Opaque Indifference and Corporate Social Responsibility: A Moral License for Offshore BPO?

Wreford, John; Davidson, Fay; Pervan, Graham; Penter, Kevan

doi:10.1007/978-3-642-40951-6_12

Cited by 3 publications

(3 citation statements)

References 34 publications

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“…Wreford et al [5] discuss the connections between demonstrating corporate social responsibility and the social license to operate. The social license to operate is an element contributing to consumer support, and balancing the expectations of stakeholders.…”

Section: Overview Of Csr Literaturementioning

confidence: 99%

“…Wreford et al [5] investigated the relationship between CSR and trust in the creation of opaque indi↵erence for end-consumers of OBPO services provided by global-in-house centers, and the management of stakeholder relationships through the lens of moral license. McGraw and Dabski [33] also argue that there are positive links between stakeholders and organizations that acknowledge the impact of their activities on the community and environment.…”

Section: Utilization Of Csr Reportingmentioning

confidence: 99%

“…Further to this identification of the importance of the emotional element of client and vendor trust, Wreford et al [4] [5] identified the importance of trust as a factor of opaque indi↵erence in end-customer relationships particularly within captive, or global in-house centers (GICs). Similar to Noonan and Kelly's exploration of "anxiety and psychological security; and the role of trust as emotional commitment" [1], this research questions how the strategic practice of CSR by organizations operating global in-house centers contributes to trust and relationship management in O↵shore Business Process Outsourcing (OBPO).…”

Section: Introductionmentioning

confidence: 99%

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Global monitoring, and other drivers of high level reporting standards, have brought increasing pressure to embed Corporate Social Responsibility (CSR) in the day-today operations of many multinational companies. This move toward overt and targeted CSR responses and public reporting is prompting the strategic alignment of CSR with core business. Although driven in part by regulation, CSR initiatives and practice help demonstrate the moral authority of the corporate citizen. Practicing and publicly reporting CSR, presents an organization as ethical and worthy of trust, and in doing so, captures the good will, empathy and trust of stakeholders especially clients, customers and labor, in home countries. The development and maintenance of trust is integral to o↵shoring success. This research questions how the strategic practice of CSR by organizations, operating global in-house centers (GICs), contributes to relationship management in OBPO by positioning sta↵ in GICs as stakeholders.

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Section: Overview Of Csr Literaturementioning

confidence: 99%

Section: Utilization Of Csr Reportingmentioning

confidence: 99%