Augmenting Conflict Resolution with Informational Response: A Holistic View of Governance Choice in Business Process Outsourcing
By Deepa Mani, Anitesh Barua
Journal of Management Information Systems | 2014
Citation
Mani, Deepa., Barua, Anitesh. (2013). Augmenting Conflict Resolution with Informational Response: A Holistic View of Governance Choice in Business Process Outsourcing Journal of Management Information Systems .
Copyright
Journal of Management Information Systems, 2013
Share:
Abstract
While business process outsourcing (BPO) is considered a strategic necessity in the modern enterprise, recent research and industry observations suggest that firms may not always decide upon BPO governance structures that maximize value creation. In analyzing how firms should manage this inter-organizational relationship, we consider the level of hierarchical controls embedded in the governance structure. We integrate perspectives from neo-institutional economics and information processing theory to posit that the relationship between the uncertainty in business environment, task and BPO relationship and the chosen governance structure is mediated by Information Processing requirements. Further, we draw upon Information Systems literature on inter-organizational systems to hypothesize that technological capabilities that enable communication, coordination and collaboration in the BPO relationship play a moderating role in enabling higher levels of hierarchical control in response to higher levels of IP requirements. Data on 130 BPO initiatives provide empirical support for our hypotheses regarding the mediating and moderating effects of IP requirements and technological capabilities respectively. These results bear implications for theory building regarding complex inter-organizational relationships characterized by incentive conflicts and complexity.

Professor Deepa Mani is Professor of Information Systems and the Deputy Dean of Academic Programmes & Digital Learning at the Indian School of Business. Deepa’s research interests are at the intersection of technology, organisation, and society. She has demonstrated significant thought leadership on the business and policy implications of technological innovations and investments. Her research articles have been published in leading academic journals and extensively featured in refereed conference proceedings, edited book chapters, and popular media outlets. Deepa serves as a Senior Editor at Information Systems Research. Deepa’s research has also had widespread impact on business practice and policy. In recognition of her impact, she was awarded the prestigious INFORMS Information Systems Society (ISS) Practical Impacts Award in 2022.

Deepa has been appointed to serve on several expert committees of the Central and State governments to provide guidance on policies for the digital economy, digital interventions in key sectors, and catalyse grassroot impacts using technology. She also extensively coaches organizations, keynotes corporate leadership events, and conducts executive education in the areas of digital business models, digital transformation and technology product management.

Deepa completed her undergraduate education at St. Stephen’s College, Delhi University, Masters in Information Systems from Carnegie Mellon University, Pennsylvania, and her doctorate in Information Systems from the University of Texas, Austin.

Deepa Mani (1)
Deepa Mani