Offshoring knowledge and service work: A conceptual model and research agenda

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Abstract

This paper presents two complementary conceptual models that help shed light on the complexities of offshoring service and knowledge work. In developing the model, we draw upon existing literature in the realm of service operations and delivery and build on insights from allied areas such as management and practice. The models offer a simple yet powerful way to conceptualize offshoring of knowledge and service work and to identify the inherent challenges that such strategies entail. The evolutionary model of offshoring parallels well-established work in the manufacturing literature to present a sequential view of building organizational competence in offshoring. The implications of the conceptual models have been discussed in a range of propositions that can be viewed as foundations for new inquiry in this research stream.

Original languageEnglish (US)
Pages (from-to)212-221
Number of pages10
JournalJournal of Operations Management
Volume26
Issue number2
DOIs
StatePublished - Mar 1 2008

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Keywords

  • Knowledge
  • Offshore
  • Offshoring
  • Outsourcing
  • Service
  • Transformational

ASJC Scopus subject areas

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

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