A Comparative Analysis of the Business Environment, Job Quality and Work Organization in Offshored Business Services

Messenger, Jon C.; Ghosheh, Naj

doi:10.1057/9780230289888_7

Cited by 3 publications

(2 citation statements)

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“…As for the length of time spent in jobs in these sectors, it has been estimated that Indian BPO employees remain on average for less than half a year, with similar rates being recorded for Filipinos. The figure increases to two and a half years in Brazil, although 44% of Brazilian BPO employees had been in their jobs for less than a year (Messenger and Ghosheh, 2010). A survey of 19 call centres in Mexico estimated that annual turnover was 129.85% in outsourced call centres; turnover at in-house centres, by contrast, was estimated at 49.72% (IMT, 2015a).…”

Section: Stability and Turnovermentioning

confidence: 99%

The Contribution of Services to Manufacturing Competitiveness in Brazil

Arbache

2015

SSRN Journal

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the global value chain and generate more favourable impacts on employment due to their global networks (compared with more domestically oriented services MNEs). The empirical findings suggest that the above trajectories are more nuanced than originally expected. Overcoming these weaknesses will require the design of appropriate incentives and support schemes to enhance the competitiveness of SMEs, strategies aimed at developing demand in international markets, and measures to identify and address trade barriers.

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Section: Stability and Turnovermentioning

confidence: 99%

The Contribution of Services to Manufacturing Competitiveness in Brazil

Arbache

2015

SSRN Journal

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show abstract

“…The convergence between this industry and digital production media in work processes has meant that call centres are now also considered part of the emerging industry of business process outsourcing (BPO), a new industrial category of the information society that includes information and communications technologies (ICTs) in its value chain. Information technology development has thus made it possible to provide real-time services, accumulate large databases and increase overall business productivity (Messenger and Ghosheh, 2010).…”

Section: Introductionmentioning

confidence: 99%