TY - JOUR
T1 - Effects of risks on the performance of business process outsourcing projects
T2 - The moderating roles of knowledge management capabilities
AU - Zhang, Yajun
AU - Liu, Shan
AU - Tan, Jing
AU - Jiang, Guoyin
AU - Zhu, Qing
N1 - Publisher Copyright:
© 2017 Elsevier Ltd and Association for Project Management and the International Project Management Association
PY - 2018/5
Y1 - 2018/5
N2 - Although business process outsourcing (BPO) can reduce cost and enhance the competitiveness of firms, the implementation of BPO projects is unsatisfactory. By integrating knowledge management capability theory and risk-based view, we develop a model of how different types of BPO risks affect project satisfaction and how knowledge management capability changes the influences of BPO risks. A survey of 121 BPO projects was conducted among BPO client department manager and project manager through a pairwise design. Empirical evidence reveals that social system, technical system, and project management risks negatively affect BPO project satisfaction. However, cultural, technological, and structural levels of knowledge management capabilities weaken the negative risk effects of social system, technical system, and project management, respectively. Different types of risks and knowledge management capabilities should be matched to achieve effective risk management.
AB - Although business process outsourcing (BPO) can reduce cost and enhance the competitiveness of firms, the implementation of BPO projects is unsatisfactory. By integrating knowledge management capability theory and risk-based view, we develop a model of how different types of BPO risks affect project satisfaction and how knowledge management capability changes the influences of BPO risks. A survey of 121 BPO projects was conducted among BPO client department manager and project manager through a pairwise design. Empirical evidence reveals that social system, technical system, and project management risks negatively affect BPO project satisfaction. However, cultural, technological, and structural levels of knowledge management capabilities weaken the negative risk effects of social system, technical system, and project management, respectively. Different types of risks and knowledge management capabilities should be matched to achieve effective risk management.
KW - Business process outsourcing
KW - Knowledge management capability
KW - Pair-wised survey
KW - Project satisfaction
KW - Risk management
UR - https://www.scopus.com/pages/publications/85042637990
U2 - 10.1016/j.ijproman.2018.02.002
DO - 10.1016/j.ijproman.2018.02.002
M3 - 文章
AN - SCOPUS:85042637990
SN - 0263-7863
VL - 36
SP - 627
EP - 639
JO - International Journal of Project Management
JF - International Journal of Project Management
IS - 4
ER -