Knowledge transfer and knowledge building at offshored technical support centers

Journal of International Management

Volumn 19, Issue 4, 2013, Pages 362-376

  Chen, Jihong ^a   McQueen, Robert J ^a   Sun, Peter Y T ^a  

^a UNIVERSITY OF WAIKATO   (New Zealand)

Author keywords

Knowledge building; Knowledge intermediaries; Knowledge transfer; Offshoring; Organizational learning; Outsourcing

Indexed keywords

EID: 84887620158     PISSN: 10754253     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.intman.2013.03.009     Document Type: Article

References (63)

1. Ambos T.C., Ambos B. The impact if distance on knowledge transfer effectiveness in multinational corporations. Journal of International Management 2009, 15:1-14.
2. Ardichvili A., Page V., Wentling T. Motivation and barriers to participation in virtual knowledge-sharing communities of practice. Journal of Knowledge Management 2003, 7:64-77.
3. Argote L., Ingram P. Knowledge transfer: a basis for competitive advantage in firms. Organizational Behavior and Human Decision Processes 2000, 82:150-169.
4. Bathelt H., Malmberg A., Maskell P. Clusters and knowledge: local buzz, global pipelines and the process of knowledge creation. Progress in Human Geography 2004, 28:31-56.
5. Behboudi M., Hart D. Human knowledge intermediaries for successful knowledge reuse and sharing. Proceedings of the 5th International Conference on Intellectual Capital and Knowledge Management & Organisational Learning. Academic Conferences Ltd, Nr Reading 2008, 53-60. K. Osullivan (Ed.).
6. Bereiter C., Scardamalia M. Learning to work creatively with knowledge. Powerful Learning Environments: Unravelling Basic Components and Dimensions 2003, 73-78. Elsevier Science, Oxford. D.E. Corte, L. Verschaffel, N. Entwistle, V.J. Merriënboer (Eds.).
7. Bunyaratavej K., Hahn E.D., Doh J.P. International offshoring of services: a parity study. Journal of International Management 2007, 13:7-21.
8. Carmel E., Tjia P. Offshoring Information Technology: Sourcing and Outsourcing to a Global Workforce 2005, Cambridge University Press, Cambridge.
9. Chen J., McQueen R. Knowledge transfer process for different experience levels of knowledge recipients at an offshore technical support center. Journal of Information Technology and People 2010, 23:54-79.
10. Clott C. An uncertain future: a preliminary study of offshore outsourcing from the manager's perspective. Management Research News 2007, 30:476-494.
11. Cohen W., Levinthal D. Absorptive capacity: a new perspective on learning and innovation. Administrative Science Quarterly 1990, 35:128-152.
12. Contractor F.J., Kumar V., Kundu S.K., Pedersen T. Reconceptulalizing the firm in a world of outsourcing and offshoring: the organizational and geographical relocation of high-value company functions. Journal of Management Studies 2010, 47:1417-1433.
13. Crossan M.M., Lane H.W., White R.E. An organizational learning framework: from intuition to institution. Academy of Management Review 1999, 24:522-537.
14. Davenport T.H., Klahr P. Managing customer support knowledge. California Management Review 1998, 40:195-208.
15. Davenport T.H., Prusak L. Working Knowledge - How Organisations Manage What They Know 2000, Harvard Business School Press, Boston.
16. Dhanaraj C., Lyles M.A., Steensma H.K., Tihanyi L. Managing tacit and explicit knowledge transfer in IJVs: the role of relational embeddedness and the impact on performance. Journal of International Business Studies 2004, 35:428-442.
17. Dibbern J., Goles T., Hirschheim R., Jayatilaka B. Information systems outsourcing: a survey and analysis of the literature. The DATA BASE for Advances in Information Systems 2004, 35:6-102.
18. Dong Y. The effect of knowledge management on product innovation - evidence from the Chinese software outsourcing vendors. I-Business 2011, 3:16-22.
19. Dyck B., Starke F.A., Mischke G.A., Mauws M. Learning to build a car: an empirical investigation of organizational learning. Journal of Management Studies 2005, 42:387-416.
20. El Sawy O.A., Majchrzak A. Critical issues in research on real-time knowledge management in enterprises. Journal of Knowledge Management 2004, 8:21-37.
21. El Sawy O.A., Eriksson I., Carlsson S.A., Raven A. Understanding the Nature of Shared Knowledge Creation Spaces Around Business Processes: An International Investigation 1998, Carnegie Bosch Institute for Applied Studies in International Management, (http://cbi.gsia.cmu.edu/newweb/1998WorkingPapers/elsawy/elsawy.html).
22. Froehle C., Metters R. Insourcing, offshoring, and automation: different operational approaches to customer service. POMS Chronicle 2004, 11:4-6.
23. Gamble P.R., Blackwell J. Knowledge Management. A State of the Art Guide 2001, Kogan Page Limited, London.
24. Glisby M., Holden N. Contextual constraints in knowledge management theory: the cultural embeddedness of Nonaka's knowledge-creation company. Knowledge and Process Management 2003, 10:29-36.
25. Gonzalez R., Gasco J., Llopis J. Information systems offshore outsourcing: a descriptive analysis. Industrial Management & Data Systems 2006, 106:1233-1248.
26. Goswami A.G. Vertical foreign direct investment versus outsourcing: a welfare comparison from the perspective of a host country. Review of Development Economics 2011, 15:293-306.
27. Hatonen J., Eriksson T. 30+years of research and practice of outsourcing - exploring the past and anticipating the future. Journal of International Management 2009, 15:142-155.
28. Hooijberg R., Hunt J.G., Dodge G.E. Leadership complexity and development of the leaderplex model. Journal of Management 1997, 23:375-408.
29. Huong N.T., Katsuhiro U., Chi D.H. Knowledge transfer in offshore outsourcing: a case study of Japanese and Vietnamese software companies. Journal of Global Information Management 2011, 19:27-44.
30. Jensen P.D.O. Offshoring of Advanced and High-Value Technical Services: Antecedents, Process Dynamics and Firm level Impacts, Doctoral School of Organisation and Management Studies 2008, Copenhagen Business School, Denmark.
31. Jensen P.D.O. A learning perspective on the offshoring of advanced services. Journal of International Management 2009, 15:181-193.
32. Jensen P.D.O., Pedersen T. Offshoring and international competitiveness: antecedents of offshoring advanced tasks. Journal of the Academy of Marketing Science 2012, 40:313-328.
33. Jorgensen D.L. Participant Observation: A Methodology for Human Studies 1989, Sage Publications, London.
34. Kedia B.L., Lahiri S. International outsourcing of services: a partnership model. Journal of International Management 2007, 13:22-37.
35. Kim D.H. The link between individual and organizational learning. Sloan Management Review 1993, 35:37-50.
36. King W.R., Torkzadeh G. Information systems offshoring: research status and issues. MIS Quarterly 2008, 32:205-225.
37. Kotlarsky J.J.K., Oshri I.I.O., Hillegersberg J.v.J.H., Kumar K.K.K. Globally distributed component-based software development: an exploratory study of knowledge management and work division. Journal of Information Technology 2007, 22:161-173. (Palgrave Macmillan).
38. Kotlarsky J., Fenema P.C.v, Willcocks L.P. Developing a knowledge-based perspective on coordination: the case of global software project. Information Management 2008, 45:96-108.
39. Kshetri N. Institutional factors affecting offshore business process and information technology outsourcing. Journal of International Management 2007, 13:38-56.
40. Larsen M.M., Manning S., Pedersen T. Uncovering the hidden costs of offshoring. The interplay of complexity, organizational design, and experience. Strategic Management Journal 2013, 34:533-552.
41. Leonardi P.M., Bailey D.E. Transformational technologies and the creation of new work practices: making implicit knowledge explicit in task-based offshoring. MIS Quarterly 2008, 32:411-436.
42. Loh L., Venkatraman N. Determinants of information technology outsourcing: a cross-sectional analysis. Journal of Management Information Systems 1992, 8:7-24.
43. Lucas L.M. The role of culture on knowledge transfer: the case of the multinational corporation. The Learning Organization 2006, 13:257-275.
44. Maskell P., Pedersen T., Petersen B., Dick-Nielsen J. Learning paths to offshore outsourcing: from cost reduction to knowledge seeking. Industry & Innovation 2007, 14:239-257.
45. Matsudaira Y. The continued practice of 'ethos': how Nissan enables organizational knowledge creation. Information Systems Management 2010, 27:226-237.
46. McQueen R., Chen J. Building script-based tacit knowledge in call center trainees. Knowledge Management Research and Practice 2010, 8:240-255.
47. Metters R., Verma R. History of offshoring knowledge services. Journal of Operations Management 2008, 26:141-147.
48. Mom T.J., Van den Bosch F.A.J., Volberda H.W. Investigating managers' exploration and exploitation activities: the influence of top-down, bottom-up, and horizontal knowledge inflows. Journal of Management Studies 2007, 44:910-931.
49. Niederman F. International business and MIS approaches to multinational organizational research: the cases of knowledge transfer and IT workforce outsourcing. Journal of International Management 2005, 11:187-200.
50. Nonaka I. A dynamic theory of organizational knowledge creation. Organizational Science 1994, 5:14-37.
51. Nonaka I., Konno N. The concept of "BA": building a foundation for knowledge creation. California Management Review 1998, 40:40-54.
52. Nonaka I., Takeuchi H. The Knowledge Creating Company 1995, Oxford University Press, USA.
53. Nonaka I., Toyama R., Komo N. SECI, BA and leadership: a unified model of dynamic knowledge creation. Long Range Planning 2000, 33:5-34.
54. Oshri I., Van Fenema P., Kotlarsky J. Knowledge transfer in globally distributed teams: the role of transactive memory. Information Systems Journal 2008, 18:593-616.
55. Overby S. Lost in translation; the successful transfer of knowledge to an offshore vendor - everything from programming expertise to what users expect from a system - can make or break a project. Here's what you need to know to do it right. CIO 2004, 17:1.
56. Peltokorpi V., Nonaka I., Mitsuru K. NTT DoCoMo's launch of I-mode in the Japanese mobile phone market: a knowledge creation perspective. Journal of Management Studies 2007, 44:50-72.
57. Rogers E. The Diffusion of Innovation 1983, The Free Press, New York.
58. Senge P.M. Fifth Discipline: The Art and Practice of the Learning Organization 2006, Random House, Sydney.
59. Simon H.A. Bounded rationality and organizational learning. Organization Science 1991, 2:125-134.
60. Srikanth K., Puranam P. Integrating distributed work: comparing task design, communication, and tacit coordination mechanisms. Strategic Management Journal 2011, 32:849-875.
61. Vaccaro A., Veloso F., Brusoni S. The impact of virtual technologies on knowledge-based processes: an empirical study. Research Policy 2009, 38:1278-1287.
62. Williams C. Client-vendor knowledge transfer in IS offshore outsourcing: insights from a survey of Indian software engineers. Information Systems Journal 2010, 21:335-356.
63. Yin R.K. Case Study Research-Design and Methods (Revised Edition) 1989, Sage Publications, Newbury Park.