Abstract
To increase organizational responsiveness, firms nowadays seek various approaches in delivering global shared business services. Today, global operating firms apply a plural sourcing model that consists of both in-house and outsourced business services. As such, service governance is needed to manage interdependencies between vendors, both in-house and outsourced. However, as far as we know no study has yet addressed how global business services are governed within the context of plural sourcing. We conducted 68 semi-structured interviews with executive management of international firms and distributed a survey questionnaire to explore service governance modes. As a result, we identify five service governance modes: regional, global, centralized, de-centralized and multifunctional. Our paper contributes to research on global business services and plural sourcing by exploring various service governance modes. Theoretical and practical implications are discussed.
| Original language | English |
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| Title of host publication | Proceedings of the 54th Annual Hawaii International Conference on System Sciences, HICSS 2021 |
| Subtitle of host publication | HICSS 2021 |
| Editors | Tung X. Bui |
| Publisher | IEEE |
| Pages | 5944-5953 |
| Number of pages | 10 |
| ISBN (Electronic) | 978-0-9981331-4-0 |
| Publication status | Published - 5 Jan 2021 |
| MoE publication type | A4 Article in a conference publication |
| Event | Hawaii International Conference on System Sciences (HICSS) - HAWAII, United States Duration: 5 Jan 2021 → 8 Jan 2021 https://hicss.hawaii.edu |
Publication series
| Name | Proceedings of the Annual Hawaii International Conference on System Sciences |
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| Volume | 2020-January |
| ISSN (Print) | 1530-1605 |
Conference
| Conference | Hawaii International Conference on System Sciences (HICSS) |
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| Abbreviated title | HICSS 2021 |
| Country/Territory | United States |
| Period | 05/01/21 → 08/01/21 |
| Internet address |
Keywords
- Business Services
- Plural Sourcing
- Service Governance
- Exploratory Research
- Mini-Cases