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This is one of the few books on the market dealing with offshoring of professional services, a dynamic phenomenon of high relevance in the global economy. The market for offshore services is worth more than 1 trillion dollars annually and employs millions of people. Global offshoring of services has been recently undergoing a profound transformation due to automation and robotisation of tasks. It can be associated with the increased codifi cation of knowledge, commoditisation of services and advancement in technology. The global perspective has been supplemented by a detailed analysis of offshoring in Central and Eastern Europe. It witnesses a dynamic growth of foreign direct investment (FDI) in professional services, resulting in capital and knowledge transfers. This books is a result of a holistic approach and an interdisciplinary research. It is enriched with conclusions from meetings with representatives of: authorities responsible for attracting FDI; associations of offshoring fi rms; and enterprises operating in professional services. It was also a result of numerous discussions with scholars during academic conferences and research seminars.

BUSINESS & ECONOMICS / Management Science. --- offshoring of business services --- automation --- global business centres --- advanced business services

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Over the past ten years there has been a massive growth in call centres worldwide. These centres are said to represent the most dynamic growth area in white-collar employment internationally since the mid 1990s. Yet the footloose and global nature of the industry means that jobs will always be susceptible to outsourced operations, ICT developments, public sector subsidization of business restructuring and re-location, and cheaper operations elsewhere. This book conducts a thorough analysis of this modern phenomenon.

Call centers. --- Telecommunication. --- Electric communication --- Mass communication --- Telecom --- Telecommunication industry --- Telecommunications --- Communication --- Information theory --- Telecommuting --- Telephone stations --- work --- employees --- managers --- agents --- operation --- sector --- offshoring --- research --- business --- process

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"Recent developments have caused important changes in the IT industry: while being considered comparatively resistant to international relocation of jobs for a long time, the IT industry's landscape has changed a lot in the course of the 1990s, when IT companies started to make use of low-wage destinations and integrated them in globally distributed workflows. According to many authors the internationalisation of the IT industry does not only put jobs in high-wage countries into jeopardy, but also formalizes and standardizes the working processes, thus significantly limiting the employees' task discretion. Drawing upon case studies in the Indian subsidiaries of two transnationally operating IT companies, the presented study critically questions this prognosis. The results clearly show that the forms of work organisation and control in the IT industry do not develop homogeneously or uniformly in the course of internationalization. Instead, it is possible to identify specific modes of reorganization that are shaped by varying patterns of internationalization, on the one hand, and the institutional settings of the offshore destinations, on the other hand." Arbeit in den Bereichen Softwareentwicklung und IT-Dienstleistungen galt lange Zeit als weitgehend resistent gegen die internationale Verlagerung. Doch spätestens seit Mitte der 1990er Jahre hat sich das Bild grundsätzlich gewandelt und auch in diesem Bereich der Wirtschaft begannen Unternehmen, ihre Produktion zunehmend zu internationalisieren. Der Internationalisierung wird in der Folge zugeschrieben, die Formen der Arbeitsorganisation und -kontrolle in dieser Branche grundsätzlich zu verändern, da die globale Verlagerung von Arbeitsprozessen deren zunehmende Standardisierung und Formalisierung nach sich ziehe und damit die Arbeit der IT-Beschäftigten in wesentlich direkterer Form der Kontrolle durch das Management unterwerfe. Entgegen dieser Prognose zeigt die vorliegende Arbeit unter Rückgriff auf zwei Fallstudien in transnational operierenden IT-Unternehmen, dass sich in der IT-Industrie im Zuge der Internationalisierung weniger einheitliche Tendenzen der Arbeitsorganisation und -kontrolle durchsetzen. Vielmehr setzen sich unterschiedliche Reorganisationsmodi von Arbeit durch, die mit unterschiedlichen Folgen für die Arbeitssituation der Beschäftigten einhergehen und von dem dynamischen Wechselspiel zwischen variierenden Internationalisierungswegen innerhalb der IT-Industrie und den institutionellen Gegebenheiten der Offshore-Standorte geprägt sind.

Globalization. --- International organization. --- Offshore outsourcing. --- Information technology. --- Social Science --- IT industries --- Offshoring --- Arbeitsmarkt --- Aufgabe (Pflicht) --- Fluktuation --- Indien --- Informationstechnik --- IT-Dienstleistung --- Manager (Wirtschaft) --- Projektleiter --- Software

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Companies are increasingly sourcing services from third party providers on a global level. Nevertheless, the academic research on phenomena such as offshoring, international purchasing and the sourcing of certain specific categories is still scarce. Lydia Bals provides terminological clarity regarding the field of offshoring. She identifies different types of offshoring, concluding that the buy option of offshore outsourcing versus hybrid or make options is directly related to purchasing. Her in-depth analysis specifically focuses on the sourcing of marketing services. In this context, the investigations of purchasing/marketing integration provide a conceptual model of barriers to purchasing involvement in sourcing of services. Moreover, the author seeks to shed light on issues of providing incentives for advertising agencies from an agency theory perspective. The case study illustrates that the measures taken against an initially problematic situation in the purchase of advertising agency services correspond with the theoretically identified solution mechanisms.

Contracting out. --- Offshore outsourcing. --- International business enterprises --- Management. --- Off-shoring --- Offshoring --- Contracting out --- Contract services --- Contracting for services --- Outsourcing --- Services, Contracting for --- Letting of contracts --- Privatization --- Public contracts --- Industrial procurement. --- Production management. --- Procurement. --- Operations Management. --- Manufacturing management --- Industrial management --- Buyer-supplier relations --- Buying, Industrial --- Industrial buying --- Industrial equipment --- Industrial purchasing --- Procurement, Industrial --- Purchasing, Industrial --- Supplier-buyer relations --- Purchasing

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Trade regulation. --- Contracting out. --- Offshore outsourcing. --- Off-shoring --- Offshoring --- Contract services --- Contracting for services --- Outsourcing --- Services, Contracting for --- Regulation of trade --- Regulatory reform --- Trade regulation --- Law and legislation --- Contracting out --- Letting of contracts --- Privatization --- Public contracts --- Commercial law --- Consumer protection --- Deregulation --- Offshore outsourcing --- E-books