Invisible costs in offshoring services work

Anne Stringfellow, Mary B. Teagarden, Winter Nie

Research output: Contribution to journalArticlepeer-review

199 Scopus citations


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
Issue number2
StatePublished - Mar 2008
Externally publishedYes


  • Cost-savings
  • Invisible costs
  • Offshoring services

ASJC Scopus subject areas

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


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