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

QR Code

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...

Full description

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

Similar Items

Teams in Call Centres: Does Size Make a Difference?
by: Hannif, Z., et al.
Published: (2013)

AN INVESTIGATION ON OFFSHORING AND RESHORING: IMPLICATIONS FOR THE UK ECONOMY
by: UCHE, N. CHINYERE
Published: (2015)

Call centres and the quality of work life: towards a research agenda
by: Hannif, Z., et al.
Published: (2008)

New Technology and New Workplaces: Call Centre Careers – a Growing Reality?
by: Hannif, Zeenobiyah, et al.
Published: (2014)

Call centres, quality of work life and HRM practices
by: Connell, Julia, et al.
Published: (2009)

Exploring the Zone of Tolerance for Internal Customers in IT-Enabled Call Centers
by: Hsieh, J.P., et al.
Published: (2013)

Sit-stand desks in call centres: Associations of use and ergonomics awareness with sedentary behavior
by: Straker, Leon, et al.
Published: (2013)

Frontline employees' views on organisational factors that affect the delivery of service quality in call centres
by: Dean, A., et al.
Published: (2009)

Investigating on-call work in rail infrastructure maintenance
by: Cebola, Nuno M.F.
Published: (2014)

Offshore BPO decisions and institutional influence on senior managers
by: Penter, Kevan, et al.
Published: (2013)

Uncertainty in the prediction of overtopping parameters in numerical and physical models due to offshore spectral boundary conditions
by: Williams, Hannah Elizabeth
Published: (2015)

Country of origin of a product: Country of Brand or Country of Manufacture? A study on Italian smartphone consumers
by: Grifo, Vincenzo
Published: (2016)

Offshore Outsourcing of Customer Services - Boon or Bane?
by: Sharma, Piyush
Published: (2012)

Understanding Consumer Reactions to Offshore Outsourcing of Customer Services
by: Sharma, Piyush, et al.
Published: (2009)

Understanding Consumer Reactions to Offshore Outsourcing of Customer Services
by: Sharma, Piyush, et al.
Published: (2008)

Understanding Consumer Reactions to Offshore Outsourcing of Customer Services
by: Sharma, Piyush, et al.
Published: (2006)

Offshore Outsourcing of Customer Services and Consumer Behavior: Towards A Comprehensive Conceptual Framework
by: Sharma, Piyush, et al.
Published: (2015)

"Helping you to pay us": rapport management in debt collection call centre encounters
by: Harrington, Leigh
Published: (2018)

Country of origin effects in developed and emerging markets: Exploring the contrasting roles of materialism and value consciousness
by: Sharma, Piyush
Published: (2011)

Voices from higher up the ladder: exploring the team leader role in call centres
by: McDonnell, A., et al.
Published: (2013)

A study on FDI in Sultanate of Oman
by: Rengasamy, Dhanuskodi
Published: (2012)

Implications of Outsourcing - Investigating the Nature of Quality of Service Provided by an Offshore Outsourcee
by: Zu, Hongli
Published: (2008)

Wind/wave interactions in the surf zone
by: King, Daniel Martin.
Published: (1994)

Having “a say”: Forms of voice in Australian call centres
by: McDonnell, A., et al.
Published: (2014)

Outsourcing: Risks and Impact to Service Quality within European Investment Banks
by: Tomlinson, Michael J
Published: (2015)

Perceiving a calling – the effects of demands-abilities misfit, job insecurity and growth mindset
by: Woon, Shiyi Gail
Published: (2020)

Outsourcing in the Retail Industry: From Europe to India and China
by: Agarwal, Sunil
Published: (2007)

A Case Analysis to Improve the Application Maintenance and Support Outsourcing of a National Airline
by: Chew, Alice
Published: (2009)

Seeking Opaque Indifference in Offshore BPO
by: Wreford, John, et al.
Published: (2012)

Status and nonstatus consumers' attitudes toward foreign and domestic luxury brands of underwear
by: Lee, Thomas, et al.
Published: (2012)

Nonlinear aircraft engine model for future integrated power center development
by: Enalou, H.B., et al.
Published: (2016)

Demystifying Cultural Differences in Country-of-Origin Effects: Exploring the Moderating Roles of Product Type, Consumption Context, and Involvement
by: Sharma, Piyush
Published: (2011)

A qualitative study of midwives’ perceptions on using video-calling in early labor
by: Spiby, Helen, et al.
Published: (2018)

Investment opportunities and market reaction to international joint ventures / Dina Novita Mohmad Nordin
by: Mohmad Nordin, Dina Novita
Published: (2007)

Exploring impulse buying and variety seeking by retail shoppers: towards a common conceptualframework
by: Sharma, Piyush, et al.
Published: (2010)

Losing the faith: public sector work and the erosion of career calling
by: Cohen, Laurie, et al.
Published: (2018)

A Comparative Study of IT Outsourcing Management in Australia and Taiwan
by: Lin, Chad, et al.
Published: (2007)

Evaluation Issues in Managing IS/IT Outsourcing Contracts: A Study of Large Australian Organizations
by: Lin, Chad, et al.
Published: (2005)

Opaque indifference, trust and service provider success in offshore business process outsourcing
by: Wreford, John, et al.
Published: (2011)

Governing the Process, Quality and Administration of Outsourced IT Project
by: Chia, Su Guan
Published: (2006)

Cannot write session to /tmp/vufind_sessions/sess_6950hnshhn32k4khrlnl1sjrf7