Managing Culture as Critical Success Factor in Outsourcing

Beardsell, Julie

doi:10.2139/ssrn.1490442

Cited by 4 publications

(4 citation statements)

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“…jobs lying beneath the strict limits of the prevailing current or direction. Outsourcing and the call center industry are often still considered to be a peripheral business function and, hence, part of the secondary labor market, being prompted by the argument of cutting costs down (Beardsell 2009), and by the labor-intensive business model (Padilla-Vega et al 2020;Wang and Hung 2016). While some research considers the call center industry to be a mix of labor-intensive and technology-intensive (Dai and Li 2015), most of the studies identify specifics of the secondary labor market within this industry.…”

Section: Call Centers As Part Of the Secondary Labor Market And The E...mentioning

confidence: 99%

Perceptions of third country migrants about secondary labor market concentration. A case of call center jobs in Romania

Roşca¹

2022

RCV

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This article sets to investigate the perceptions of migrants about call center labor in Romania. Narrative evidence was gathered from six oral history interviews conducted between June 2021 and January 2022 with third country nationals who lived in Romania. All of them had call[1]center labor experiences in this country. Narrative research is employed in order to analyze and interpret the lived experiences recalled by the migrants. Results show that the lack of destination language skills, of sufficient professional experience, and the unrecognition of home society qualifications are among the most encountered ideas which migrants believe restrict their access onto the primary labor market, and force them into the secondary market. Deskilling is also common among migrants, who accept secondary labor market jobs, below their qualifications, because of migrant-related status reasons that impede their access onto the primary labor market. Nonetheless, high attrition rates specific to call-center businesses can be regarded as an advantage for migrants, allowing them ease of access and exit onto and from the secondary labor market. Keywords: dual labor market; secondary labor market; migration; call centers; social stratification. ●●●●● Acest articol își propune să investigheze percepțiile migranților despre munca în centrele de contact din România. Dovezi narative sunt adunate din șase interviuri de istorie orală efectuate între iunie 2021 și ianuarie 2022 cu resortisanți ai țărilor terțe care locuiesc în România și care au avut experiențe de muncă în centre de apel din această țară. Cercetarea narativă este folosită pentru analiza și interpretarea experiențelor trăite de migranți. Rezultatele arată că lipsa cunoștințelor limbii române, a experienței profesionale suficiente și nerecunoașterea calificărilor din țara de origine sunt printre factorii despre care migranții consideră că le restrâng cel mai mult accesul pe piața primară a muncii și îi împing înspre piața secundară. Decalificarea este, de asemenea, obișnuită în rândul migranților, care acceptă locuri de muncă sub nivelul lor de calificare, pe piața secundară a muncii, din motive legate de statut. Cu toate acestea, desele schimbări de personal din centrele de apeluri pot fi privite ca un avantaj pentru migranți, permițându-le un acces ușor pe piața secundară, dar și o ieșire la fel de ușoară. Cuvinte-cheie: piața duală a muncii; piața secundară a muncii; migrație; centre de apel; stratificare socială.

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Section: Call Centers As Part Of the Secondary Labor Market And The E...mentioning

confidence: 99%

Perceptions of third country migrants about secondary labor market concentration. A case of call center jobs in Romania

Roşca¹

2022

RCV

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“…There are many reasons for dissatisfaction of outsourcing the e-government as well as poorly structured, relationship and delivery problem, behavioral aspects of the client and the service provider to a lack of innovation (Beardsell, 2009). Malaysian criticized towards the assessment of Public Services' strength and weaknesses.…”

Section: Problem Statementmentioning

confidence: 99%

“…Outsourcing is a strategic management model transferring business processes to another company ( (Beardsell, 2009). The concept is to have certain management and/or day-to-day business functions done by a third party service provider.…”

Section: Strategic Management Theorymentioning

confidence: 99%

“…The concept is to have certain management and/or day-to-day business functions done by a third party service provider. Outsourcing occurs when a company hires a vendor for a specific expertise that is not available in-house (Beardsell, 2009). This company does so after calculating the economic costs and the return of investment so as to ensure competitive advantage.…”

Section: Strategic Management Theorymentioning

confidence: 99%

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Electronic Government Outsourcing Issues in Malaysia

Samsudin¹,

Hashim²,

Fuzi³

2013

JOOIM

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In today's knowledge-driven economy, information and communication technologies (ICTs) are major enablers in all sectors particularly in government departments. Furthermore, it is infinitely acknowledged that information is power, thus, in keeping up with the ICT evolution, the transformation to e-government has continued to be Malaysia's main agenda for economic resilience, capacity building and social capital integration. However, not all government agencies are able to offer the core e-government services to the public as cost, legacy systems and advance ICT skills are the main barriers. Therefore, agencies have to resort to outsourcing where another set of issues have to be contended with. Consequently, the objective of this paper is to provide preliminary insights on a case study of a federal agency's issues with outsourcing, specifically by assessing the feasibility of outsourcing an agency's core e-services including other aspects of backsourcing or insourcing. Also, the findings from the qualitative inquiries and analyses would provide a new framework on outsourcing issues, particularly for e-government services. The implications of this study is that online public services are crucial to a country's socio-economic development as this offsets other important agenda to catapult the country's growth and wellbeing toward Vision 2020 as well as to sustain these positive developments. Also, the ripple effect of an effective and efficient e-service delivery will certainly affect other national issues such as citizen integration, public well-being, international relations, and political stability.

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