【Speaker】LIU Ying,Assistant Professor, University of Hawaii

【Topic】Service Outsourcing with Observable but Non-verifiable Outcome Performance

【Time】10:30-12:00am, 2010-06-01, Tuesday

【Venue】Room 385, Weilun Building, Tsinghua SEM

【Language】English/Chinese

【Organizer】Department of Management Science and Engineering

Abstract

Service Outsourcing is unable to achieve cost savings without assurance of quality. The advanced technologies have allowed client firms to control outsourced service process using varied mechanisms including traditional outcome contracting and real-time behavior intervention. However, there is lack of studies that focus on the mechanism of what factors drives different control modes and the outcome performance. Based on our observations from field studies, we develop an analytical model to investigate how different quality verification cost structures drive different outcome performance through a sequential game between a client and a single vendor. We further discuss the impacts of real-time behavior control on improving the quality and the moderating effects of process codifiability.

Bio of the speaker

Dr. LIU Ying is an Assistant Professor at University of Hawaii at Manoa. Her area of research is Offshore Outsourcing, Value of Information Technology, and Online Consumer Product Review. She has published research papers inBrookings Journal of TradeandProceedings of International Conference on Information Systems. She serves as an Associate Editor of International Conference onInformation Systemsand reviewers ofInformation System ResearchandJournal of Association for Information Systems. Dr. LIU graduated and obtained her Master degree in Economics from Peking University and Ph.D. degree in Operations and Information Management from the Wharton School, University of Pennsylvania.