Purpose - Research into post contract management control in inter-organizational relationships in general is immature and studies of transactional arrangements such as back-office BPO even more so. The global BPO market has grown from over $47 Billion in 2006 to over $75 Billion by 2011. However, satisfaction with such arrangements has been reported to be very low. Neither management control nor economic theories appear able to fully explain how control is realized between firms. This research provides a detailed qualitative analysis of post contract management control methods utilized in practice in a BPO context. Design / methodology / approach - an embedded multiple case study of four transactional BPO arrangements was employed to support generalizability. Data was collected from the USA, UK and India. Sources of evidence from both sides of the dyadic relationship were used to minimize problems of construct validity. A case study protocol was established to maximize case study reliability. Data analysis comprised within case and cross case analyses.
| Identifer | oai:union.ndltd.org:bl.uk/oai:ethos.bl.uk:604653 |
| Date | January 2013 |
| Creators | McKittrick, Alan |
| Publisher | University of Ulster |
| Source Sets | Ethos UK |
| Detected Language | English |
| Type | Electronic Thesis or Dissertation |
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