Facilitating offshoring with enterprise technologies: Reducing operational friction in the governance and production of services
结合交易成本理论和运营管理模型，分析服务流程离岸外包的挑战，并提出企业技术（如标准化交易基础设施）和成功采用企业系统所培养的组织能力如何帮助缓解离岸治理难题。
Abstract The development of cheap and robust communications technologies has lowered the cost of conducting business transactions across international boarders and opened up low wage rate global labor markets to firms facing demand for cheap and efficient service delivery. A review of transaction cost theory and operations management models of service process disaggregation reveals parallels between the how firm boundaries are determined and how certain service process elements can be disaggregated from face‐to‐face customer contact. This theoretical background is used to identify challenges to the effective offshoring of service processes. The competitive capability literature offers suggestions as to how firms might acquire the internal capabilities required to manage offshore service processes. Propositions are developed on how the standardized transactional infrastructure of enterprise technologies (and the organizational competencies developed by successful enterprise system adopters) may help mitigate the challenges of offshore governance.