Invisible costs in offshoring services work
Invisible costs in offshoring services work
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DOI：
10.1016/j.jom.2007.02.009
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发表时间：
2008-03
影响因子：
7.8
通讯作者：
A. Stringfellow;Mary B. Teagarden;Winter Nie
中科院分区：
文献类型：
--
作者：
A. Stringfellow;Mary B. Teagarden;Winter Nie
离岸服务工作是一个加速的趋势。虽然离岸服务工作的成本节约通常是显而易见的，但远距离运营也带来了一定的“无形成本”。我们将现有的服务运营理论与传播和文化文献中的见解结合起来，提出了一个新的概念框架，围绕交互强度和交互距离进行组织。我们确定了这些成本的驱动因素。最后，我们提出了控制或减少离岸服务工作中无形成本的建议。
Offshoring service work is an accelerating trend. While the cost-savings from offshoring service work are usually clear, operating at a distance also brings with it certain “invisible costs.” We combine existing service operations theory with insights from the literature on communications and culture to present a new conceptual framework, organized around interaction intensity and interaction distance. We identify the drivers of these costs. We conclude with recommendations for controlling or attenuating invisible costs in offshoring service work.