A set of principles for conducting and evaluating interpretive field studies in information systems
MIS Quarterly - Special issue on intensive research in information systems
Collaborative workforce, business process crowdsourcing as an alternative of BPO
ICWE'10 Proceedings of the 10th international conference on Current trends in web engineering
Information Systems and e-Business Management
The nature of theory in information systems
MIS Quarterly
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Crowdsourcing is the use of large groups of individuals to perform tasks traditionally performed by employees or designated agents. For business process outsourcing (BPO) service providers, the crowd may represent a new way to reduce costs and increase efficiencies associated with labor-intensive services. The ability to connect with the crowd to get work done may also open up new possibilities for workers in rural or economically depressed areas, and those within emerging markets. It is unclear, however, what challenges a crowdsourced services business model creates for organizations. An exploratory case study examining the potential of the crowd as a source of on-demand labor for delivering labor-intensive BPO services reveals the key role of information technology in overcoming economic, technical, and social challenges. Five key challenges were identified and are discussed: 1) protecting sensitive data, 2) ensuring quality of work, 3) ensuring timely completion of tasks, 4) managing increased workload, and 5) ensuring the sustainability of the model.