The antecedents of process integration in business process outsourcing and its effect on firm performance
The antecedents of process integration in business process outsourcing and its effect on firm performance
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DOI：
10.1016/j.jom.2010.05.001
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发表时间：
2015-01
影响因子：
--
通讯作者：
S. Narayaman;Vaidyanathan Jayaranan;Yadong Luo;Jayashankar M. Swaminathan
中科院分区：
文献类型：
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作者：
S. Narayaman;Vaidyanathan Jayaranan;Yadong Luo;Jayashankar M. Swaminathan
随着服务流程成为外包的候选者，人们对全球业务流程外包(BPO)行业的兴趣也大大增加。在这项研究中，我们借鉴信息处理理论，考察整合在业务流程外包中的作用及其对业务流程外包企业绩效的影响。BPO集成涉及外包环境中跨不同单位的业务流程和活动的整体协调。它既包括内部流程集成--BPO内任务执行的有效集成，也包括外部流程集成--BPO与其客户之间的有效集成。利用对205家印度BPO服务商的调查数据，我们分析了流程整合的前因及其对BPO绩效的影响。我们考察的前置因素是任务复杂性、任务安全性、客户的最终客户导向以及BPO的IT能力。在其他结果中，我们发现，内部和外部过程整合都部分中介了前置因素对绩效的影响。我们得出我们的研究对实践业务流程外包和客户经理如何使业务流程外包成功的管理启示。
As service processes become candidates for outsourcing, interest in the global business process outsourcing (BPO) industry has grown considerably. In this study, drawing on information processing theory, we examine the role of integration in BPO and its effect on BPO firm performance. BPO Integration is concerned with the overall coordination of business processes and activities across different units within the outsourced environment. It involves both internal process integration – effective integration of task execution within the BPO and external process integration – effective integration between the BPO and their clients. Using survey data gathered from 205 Indian BPO service providers, we analyze the antecedents of process integration and its impact on BPO performance. The antecedents we examine are task complexity, task security, end customer orientation of the client and IT capability of the BPO. Among other results, we find that both internal and external process integration partially mediate the impact of the antecedents on performance. We draw managerial implications of our research to practicing BPO and client managers on how BPO outsourcing can be made successful.