The Outsourcing of It-Enabled Business Processes: A Conceptual Model of the Location Decision

Journal of International Management, 11(2), 253-268, 2005

16 Pages Posted: 20 Nov 2012

See all articles by Michael Graf

Michael Graf

affiliation not provided to SSRN

Susan M. Mudambi

Fox School of Business, Temple University; Fox School of Business, Temple University

Date Written: 2005

Abstract

As business process outsourcing (BPO) becomes more widespread, customers, the general public and politicians have increasingly questioned and criticized firms’ outsourcing decisions to foreign locations. In this paper, we develop and apply theory to improve understanding of the outsourcing location decision for IT-enabled business processes. We do this by adding a human capital imension and moderating factors to the Dunning framework of infrastructure, country risk and government policy. The inclusion of a human capital dimension is justified due to the nature of IT-enabled business processes, with their inherent tradeoffs between high tech and high touch. The model also incorporates firm-specific moderating factors, such as the firm’s outsourcing objectives and experience, and situation-specific moderators including the nature of the business process and customer expectations. The model provides a way for firms and researchers to take a more systematic and comprehensive approach to outsourcing location decisions. We conclude with a discussion of the managerial and research implications.

Keywords: outsourcing, IT, tech-touch tradeoffs

Suggested Citation

Graf, Michael and Mudambi, Susan M., The Outsourcing of It-Enabled Business Processes: A Conceptual Model of the Location Decision (2005). Journal of International Management, 11(2), 253-268, 2005, Available at SSRN: https://ssrn.com/abstract=2178255

Michael Graf

affiliation not provided to SSRN ( email )

Susan M. Mudambi (Contact Author)

Fox School of Business, Temple University ( email )

1801 Liacouras Walk
Alter 524
Philadelphia, PA 19122
United States
215-204-3561 (Phone)

Fox School of Business, Temple University ( email )

1801 Liacouras Walk
524 Alter Hall
Philadelphia, PA 19122
United States

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