Understanding client's commitment in business process outsourcing relationships
Pages 227 - 228
Abstract
The formation of a client firm's commitment to a business process outsourcing (BPO) remains unclear. To address this gap, this study uses trust-commitment theory and the relational view to explain how the benefits from the service provider's capabilities motivate a client firm's commitment. These capabilities are conceptualized as the service provider's process flexibility, and task-knowledge coordination together with the client firm's absorptive capacity and process alignment between the service provider and the client. We then build a theoretical model by considering the influence of these variables on commitment.
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- Understanding client's commitment in business process outsourcing relationships
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Information & Contributors
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Published In
August 2012
357 pages
ISBN:9781450311977
DOI:10.1145/2346536
- General Chair:
- Robert J. Kauffman,
- Program Chairs:
- Martin Bichler,
- Hoong Chuin Lau,
- Yinping Yang,
- Christopher Yang
Copyright © 2012 ACM.
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Sponsors
- Singapore Management University: Singapore Management University
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Association for Computing Machinery
New York, NY, United States
Publication History
Published: 07 August 2012
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- Research-article
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ICEC '12
Sponsor:
- Singapore Management University
ICEC '12: Fourteenth International Conference on Electronic Commerce
August 7 - 8, 2012
Singapore, Singapore
Acceptance Rates
Overall Acceptance Rate 150 of 244 submissions, 61%
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