Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
Outsourcing contact centers: internal branding challenges and consequences
KTH, School of Industrial Engineering and Management (ITM), Industrial Economics and Management (Dept.).
Univ Pretoria, Gordon Inst Business Sci, Johannesburg, South Africa..
2019 (English)In: Journal of business & industrial marketing, ISSN 0885-8624, E-ISSN 2052-1189, Vol. 34, no 5, p. 921-930Article in journal (Refereed) Published
Abstract [en]

Purpose The purpose of this paper is to develop a deeper understanding of the philosophy adopted by organizations in making the decision to outsource contact centers or not. Design/methodology/approach A phenomenological study was used to develop an understanding of industry participants' experience of the outsourcing of contact centers in South Africa. Ten in-depth interviews were conducted. Content analysis identified key thoughts and common themes. This was used to develop a model for outsourcing. Findings Evidence was found to support three propositions developed from the literature regarding the reasons for and the unintended consequences of outsourcing. A model was developed to illustrate how costs can be reduced by outsourcing under different conditions of "headcount constraints" and "failure costs" of customer relationship management. Originality/value New knowledge is provided about the philosophy adopted by organizations when outsourcing contact centers. A model is presented to guide managers in the outsourcing decision-making process.

Place, publisher, year, edition, pages
EMERALD GROUP PUBLISHING LTD , 2019. Vol. 34, no 5, p. 921-930
Keywords [en]
Customer relationship management, Outsourcing, Governance, Contact centers, Unintended consequences, Internal brand management
National Category
Business Administration
Identifiers
URN: urn:nbn:se:kth:diva-257586DOI: 10.1108/JBIM-10-2018-0311ISI: 000479264400001Scopus ID: 2-s2.0-85067875276OAI: oai:DiVA.org:kth-257586DiVA, id: diva2:1353017
Note

QC 20190920

Available from: 2019-09-20 Created: 2019-09-20 Last updated: 2019-09-20Bibliographically approved

Open Access in DiVA

No full text in DiVA

Other links

Publisher's full textScopus

Search in DiVA

By author/editor
du Preez, Rose
By organisation
Industrial Economics and Management (Dept.)
In the same journal
Journal of business & industrial marketing
Business Administration

Search outside of DiVA

GoogleGoogle Scholar

doi
urn-nbn

Altmetric score

doi
urn-nbn
Total: 8 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf