Call center offshoring performance management : investigating opportunistic behavior in BPO
Sherwat Elwan Ibrahim; Ahmed Hanafi
| Year of publication: |
2013
|
|---|---|
| Authors: | Ibrahim, Sherwat Elwan ; Hanafi, Ahmed |
| Published in: |
Strategic outsourcing : an International journal. - Bingley [u.a.] : Emerald, ISSN 1753-8297, ZDB-ID 2473963-7. - Vol. 6.2013, 3, p. 292-312
|
| Subject: | Performance management | Agency theory | Business process outsourcing | Offshoring | Call centers | Contractual theory | Opportunism | KPIs | Service level agreements | Callcenter | Call centre | Outsourcing | Performance-Management | Auslandsverlagerung | Prozessmanagement | Business process management | Prinzipal-Agent-Theorie | Personalmanagement | Human Resource Management | Unternehmensdienstleistung | Business services | Opportunismus | IT-Dienstleister | IT service provider | Vertragstheorie | Contract theory |
| Extent: | graph. Darst. |
|---|---|
| Type of publication: | Article |
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10010230148