The business process outsourcing industry has got disrupted, first by the significant shift in value creation activities from the clients to the service providers, and second by pervasive digital penetration, resulting in the emergence of Digital Transformational Outsourcing (DTO). Service providers now play a more significant role, making their capabilities important. In the new context, service providers require a uniquely different set of dynamic capabilities to handle end-to-end business functions on behalf of their clients while delivering digital value propositions.

We study 26 of the largest global business process outsourcing providers to conceptualise and identify six dynamic capabilities of service providers salient in the new context, i.e., consultative, orchestration, insights, network management, knowledge access, and standardisation. Interviews conducted with industry experts provided evidence in support of the identified dynamic capabilities. A novel firm capability dataset was created using secondary data, and using fuzzy-set Qualitative Comparative Analysis (fsQCA), we identify configurations for high and low performance and find them to vary by the firm's broad/narrow scope.

业务流程外包行业受到了破坏，首先是价值创造活动从客户到服务提供商的重大转变，其次是普遍的数字渗透，导致了数字化转型外包（DTO）的出现。服务提供商现在扮演着更加重要的角色，从而使其功能变得重要。在新的环境下，服务提供商需要一套独特的动态功能来代表其客户处理端到端业务功能，同时提供数字价值主张。

我们研究了全球最大的26个最大的业务流程外包提供商，以概念化并确定服务提供商在新环境中的六项动态功能，即咨询，编排，洞察力，网络管理，知识访问和标准化。与行业专家进行的访谈为支持已确定的动态能力提供了证据。使用辅助数据创建了一个新的公司能力数据集，并使用模糊集定性比较分析（fsQCA），我们确定了高绩效和低绩效的配置，并发现它们随公司的广泛/狭窄范围而变化。