Digitalisation of Global Business Services: Orchestrating the Enterprise Ecosystem (Technology, Work and Globalization)

Acknowledgements
Praise for Digitalisation of Global Business Services
Contents
List of Figures
List of Tables
1: Introduction
	1.1	 Global Business Services
	1.2	 Global Business Services Challenges
		1.2.1	 Technology Challenge (Digital Transformation)
		1.2.2	 Healthcare Challenge (e.g. COVID-19)
		1.2.3	 Environmental, Social and Governance (ESG) Challenge
	1.3	 Enterprise as an Ecosystem
	1.4	 Demarcation
	1.5	 Problem Definition
	1.6	 Main Objectives of the Book
	1.7	 Research Approach
	1.8	 Contribution
	1.9	 Structure of the Book
	References
2: Positioning Business Services
	2.1	 Increasing Demand of Business Services
		2.1.1	 Business Services
		2.1.2	 Shared Services Centres
		2.1.3	 Captives
		2.1.4	 Outsourcing
		2.1.5	 Offshoring
	2.2	 Global Business Services
		2.2.1	 Multi-nature Aspects
		2.2.2	 GBS Drivers
		2.2.3	 Benefits
	2.3	 GBS Implementation Challenges
	2.4	 Importance of Digitalisation
	2.5	 Conclusion
	References
3: Literature Review
	3.1	 Resource Orchestration Theory
	3.2	 Plural Sourcing Strategy
	3.3	 Business Services Portfolio
	3.4	 Development of Hypotheses
		3.4.1	 Method for Factors Influencing Business Services
			Plural Sourcing and Orchestration of Business Services Portfolio
			Customer Orientation
			Modularisation Business Processes
			Information Systems Standardisation
			Managing Decision Rights
	3.5	 Conclusions
	References
4: Quantitative Research
	4.1	 Measurement Model
	4.2	 Sampling Strategy
	4.3	 Data Collection
	4.4	 Data Analysis and Results
		4.4.1	 Context
		4.4.2	 Common method bias and non-response bias test
	4.5	 Structural Model Analysis
		4.5.1	 Mediation and Moderation Effects
	4.6	 Discussion
	4.7	 Conclusions
	References
5: Configurational Thinking Approach
	5.1	 Research Methodology
		5.1.1	 A Configurational Approach
		5.1.2	 Measurement Model, Sample Selection and Data Collection
	5.2	 Analysis
		5.2.1	 Calibration
		5.2.2	 Necessity and Sufficiency Analysis
		5.2.3	 Truth-table
		5.2.4	 Solution Sets
	5.3	 Results
		5.3.1	 Illustration of the fsQCA Results
		5.3.2	 Analysis of Sufficiency for Global Business Services Implementation
	5.4	 Discussion
	5.5	 Theoretical Implications
	5.6	 Practical Implications
	5.7	 Conclusions
	References
6: Case Study 1: Logistic Service Provider
	6.1	 Context of the Case Study
	6.2	 Financial Shared Service Centre
		6.2.1	 Plural Sourcing Strategy
		6.2.2	 Business Services Portfolio
		6.2.3	 Modularised Business Processes
		6.2.4	 Customer Orientation
		6.2.5	 IS Standardisation
		6.2.6	 Managing Decision Rights
	6.3	 Analysis
		6.3.1	 Resource Orchestration Theory
		6.3.2	 Boundary Resources
	6.4	 Conclusion
	References
7: Case Study 2: Employment Agency
	7.1	 Context of the Case Study
	7.2	 Financial Shared Service Centre
		7.2.1	 Plural Sourcing Strategy
		7.2.2	 Business Services Portfolio
		7.2.3	 Modularised Business Processes
		7.2.4	 Customer Orientation
		7.2.5	 IS Standardisation
		7.2.6	 Managing Decision Rights
	7.3	 Analysis
		7.3.1	 Resource Orchestration Theory
		7.3.2	 Boundary Resources
	7.4	 Conclusion
	References
8: Case Study 3: Construction and Building Company
	8.1	 Context of the Case Study
	8.2	 Financial Shared Service Centre
		8.2.1	 Plural Sourcing Strategy
		8.2.2	 Business Service Portfolio
		8.2.3	 Modularised Business Processes
		8.2.4	 Customer Orientation
		8.2.5	 IS Standardisation
		8.2.6	 Managing Decision Rights
	8.3	 Analysis
		8.3.1	 Resource Orchestration Theory
		8.3.2	 Boundary Resources
	8.4	 Conclusion
	References
9: Case Study 4: Financial Services Provider
	9.1	 Context of the Case Study
	9.2	 Financial Shared Service Centre
		9.2.1	 Plural Sourcing Strategy
		9.2.2	 Business Services Portfolio
		9.2.3	 Modularised Business Processes
		9.2.4	 Customer Orientation
		9.2.5	 IS Standardisation
		9.2.6	 Managing Decision Rights
	9.3	 Analysis
		9.3.1	 Resource Orchestration Theory
		9.3.2	 Boundary Resources
	9.4	 Conclusion
	References
10: Cross-Case Analysis
	10.1	 Analysis of Antecedents
		10.1.1	 Plural Sourcing Strategy
		10.1.2	 Orchestration of Business Services Portfolio
		10.1.3	 Modularised Business Processes
		10.1.4	 Customer Orientation
		10.1.5	 IS Standardisation
		10.1.6	 Managing Decision Rights
	10.2	 Resource Orchestration Theory
		10.2.1 Resource Management
		10.2.2	 Asset Management Process
	10.3	 An Enterprise Ecosystem Approach
	10.4	 Theoretical Implications
	10.5	 Practical Implications
	10.6	 Conclusions
	References
11: Conclusion: Limitations and Future Research
	11.1	 Contribution
	11.2	 Managerial Implications
	11.3	 Limitations and Future Research
	References
Appendix A: Research Methodology
	Research Design: Quantitative Research
	Survey Instructions
	Research Design: Qualitative Research
		Case Study Protocol
	Case Study Selection
Appendix B: Overview Interviews, Excerpts, Interview Questions
	Case Study Interviews
	Cross-Case Analysis
		Interview Questions
			Definition Digitalisation
			Definition Digital Technologies
		Interview Questions
Appendix C: Curriculum Vitae
	Curriculum Vitae Dr. Albert Plugge
	Curriculum Vitae Dr. Shahrokh Nikou
Index