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    Seeking Opaque Indifference in Offshore BPO

    Access Status
    Fulltext not available
    Authors
    Wreford, John
    Penter, Kevan
    Pervan, Graham
    Davidson, Fay
    Date
    2012
    Type
    Book Chapter
    
    Metadata
    Show full item record
    Citation
    Wreford, John and Penter, Kevan and Pervan, Graham and Davidson, Fay. 2012. Seeking Opaque Indifference in Offshore BPO, in Kotlarsky, J. and Oshri, I. and Willcocks, L.P. (ed), The Dynamics of Global Sourcing: Perspectives and Practices, pp. 175-193. Germany: Springer.
    Source Title
    The Dynamics of Global Sourcing: Perspectives and Practices
    ISBN
    9783642339196
    URI
    http://hdl.handle.net/20.500.11937/19491
    Collection
    • Curtin Research Publications
    Abstract

    Business Process Outsourcing (BPO) is the delegation of one or more business processes to an external service provider (an offshore captive centre or a third party). The focus of most BPO research has been the cost reductions delivered by third party providers of BPO services in offshore locations in India, Eastern Europe and elsewhere. There has been little research on captive centres or the satisfaction of the end customer. This paper introduces the concept of “opaque indifference” which is OBPO delivered in a manner where the end customer is either unaware of or indifferent to the location of the service. It is important to the end customer in the OBPO environment and has a significant relationship with trust in the provider and the technology infrastructure. The overall research goal is to investigate the factors that support opaque indifference in OBPO.

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