Outsourcing and customer service: cultures and competencies

Morgan, Stephanie (2010) Outsourcing and customer service: cultures and competencies. In: British Psychological Society (BPS) Division of Occupational Society Annual Conference; 13-15 Jan 2010, Brighton, U.K..

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Abstract

Outsourcing requires staff from two organisations to work together to achieve sometimes conflicting ends. Practitioner advice suggests a matching of organisational cultures; however, whilst there is some research on the impact of national culture in offshore outsourcing, little attention has been paid to the issue of organisational culture, nor the type of interventions that may be useful. This paper discusses research on differences in organisational culture between suppliers and clients in outsourcing, and potential best-practice in staff development to reduce problems.

Item Type: Conference or Workshop Item (Paper)
Event Title: British Psychological Society (BPS) Division of Occupational Society Annual Conference
Uncontrolled Keywords: outsourcing culture
Research Area: Psychology
Business and management studies
Faculty, School or Research Centre: Faculty of Business and Law
Faculty of Business and Law > Kingston Business School (Leadership, HRM and Organisation) (until July 2013)
Depositing User: Stephanie Morgan
Date Deposited: 25 Mar 2010 12:22
Last Modified: 16 Jul 2012 21:49
URI: http://eprints.kingston.ac.uk/id/eprint/12132

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