Building Service Provider Capabilities: The Impact of Clients and Service Types in Service Offshore Outsourcing

Kristin Brandl, Manya Jaura, Peter D. Ørberg Jensen

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    Abstract

    In this paper we study whether and how the interaction between clients and the service providers contributes to the development of capabilities in service provider firms. In situations where such a contribution occurs, we analyze how different types of activities in the production process of the services, such as sequential or reciprocal task activities, influence the development of different types of capabilities. We study five cases of offshore-outsourced knowledge-intensive business services that are distinguished according to their reciprocal or sequential task activities in their production process. We find that clients influence the development of human capital capabilities and management capabilities in reciprocally produced services. While in sequential produced services clients influence the development of organizational capital capabilities and management capital capabilities.
    Original languageEnglish
    Publication date18 Sep 2015
    Number of pages26
    Publication statusPublished - 18 Sep 2015
    EventAIB 2015 Annual Meeting: Global Networks:Organizations and People - Indian Institute of Management, Bangalore (IIMB), Bengaluru, India
    Duration: 27 Jun 201530 Jun 2015
    Conference number: 57
    https://aib.msu.edu/events/2015/

    Conference

    ConferenceAIB 2015 Annual Meeting
    Number57
    LocationIndian Institute of Management, Bangalore (IIMB)
    CountryIndia
    CityBengaluru
    Period27/06/201530/06/2015
    Internet address

    Cite this

    Brandl, K., Jaura, M., & Ørberg Jensen, P. D. (2015). Building Service Provider Capabilities: The Impact of Clients and Service Types in Service Offshore Outsourcing. Paper presented at AIB 2015 Annual Meeting, Bengaluru, India.