Invisible costs in offshoring services work

Anne Stringfellow, Mary B. Teagarden, Winter Nie

Research output: Contribution to journalArticle

174 Scopus citations

Abstract

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.

Original languageEnglish (US)
Pages (from-to)164-179
Number of pages16
JournalJournal of Operations Management
Volume26
Issue number2
DOIs
StatePublished - Mar 1 2008
Externally publishedYes

Keywords

  • Cost-savings
  • Invisible costs
  • Offshoring services

ASJC Scopus subject areas

  • Strategy and Management
  • Management Science and Operations Research
  • Industrial and Manufacturing Engineering

Fingerprint Dive into the research topics of 'Invisible costs in offshoring services work'. Together they form a unique fingerprint.

  • Cite this