Seeking Opaque Indifference in Offshore BPO

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

doi:10.1007/978-3-642-33920-2_11

Cited by 6 publications

(1 citation statement)

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“…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%

Capturing CSR: Doing Good Offshore

Davidson

Wreford

Pervan

et al. 2014

Governing Sourcing Relationships. A Collection of Studies at the Country, Sector and Firm Level

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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: Introductionmentioning

confidence: 99%