In this paper we focus on the growing trend toward outsourcing customer contact, and argue that particular care is required to ensure that the customer relationship is not, in effect, itself outsourced. Outsourced customer contact centers (CCC's), like their internal counterparts, are a key...

Purpose – This paper provides insights into the evolution of the strategic alliance between Shell and Transfield Services in Sydney, Australia in the area of engineering and facilities management. Design/methodology/approach – To gain an in‐depth understanding of the distinct developmental...

Over the past decade, there has been proliferation in the number of studies looking into IT enabled outsourcing. Little attention has been given to outsourcing of services in other sectors, such as Engineering and Facilities Management (EFM), which have also seen explosive growth. The article...

We explore the link between a company's performance and the extent of its offshoring of IT-enabled services, focusing on large western companies. Our performance measures comprise sales, profit as percentage of sales, profit/employee and sales/employee over 1999-2004. To measure offshoring, we...