Exploring customer reactions to offshore call centers: toward a comprehensive conceptualframework

Exploring customer reactions to offshore call centers: toward a comprehensive conceptualframework

Purpose – The purpose of this paper is to explore the moderating influence of attitude toward offshore call centers (OCCs) and brand image of the service provider firm on the relationships among perceived service quality (SQ), customer satisfaction (CS), complaint (CI) and repeat purchase (RP) inten...

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Bibliographic Details
Main Authors: Sharma, Piyush, Mathur, R., Dhawan, A.
Format: Journal Article
Published: Emerald Group Publishing 2009
Subjects:
Customer satisfaction
Call centres
Outsourcing
Country of origin
Off shore investments
Services marketing
Online Access:http://hdl.handle.net/20.500.11937/33906

Internet

http://hdl.handle.net/20.500.11937/33906

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