Critical Success Factors in the Offshore Business Process Outsourcing of Debt Collection to India
MetadataShow full item record
This research identifies critical success factors for the offshore business process outsourcing of debt collection to India. It develops a critical success factor model for offshore debt collection incorporating the new concept of Opaque Indifference. Opaque Indifference is a series of constructed states eliminating negative cues for debtors dealing with offshore debt collectors. The research contributes to the existing literature by applying information systems outsourcing theory to the offshore business process outsourcing of debt collection.
Showing items related by title, author, creator and subject.
Wreford, John; Pervan, Graham; Penter, K. (2008)Debt collection has been an early mover in extending the traditional business process outsourcing model by using both near shore and far shore locations to source business process outsourcing services. Typically the ...
Sharma, Piyush (2012)Purpose: Offshore outsourcing of customer services is growing rapidly but there is little known about its impact on customer perceptions and behavior. This paper aims to combine the learnings from the country‐of‐origin ...
Offshoring business process services and governance control mechanisms: An examination of service providers from IndiaJayaraman, V.; Narayanan, S.; Luo, Yadong; Swaminathan, J. (2013)As emerging markets increasingly rely on service businesses through offshore outsourcing, we examine the role of governance control mechanisms in improving performance among business process outsourcing (BPO) service ...