Subhashish Mitra, Amit Mittal and Pawan Kumar Chand, Chitkara Business School, Chitkara University, Punjab, India
BPOs, Call centres, India and Philippines
Present study like to examine the variables that are significant, in the selection of offshore outsourcing locations for the voice based jobs in India and Philippines. The study has statistically tested human resources factors, finance factors, national level factors, communication, language, culture, client and service provider relationship, service delivery, organizations credentials and regulatory environment. The study has used descriptive research design, survey questionnaire method and deliberative purposive sampling techniques on the total sample size of 178 top and middle level employees of BPOs and Call centres. Data were analyzed using structure equation modeling, multiple regression, weighted least square method and Path analysis…
Athreye, S. (2005). The Indian software industry, in Arora and Gambardella (ed.), From Underdogs to Tigers, Oxford University Press: Oxford. http://doi.org/10.3386/w16167.
Babu, R (2004).Cyber Coolies in BPO: Insecurities and Vulnerabilities of Non-Standard Work, Economic and Political Weekly, Vol. 39, No. 5, pp. 492–497.
Bagozzi, R. (1980). Causal models in marketing. New York: Wiley. http://doi.org/10.1002/9781118785317.weom090037
Bentler, P. M. (1990). Comparative fit indexes in structural models. Psychological Bulletin, 107, 238-246.
Bhatnaga, R., & Amrik, S. S. (2005). Supply chain competitiveness: Measuring the impact of location factors, uncertainty and manufacturing practices. Technovation, 25, 443–456. http://doi.org/10.1016/j.technovation.2003.09.012.
Budhwar, P., Varma, A., Singh, V. & Dhar, R. (2006). HRM Systems of Indian Call Centers: An Exploratory Study, International Journal of Human Resource Management, 17 (5): 881- 97. http://dx.doi.org/10.1080/09585190600640976.
Cheon, M.J., Grover, V., Teng, J.T.C.,(1995). Theoretical perspective on the outsourcing of information systems. Journal of Technology Information 10, 209–219. http://dx.doi.org/10.1057/jit.1995.25.
Chong, A. Y. L., Chan, F. T. S., Ooi, K. B, & Sim, J. J. (2011). Can Malaysian firms improve organizational/innovation performance via SCM? Industrial Management & Data Systems, 111(3), 410-431. http://dx.doi.org/10.1108/02635571111118288.
Chordas, L. (2003). Global Outsourcing: Eyes on India. BEST’s Review, 2003 (May 1) 98-103.
Currie, W.L (2000). The supply-side of IT outsourcing: the trend towards mergers, acquisitions and joint ventures. International Journal of Physical Distribution and Logistics Management. 38(4), 238-254. http://dx.doi.org/10.1108/09600030010325993.