Outsourcing and Offshoring Business Services

1. Introduction
Leslie P. Willcocks, Mary C. Lacity, Chris Sauer

Part I. Theoretical Perspectives

2. Theoretical Perspectives on the Outsourcing of Information Systems
Myun J. Creon, Varun Grover, James T.C. Teng

3. The Information Technology Outsourcing Risk: A Transaction Cost and Agency Theory-Based Perspective
Bouchaib Bahli, Suzanne Rivard

4. Moments of Governance in IS Outsourcing: Conceptualizing Effects of Contracts on Value Capture and Creation
Shaila M. Miranda, C. Bruce Kavan

Part II. From IT Outsourcing to Offshoring and Business Process Outsourcing

5. Norm Development in Outsourcing Relationships
Thomas Kern, Keith Blois

6. Organizational Design of IT Supplier Relationship Management: A Multiple Case Study of Five Client Companies
Jasmin Kaiser, Peter Buxmann

7. How Do IT Outsourcing Vendors Respond to Shocks in Client Demand? A Resource Dependence Perspective
Fang Su, Ji-Ye Mao, Sirkka L Jarvenpaa

8. Operational Capabilities Development in Mediated Offshore Software Services Models
Sirkka L. Jarvenpaa, Ji-Ye Mao

9. A Dynamic Model of Offshore Software Development
Jason Dedrick, Erran Carmel, Kenneth L. Kraemer

10. Anxiety and Psychological Security in Offshoring Relationships: The Role and Development of Trust as Emotional Commitment
Séamas Kelly, Camilla Noonan

11. Cross-cultural (Mis)Communication in IS Offshoring: Understanding Through Conversation Analysis
David Avison, Peter Banks

12. Applying Multiple Perspectives to the BPO Decision: A Case Study of Call Centres in Australia
Mark Borman

13. A Historical Review of the Information Technology and Business Process Captive Centre Sector
Ilan Oshri, Bob Uhm

14. Review of the Empirical Business Services Sourcing Literature: An Update and Future Directions
Mary C. Lacity, Shaji A. Khan, Aihua Yan

Keywords: Business and Management, Business IT Infrastructure, Business Information Systems, Call Center/Customer Service, Software Management, Customer Relationship Management