2,253 research outputs found

    Offshoring and CSR Practices in the Context of Global Production

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    Organizational Responsiveness to Anti-offshoring Institutional Pressures

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    This study explores the extent to which organizations are responsive to pressures from institutional constituents against offshoring of information technology and business processes. Drawing on a theoretical framework that integrates institutional and strategic explanations, it proposes that organizational responsiveness to anti-offshoring institutional pressures is a function of both the characteristics of such pressures as well as organizations’ prior success with offshoring. Results based on moderated hierarchical multiple regression analyses on survey data from 84 offshoring client organizations indicate the following. First, both greater organizational expectations of enhanced social legitimacy obtained from compliance and mimetic influences from other organizations led to greater organizational responsiveness. Second, despite the strong precedent, organizational dependence on a key pressuring constituent had no effect. Third, both conflict of institutional expectations with organizational goals and greater regulatory environment uncertainty reduced responsiveness. Fourth, surprisingly, organizational success with offshoring had no direct effect on responsiveness. However, it attenuated the otherwise strong positive effect of social legitimacy and exacerbated the negative effect of regulatory environment uncertainty. Implications of these findings for research and practice are discussed

    Critical Success Factors in the Offshore Business Process Outsourcing of Debt Collection to India

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    This research identifies critical success factors for the offshore business process outsourcing of debt collection to India. It develops a critical success factor model for offshore debt collection incorporating the new concept of Opaque Indifference. Opaque Indifference is a series of constructed states eliminating negative cues for debtors dealing with offshore debt collectors. The research contributes to the existing literature by applying information systems outsourcing theory to the offshore business process outsourcing of debt collection

    Operationalizing the Health Care Benefit Corporation

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    implications to CRM and public policy

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    Thesis(Doctoral) --KDI School:Ph.D in Public Policy,2017With the advent of the Internet and Mobile Communications, the nature of communication has changed significantly over the past few decades .The promotion of technologies among the common people has been found to be an important element of public policy to reduce the digital divide. The rapid advancement of information technology (IT), automation systems and data communications systems leads to improvement of intelligent transport systems (ITS). ITS covers all branches of transportation and involves all dynamically interacting elements of transportation system, i.e. transport means, infrastructure, drivers and commuters. However, few researches have been carried out in the context of public sectors, especially that involving ITS. The purpose of this study is to investigate the justice dimensions that influence satisfaction and public confidence in the context of ITS and to explore implications to Citizen/Customer Relationship Management (CRM) and public policy. This study investigates the following research questions: i) Do levels of perceived justice (distributive, procedural and interactional) in ITS environment affect levels of satisfaction/dissatisfaction? ii) Do levels of satisfaction form ITS affect levels of public confidence? iii) Do levels of dissatisfaction form ITS affect levels of willingness to complain? iv) Do levels of dissatisfaction form ITS affect levels of complaining behavior? v) Do levels of complaining behavior in ITS environment affect levels of satisfaction with complaint handling when the complaints are resolved based on three dimensions (distributive, procedural and interactional)of justice? vi) Do levels of willingness to complain in ITS environment affect levels of public confidence? vii) Do levels of satisfaction with complaint handling in ITS environment affect levels of public confidence? The findings of this study imply that ITS users are more importantly perceive to equity and equality issues, or distributive justice. The employment of ITS should not be limited to the technical aspects of ITS, but should focus more attention on the subjective domain of justice. The results of this study also have important implications for public complaint handling in terms of increasing public satisfaction with ITS, which is crucial for CRM.Part I: Exploring Satisfaction/Dissatisfaction and Public Confidence in the ITS Environment; Implications to CRM and Public Policy Part II: ComparingSatisfaction/Dissatisfaction and Public Confidence in the ITS Environment in Public and Private Transportation Part III: Implementation Strategy of ITS in Developing CountriesdoctoralpublishedA. K. M. Anisur RAHMAN

    ERP implementation methodologies and frameworks: a literature review

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    Enterprise Resource Planning (ERP) implementation is a complex and vibrant process, one that involves a combination of technological and organizational interactions. Often an ERP implementation project is the single largest IT project that an organization has ever launched and requires a mutual fit of system and organization. Also the concept of an ERP implementation supporting business processes across many different departments is not a generic, rigid and uniform concept and depends on variety of factors. As a result, the issues addressing the ERP implementation process have been one of the major concerns in industry. Therefore ERP implementation receives attention from practitioners and scholars and both, business as well as academic literature is abundant and not always very conclusive or coherent. However, research on ERP systems so far has been mainly focused on diffusion, use and impact issues. Less attention has been given to the methods used during the configuration and the implementation of ERP systems, even though they are commonly used in practice, they still remain largely unexplored and undocumented in Information Systems research. So, the academic relevance of this research is the contribution to the existing body of scientific knowledge. An annotated brief literature review is done in order to evaluate the current state of the existing academic literature. The purpose is to present a systematic overview of relevant ERP implementation methodologies and frameworks as a desire for achieving a better taxonomy of ERP implementation methodologies. This paper is useful to researchers who are interested in ERP implementation methodologies and frameworks. Results will serve as an input for a classification of the existing ERP implementation methodologies and frameworks. Also, this paper aims also at the professional ERP community involved in the process of ERP implementation by promoting a better understanding of ERP implementation methodologies and frameworks, its variety and history

    Greening the grid : the ecological modernisation of network-bound systems

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    Environmental innovation in network-bound systems influences the traditional relations between providers of these services and consumers. By applying ecological modernisation theory to environmental innovation in Dutch water and electricity systems, it is argued that projects which aim at 'environmental monitoring' and 'environmental differentiation' are most relevant to study the changing relations between consumers and providers as well as opportunities for environmental reform.Consumer-oriented environmental monitoring offers transparency to both consumers and providers concerning environmental performance. Monitoring and metering projects in Dutch water and electricity systems do not yet meet the requirements of transparency in environmental performance at both sides of the meter.Environmental differentiation and market liberalisation of network-bound systems enable users to make a shift from the traditional role of 'captive consumer' to that of 'customer', 'co-provider' and 'citizen-consumer'. The study of environmental differentiation in Dutch water and electricity sectors illustrated that consumer involvement towards providers indeed diversifies along these lines.The insights in this study of consumer-provider relations in water and electricity systems are also valid for the ecological modernisation of other network-bound systems like transport and sanitation systems and other systems of provision such as the food sector
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