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Offshore BPO Decisions and Institutional Influence on Senior Managers

  • Conference paper
Advances in Global Sourcing. Models, Governance, and Relationships (Global Sourcing 2013)

Part of the book series: Lecture Notes in Business Information Processing ((LNBIP,volume 163))

Abstract

This paper sets out to explore the drivers and determinants of offshore BPO decisions related to the persistence and particularly the evolution of the captive model. This paper aims to make a contribution by applying institutional theory to individual firm decisions with respect to offshore BPO engagement model. This research utilises a longitudinal case study research method to analyse the institutional influences on senior managers in client companies and their offshore service providers. An institutional theory framework applicable to offshore BPO is extracted from the case studies in the financial services, telecommunications and airlines industries. Institutional theory is shown to have explanatory power for observed macro trends in offshore captive centre models. The implications for management are that successful offshore BPO requires effective action to win legitimacy for offshoring decisions from key stakeholder groups that can exert coercive or normative influences.

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Author information

Authors and Affiliations

  1. School of Information Systems, Curtin University, Level 3 Building 408, PO Box U1387, Western Australia, 6845, Australia

    Kevan Penter, John Wreford, Graham Pervan & Fay Davidson

Authors
  1. Kevan Penter
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  2. John Wreford
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  3. Graham Pervan
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  4. Fay Davidson
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Editor information

Editors and Affiliations

  1. Loughborough School of Business and Economics, UK

    Ilan Oshri

  2. Aston Business School, Birmingham, UK

    Julia Kotlarsky

  3. London School of Economics, UK

    Leslie P. Willcocks

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© 2013 Springer-Verlag Berlin Heidelberg

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Penter, K., Wreford, J., Pervan, G., Davidson, F. (2013). Offshore BPO Decisions and Institutional Influence on Senior Managers. In: Oshri, I., Kotlarsky, J., Willcocks, L.P. (eds) Advances in Global Sourcing. Models, Governance, and Relationships. Global Sourcing 2013. Lecture Notes in Business Information Processing, vol 163. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-40951-6_6

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  • DOI: https://doi.org/10.1007/978-3-642-40951-6_6

  • Publisher Name: Springer, Berlin, Heidelberg

  • Print ISBN: 978-3-642-40950-9

  • Online ISBN: 978-3-642-40951-6

  • eBook Packages: Computer ScienceComputer Science (R0)

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