Implementing Global Business Services in a Plural Sourcing Context: Conceptualizing Modes of Service Governance

Albert Plugge*, Shahrokh Nikou

*Corresponding author for this work

Research output: Chapter in Book/Conference proceedingConference contributionScientificpeer-review

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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 languageEnglish
Title of host publicationProceedings of the 54th Hawaii International Conference on System Sciences
Subtitle of host publicationHICSS 2021
Number of pages10
ISBN (Electronic)978-0-9981331-4-0
Publication statusPublished - 5 Jan 2021
MoE publication typeA4 Article in a conference publication
EventHawaii International Conference on System Sciences (HICSS) - HAWAII, United States
Duration: 5 Jan 20218 Jan 2021


ConferenceHawaii International Conference on System Sciences (HICSS)
Abbreviated titleHICSS 2021
Country/TerritoryUnited States
Internet address


  • Business Services
  • Plural Sourcing
  • Service Governance
  • Exploratory Research
  • Mini-Cases


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