Global integrated service management: a study of the GISM implementation in a multinational and its subsidiaries in the information technology business

Relational Competence, Customer Trust and Relationship Effectiveness in an Offshore Service Provider: The Case of IBM Brazil

“…In special, these managerial implications can be thought in terms of challenges for Brazilian companies. Recent research (such as Oliveria Junior et al, 2007, Gião and Oliveira Junior, 2009and Scumparim et al, 2009 point out Brazil as a potential global player to offer and host offshoring services due to the relative robustness of infra-structure and availability of qualified human resources allowing for cost reduction. However, research identified several barriers to leveraging Brazil's market potential to offshoring, including the few abilities with English as a foreign language and limited cross-cultural relational experiences.…”