Publications
Publications
- June 2013
- HBS Case Collection
Multiasistencia: Redefining the Relationship with its Service Professionals. Spreadsheet Supplement
By: Francisco de Asis Martinez-Jerez
Abstract
Multiasistencia, a major Spanish BPO of insurance repairs, is changing the relational contract with its service profesionals from a referral model to a guaranteed workload one.
Keywords
Outsourcing; Incentives; Relational Contracts; Business Model; Motivation and Incentives; Job Cuts and Outsourcing; Contracts; Insurance Industry; Spain
Citation
Martinez-Jerez, Francisco de Asis. "Multiasistencia: Redefining the Relationship with its Service Professionals. Spreadsheet Supplement." Harvard Business School Spreadsheet Supplement 113-708, June 2013.