Outsourcing of Customer-Facing CRM Processes: When and How Does It Impact Shareholder Value?

• Main Authors: Kartik, Kalaignanam, Kushwaha, Tarun, Steenkamp, J.B., TULI, Kapil R.
• Format: text
• Language: English
• Published: Institutional Knowledge at Singapore Management University 2013
• Subjects: information systems; IT policy and management; outsourcing; application contexts/sectors; marketing; Management Sciences and Quantitative Methods; Technology and Innovation
• Online Access: https://ink.library.smu.edu.sg/lkcsb_research/3630
• Institution: Singapore Management University

One central business activity that companies increasingly outsource is the information systems (IS) function. Previous research has shown that outsourcing of back-office IS generally has a positive effect on shareholder value of the outsourcing firm. Much less is known about the performance implicat...