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Purpose – This study aims to detect and mitigate opportunistic behavior in call centers through proper performance management and to provide companies considering outsourcing and/or offshoring their call center services with the important performance factors. Design/methodology/approach – The...
Purpose – The purpose of this paper is to consider research that has been conducted on the offshoring of manufacturing activities, and more specifically to synthesize results regarding the question of how firms integrate and govern geographically dispersed production activities....
Purpose – Business process outsourcing (BPO) industry in India is progressing with an unparalleled velocity. Although, much research has taken place time and again elaborating on attrition, which is a menace to this industry, not much of work has been done on retention. The present study aims to...
Purpose – This paper aims to focus on production offshoring and “backshoring” in a representative sample of 151 New Zealand manufacturers. It identifies how and why firms offshore; why many increase their offshoring while others “backshore”; and why most firms continue to compete internationally...
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