The Interplay of Relational Capital and the Ease of Monitoring Systems as BPO Safeguards: Evidence from the Large Banking Industry in Indonesia
Bibliographic record
Abstract
Tier-two suppliers may engage in opportunistic behavior due to the preference of large buyers for short-term contracts or volatile demand patterns.This lack of long-term commitment may lead tier-two suppliers to prioritize short-term gains and engage in opportunistic behavior to maximize the current situation, particularly in the Business Process Outsourcing (BPO) setting between banks and their tier-two suppliers.In this setting, buyers wield greater influence due to their size, market dominance, or distinctive capabilities over suppliers.This power disparity might create an environment where tier-two suppliers feel obligated to engage in opportunistic behavior to protect their interests or acquire an advantage.The ease of a monitoring system plays a crucial role in ensuring the safety of buyers and establishing a more secure buyersupplier relationship.However, relying solely on a monitoring system is not reliable.Supplementing the monitoring system with other safeguards, such as relational capital, is necessary to address supplier opportunistic behavior effectively.This can be achieved through the cultivation of trust, norms of reciprocity, and fostering a sense of friendship between the buyer and supplier.Nevertheless, a high level of easiness in monitoring systems, on the other hand, may foster distrust and destroy relational capital between buyers and suppliers, making suppliers more likely to engage in opportunistic behavior.Drawing on insights from transaction cost economics, social capital, and agency theory, it is argued that the interplay between relational capital and the ease of monitoring systems serves as an essential safeguard against supplier opportunistic behavior, especially when the tier-two supplier has made substantial investments in specific assets with its primary buyer.Data was gathered from 103 business process outsourcing dyads involved in BPO within the banking industry in Indonesia.These dyads consisted of four primary process suppliers: telemarketing, cash-in-transit, security, and contact center.The study revealed that relational capital is an important safeguard, particularly in situations where buyers have challenges effectively managing the BPO relationship.
Fetched live from OpenAlex and de-inverted. Abstracts are not stored in this database: the inverted indexes are 8.6 GB of the frame’s 9.3 GB of text, and the host has 13 GB free.
How this classification was reachedexpand
Full frame machine prediction
Teacher imitationNot calibrated prevalence, not ground truth. Human validation pending. The Gemma side is a direct model label for every work in the frame, read from the title-only record. The Codex side is a classifier learned from the 10,348 direct Codex labels and calibrated to design-weighted sample rates; fields without enough sample support carry no Codex call. Candidate is the union of the two sides; consensus is their intersection. These outputs are machine_predicted_unvalidated and are not human labels.
Distilled classifier scores by category (both heads)
| Category | Codex | Gemma |
|---|---|---|
| Metaresearch | 0.003 | 0.010 |
| Meta-epidemiology (narrow) | 0.000 | 0.000 |
| Meta-epidemiology (broad) | 0.000 | 0.000 |
| Bibliometrics | 0.002 | 0.002 |
| Science and technology studies | 0.002 | 0.003 |
| Scholarly communication | 0.004 | 0.003 |
| Open science | 0.001 | 0.003 |
| Research integrity | 0.001 | 0.001 |
| Insufficient payload (model declined to judge) | 0.006 | 0.001 |
Machine scores (provisional)
The two teacher heads of the student model, read on this work. A score orders the frame for review; it never asserts a category, and the validation status ships verbatim with every row.
Baseline scores from an immature model (maturity gate not passed, 7 training rounds). Scores rank; they never assert a category.
score_only:v0-immature-baseline · verbatim from the scoring run: score_only means the number may rank works, and no category label ships from itClassification
machine, unvalidatedMachine predicted; a candidate call from one source (direct Gemma or distilled Codex), not a consensus.
How this classification was reached, model by model and score by score, is at the end of the page under "How this classification was reached".