Offshore Outsourcing of Customer Services - Boon or Bane?

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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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Bibliographic Details
Main Author:	Sharma, Piyush
Format:	Journal Article
Published:	Emerald Group Publishing Limited 2012
Subjects:	Offshore outsourcing Customer satisfaction Brand image Perceived service quality Repeat purchase Consumer ethnocentrism Loyalty Complaint behavior
Online Access:	http://hdl.handle.net/20.500.11937/30279

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