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Business Process Outsourcing
Englisch
173 b
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The research findings presented in this dissertation §identify factors that are related to the success of §business process outsourcing (BPO) relationships. §The integrated conceptual framework includes both §economic and non-economic factors and draws upon §concepts from transaction cost economics, resource §based view and social exchange theory. Four §dimensions are identified as critical to BPO §success: strategic sourcing, governance structure, §service quality and partnership quality. The study §draws attention to the imperative necessity for §business managers to be clear about sourcing options §and highlights the importance of having a well §defined governance structure to manage BPO §relationships. The study also sheds light on the §importance of partnership in business process §outsourcing, bringing attention to the commitment §required to make BPO relationships successful.
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