Information Systems Research
Is the World Flat or Spiky? Information Intensity, Skills, and Global Service Disaggregation
Information Systems Research
The Choice of Sourcing Mechanisms for Business Processes
Information Systems Research
From Association to Causation via a Potential Outcomes Approach
Information Systems Research
Practical intelligence in IT: assessing soft skills of IT professionals
Communications of the ACM
Organizational Learning and Capabilities for Onshore and Offshore Business Process Outsourcing
Journal of Management Information Systems
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Multi-national corporations (MNCs) are increasingly using offshore business process outsourcing (BPO) to manage their primary and support functions and achieve their strategic objectives. Though India is regarded as the "undisputed leader in offshore services," the Indian BPO industry is plagued by high employee turnover and labor shortages. Indian BPO firms will need effective employee selection and retention strategies to sustain their growth. While compensation is an important mechanism to attract and retain employees, and competencies such as "practical intelligence" are important to the performance of technical professionals, research has not yet examined how offshore BPO firms price these competencies and determine compensation for their professionals. This paper addresses the research gap by developing theory on the role of social and psychological capital in employee compensation, and tests the theory using data from 3,900 Indian BPO professionals over the 2006-2008 time period.