Offshore Outsourcing of Customer Services - Boon or Bane?
Purpose: Offshore outsourcing of customer services is growing rapidly but there is little known about its impact on customer perceptions and behavior. This paper aims to combine the learnings from the country‐of‐origin and service research to address this gap. Design/methodology/approach – An onlin...
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| Format: | Journal Article |
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Emerald Group Publishing Limited
2012
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| Online Access: | http://hdl.handle.net/20.500.11937/30279 |