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- W2015881250 abstract "Information Technology enabled Business Process Outsourcing (BPO) is a growing phenomenon, yet little research has been conducted to understand the factors that determine its appropriateness for organisations and what capabilities they should seek in potential suppliers. A multi-perspective approach to the BPO decision, encompassing the transaction, the organisation and its context, is proposed and a set of supplier capabilities to deliver upon it is outlined. A case study of outsourced call centres in Australia, based upon interviews with three suppliers and three clients, suggests such a multi-perspective approach is useful but that the interaction between the factors shaping the BPO decision is more complex than envisaged. The case also suggests that a common set of capabilities is sought from suppliers – though it is narrower than first proposed." @default.
- W2015881250 created "2016-06-24" @default.
- W2015881250 creator A5050919613 @default.
- W2015881250 date "2006-06-01" @default.
- W2015881250 modified "2023-10-17" @default.
- W2015881250 title "Applying Multiple Perspectives to the BPO decision: A Case Study of Call Centres in Australia" @default.
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- W2015881250 doi "https://doi.org/10.1057/palgrave.jit.2000057" @default.
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