Publications
Publications
- June 2013
- HBS Case Collection
Multiasistencia: Redefining the Relationship with Its Service Professionals
By: F. Asis Martinez-Jerez, Maria Garcia Perez and Katherine M. Miller
Abstract
Multiasistencia, a major Spanish BPO of insurance repairs, is changing the relational contract with its service professionals 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, F. Asis, Maria Garcia Perez, and Katherine M. Miller. "Multiasistencia: Redefining the Relationship with Its Service Professionals." Harvard Business School Case 113-143, June 2013.