcing capability model for service provider (eSCM-V2) model overview part i and II
    • Institute for Software Research International, Carnegie Melon University
    • HYDER EB, HESTON KM and PAULK MC (2004) The eSCM-SP V2: the esourcing capability model for service provider (eSCM-V2) model overview part I and II. Technical Report No. CMU-ISRI-04-113, Institute for Software Research International, Carnegie Melon University.
    • (2004) Technical Report No. CMU-ISRI-04-113
    • Hyder, E.B.1    Heston, K.M.2    Paulk, M.C.3
  • 35
    • 33847319317 scopus 로고    scopus 로고
    • International outsourcing of services: A partnership model
    • KEDIA BL and LAHIRI S (2007) International outsourcing of services: a partnership model. Journal of International Management 13(1), 22-37.
    • (2007) Journal of International Management , vol.13 , Issue.1 , pp. 22-37
    • Kedia, B.L.1    Lahiri, S.2
  • 37
    • 0034449685 scopus 로고    scopus 로고
    • Exploring information technology outsourcing relationships: Theory and practice
    • KERN T and WILLCOCKS L (2000) Exploring information technology outsourcing relationships: theory and practice. Journal of Strategic Information Systems 9, 21-350.
    • (2000) Journal of Strategic Information Systems , vol.9 , pp. 21-350
    • Kern, T.1    Willcocks, L.2
  • 39
    • 70149111768 scopus 로고    scopus 로고
    • Exploratory study on effective control structure in global business process sourcing
    • KIM G-M and KIM S-Y (2008) Exploratory study on effective control structure in global business process sourcing. Information Resources Management Journal 21(3), 101-118.
    • (2008) Information Resources Management Journal , vol.21 , Issue.3 , pp. 101-118
    • Kim, G.-M.1    Kim, S.-Y.2
  • 40
    • 33847247477 scopus 로고    scopus 로고
    • Institutional factors affecting offshore business process and information technology outsourcing
    • KSHETRI N (2007) Institutional factors affecting offshore business process and information technology outsourcing. Journal of International Management 13(1), 38-56.
    • (2007) Journal of International Management , vol.13 , Issue.1 , pp. 38-56
    • Kshetri, N.1
  • 42
    • 0002439194 scopus 로고
    • Implementing information systems outsourcing: Key issues & experiences of an early adopter
    • LACITY MC and HIRSCHHEIM R (1993b) Implementing information systems outsourcing: key issues & experiences of an early adopter. Journal of General Management 19(1), 17-31.
    • (1993) Journal of General Management , vol.19 , Issue.1 , pp. 17-31
    • Lacity, M.C.1    Hirschheim, R.2
  • 43
    • 0002761193 scopus 로고
    • The information systems outsourcing bandwagon
    • LACITY MC and HIRSCHHEIM R (1993c) The information systems outsourcing bandwagon. Sloan Management Review 35(1), 73-86.
    • (1993) Sloan Management Review , vol.35 , Issue.1 , pp. 73-86
    • Lacity, M.C.1    Hirschheim, R.2
  • 45
    • 0001544691 scopus 로고    scopus 로고
    • An empirical investigation of information technology sourcing practices: Lessons from experiences
    • LACITY MC and WILLCOCKS L (1998) An empirical investigation of information technology sourcing practices: lessons from experiences. MIS Quarterly 22(3), 363-408.
    • (1998) MIS Quarterly , vol.22 , Issue.3 , pp. 363-408
    • Lacity, M.C.1    Willcocks, L.2
  • 46
    • 67349243448 scopus 로고    scopus 로고
    • The effects of internal resources and partnership quality on firm performance: An examination of Indian BPO providers
    • LAHIRI S and KEDIA BL (2009) The effects of internal resources and partnership quality on firm performance: an examination of Indian BPO providers. Journal of International Management 15(2), 209-224.
    • (2009) Journal of International Management , vol.15 , Issue.2 , pp. 209-224
    • Lahiri, S.1    Kedia, B.L.2
  • 48
    • 4444374135 scopus 로고    scopus 로고
    • From the vendor's perspective: Exploring the value preposition in information technology outsourcing
    • LEVINA N and ROSS WR (2003) From the vendor's perspective: exploring the value preposition in information technology outsourcing. MIS Quarterly 27(3), 331-364.
    • (2003) MIS Quarterly , vol.27 , Issue.3 , pp. 331-364
    • Levina, N.1    Ross, W.R.2
  • 50
    • 1442311722 scopus 로고    scopus 로고
    • MALONE TW, CROWSTON K and HERMAN GA (Eds) The MIT Process Handbook MIT Press, Cambridge
    • MALONE TW, CROWSTON K and HERMAN GA (Eds) (2003) Organizing Business Knowledge, The MIT Process Handbook MIT Press, Cambridge.
    • (2003) Organizing Business Knowledge
  • 51
    • 41049111255 scopus 로고    scopus 로고
    • Successfully governing business process outsourcing relationships
    • MANI D, BARUA A and WHINSTON A (2006) Successfully governing business process outsourcing relationships. MIS Quarterly Executive 5(1), 15-29.
    • (2006) MIS Quarterly Executive , vol.5 , Issue.1 , pp. 15-29
    • Mani, D.1    Barua, A.2    Whinston, A.3
  • 53
    • 0041165764 scopus 로고    scopus 로고
    • The outsourcing market-place: Vendors and their selection
    • MICHELL V and FITZGERALD G (1997) The outsourcing market-place: vendors and their selection. Journal of Information Technology 12(3), 223-237.
    • (1997) Journal of Information Technology , vol.12 , Issue.3 , pp. 223-237
    • Michell, V.1    Fitzgerald, G.2
  • 54
    • 33846192869 scopus 로고    scopus 로고
    • Client-vendor relationships in offshore applications development: An evolutionary framework
    • MIRANI R (2006) Client-vendor relationships in offshore applications development: an evolutionary framework. Information Resources Management Journal 19(4), 72-86.
    • (2006) Information Resources Management Journal , vol.19 , Issue.4 , pp. 72-86
    • Mirani, R.1
  • 56
    • 4744344966 scopus 로고    scopus 로고
    • Offshore outsourcing: Current and future effects on American IT industry
    • PFANNENSTEIN LL and TSAI RJ (2004) Offshore outsourcing: current and future effects on American IT industry. Information Systems Management 21(4), 72-80.
    • (2004) Information Systems Management , vol.21 , Issue.4 , pp. 72-80
    • Pfannenstein, L.L.1    Tsai, R.J.2
  • 58
    • 0002366903 scopus 로고    scopus 로고
    • Strategic outsourcing: Leveraging knowledge capabilities
    • QUINN JB (1999) Strategic outsourcing: leveraging knowledge capabilities. Sloan Management Review 40(4), 9-21.
    • (1999) Sloan Management Review , vol.40 , Issue.4 , pp. 9-21
    • Quinn, J.B.1
  • 59
    • 84989056644 scopus 로고
    • Towards a dynamic theory of strategy
    • PORTER ME (1991) Towards a dynamic theory of strategy. Strategic Management Journal 12, 95-117.
    • (1991) Strategic Management Journal , vol.12 , pp. 95-117
    • Porter, M.E.1
  • 60
    • 0003106484 scopus 로고
    • The core competence of the corporation
    • PRAHALAD CK and HAMEL G (1990) The core competence of the corporation. Harvard Business Review 68(3), 79-91.
    • (1990) Harvard Business Review , vol.68 , Issue.3 , pp. 79-91
    • Prahalad, C.K.1    Hamel, G.2
  • 62
    • 34250723367 scopus 로고    scopus 로고
    • Today's solution and tomorrow's problem: The business process outsourcing risk management puzzle
    • SHI Y (2007) Today's solution and tomorrow's problem: the business process outsourcing risk management puzzle. California Management Review 49(3), 27-44.
    • (2007) California Management Review , vol.49 , Issue.3 , pp. 27-44
    • Shi, Y.1
  • 63
    • 0026824199 scopus 로고
    • Competing on capabilities: The new rules of corporate strategy
    • STALK G, EVANS P and SHULMAN LE (1992) Competing on capabilities: the new rules of corporate strategy. Harvard Business Review 70(2), 57-68.
    • (1992) Harvard Business Review , vol.70 , Issue.2 , pp. 57-68
    • Stalk, G.1    Evans, P.2    Shulman, L.E.3
  • 64
    • 22944449332 scopus 로고    scopus 로고
    • The influence of intellectual capital on the types of innovative capabilities
    • SUBRAMANIAM M and YOUNDT MA (2005) The influence of intellectual capital on the types of innovative capabilities. Academy of Management Journal 48(3), 450-463.
    • (2005) Academy of Management Journal , vol.48 , Issue.3 , pp. 450-463
    • Subramaniam, M.1    Youndt, M.A.2
  • 66
    • 40649115676 scopus 로고    scopus 로고
    • Business analysis metrics for business process redesign
    • VALIRIS G and GLYKAS M (2004) Business analysis metrics for business process redesign. Business Process Management Journal 10(4), 445-480.
    • (2004) Business Process Management Journal , vol.10 , Issue.4 , pp. 445-480
    • Valiris, G.1    Glykas, M.2
  • 68
    • 25444518454 scopus 로고    scopus 로고
    • Crafting a successful outsourcing vendor/ client relationship
    • WEBB L and LABORDE J (2005) Crafting a successful outsourcing vendor/ client relationship. Business Process Management Journal 11(5), 437-443.
    • (2005) Business Process Management Journal , vol.11 , Issue.5 , pp. 437-443
    • Webb, L.1    Laborde, J.2
  • 69
    • 84989133012 scopus 로고
    • A resource-based view of the firm
    • WERNERFELT B (1984) A resource-based view of the firm. Strategic Management Journal 5(2), 171-180.
    • (1984) Strategic Management Journal , vol.5 , Issue.2 , pp. 171-180
    • Wernerfelt, B.1
  • 72
    • 0001470630 scopus 로고
    • Transaction cost economics: The governance of contractual relations
    • WILLIAMSON OE (1979) Transaction cost economics: the governance of contractual relations. Journal of Law and Economics 22(2), 233-261.
    • (1979) Journal of Law and Economics , vol.22 , Issue.2 , pp. 233-261
    • Williamson, O.E.1
  • 73
    • 84881832826 scopus 로고
    • The economics of organization: The transaction cost approach
    • WILLIAMSON OE (1981) The economics of organization: the transaction cost approach. American Journal of Sociology 87(3), 548-577.
    • (1981) American Journal of Sociology , vol.87 , Issue.3 , pp. 548-577
    • Williamson, O.E.1
  • 75
    • 0003188304 scopus 로고    scopus 로고
    • The satisficing principle in capability learning
    • WINTER SG (2000) The satisficing principle in capability learning. Strategic Management Journal 21(10-11), 981-996.
    • (2000) Strategic Management Journal , vol.21 , Issue.10-11 , pp. 981-996
    • Winter, S.G.1
  • 76
    • 0141792319 scopus 로고    scopus 로고
    • Understanding dynamic capabilities
    • WINTER SG (2003) Understanding dynamic capabilities. Strategic Management Journal 24, 991-995.
    • (2003) Strategic Management Journal , vol.24 , pp. 991-995
    • Winter, S.G.1
  • 77
    • 38949151880 scopus 로고    scopus 로고
    • Exploring new research frontiers in offshoring knowledge and service processes
    • YOUNGDAHL W, RAMASWAMY K and VERMA R (2007) Exploring new research frontiers in offshoring knowledge and service processes. Journal of Operations Management 26(2), 135-140.
    • (2007) Journal of Operations Management , vol.26 , Issue.2 , pp. 135-140
    • Youngdahl, W.1    Ramaswamy, K.2    Verma, R.3


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.