Invisible costs in offshoring services work
研究了服务外包中除显性成本节约外的隐性成本，基于交互强度和交互距离构建概念框架，识别成本驱动因素并提出控制建议。
Abstract Offshoring service work is an accelerating trend. While the cost‐savings from offshoring service work are usually clear, operating at a distance also brings with it certain “invisible costs.” We combine existing service operations theory with insights from the literature on communications and culture to present a new conceptual framework, organized around interaction intensity and interaction distance. We identify the drivers of these costs. We conclude with recommendations for controlling or attenuating invisible costs in offshoring service work.