Understanding client's commitment in business process outsourcing relationships

Shih Wei Chou, Hui-Tzu Min, I. Hua Hung

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Abstract

The formation of a client firm's commitment to a business process outsourcing (BPO) remains unclear. To address this gap, this study uses trust-commitment theory and the relational view to explain how the benefits from the service provider's capabilities motivate a client firm's commitment. These capabilities are conceptualized as the service provider's process flexibility, and task-knowledge coordination together with the client firm's absorptive capacity and process alignment between the service provider and the client. We then build a theoretical model by considering the influence of these variables on commitment.

Original languageEnglish
Title of host publicationICEC 2012 - 14th Annual International Conference on Electronic Commerce
Pages227-228
Number of pages2
DOIs
Publication statusPublished - 2012 Sep 14
Event14th Annual International Conference on Electronic Commerce, ICEC 2012 - Singapore, Singapore
Duration: 2012 Aug 72012 Aug 8

Publication series

NameACM International Conference Proceeding Series

Other

Other14th Annual International Conference on Electronic Commerce, ICEC 2012
CountrySingapore
CitySingapore
Period12-08-0712-08-08

All Science Journal Classification (ASJC) codes

  • Software
  • Human-Computer Interaction
  • Computer Vision and Pattern Recognition
  • Computer Networks and Communications

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