Publications
Publications
- August 2013
- HBS Case Collection
Multiasistencia: Redefining the Relationship with Its Service Professionals
By: F. 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, F. Asis. "Multiasistencia: Redefining the Relationship with Its Service Professionals." Harvard Business School Teaching Note 114-010, August 2013.