Implementing global business services in a plural sourcing context

Conceptualizing modes of service governance

Conference paper (2021)

Authors

A.G. Plugge Responsible Marketing and Consumer Behavior
S. Nikou Stockholm University, Åbo Akademi University,
Shahrokh Nikou Stockholm University, Åbo Akademi University,
Research Group
Responsible Marketing and Consumer Behavior
Copyright: © 2021 A.G. Plugge, S.N. Nikou
DOI: https://doi.org/10.24251/HICSS.2021.719
More Info
expand_more

Published Date

2021

Language

English

Research Group

Responsible Marketing and Consumer Behavior

Abstract

To increase organizational responsiveness, firms nowadays seek various approaches in delivering global shared business services. Today, global operating firms apply a plural sourcing model that consists of both in-house and outsourced business services. As such, service governance is needed to manage interdependencies between vendors, both in-house and outsourced. However, as far aswe know no study has yet addressed how global business services are governed within the context of plural sourcing. We conducted 68 semi-structured interviews with executive management of international firms and distributed a survey questionnaire to explore service governance modes. As a result, we identify five service governance modes: regional, global, centralized, de-centralized and multifunctional. Our paper contributes to research on global business services and plural sourcing by exploring various service governance modes. Theoretical and practical implications are discussed.