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The impact of offshored and outsourced call service centers on customer appraisals

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  • Neeraj Bharadwaj
  • Anne Roggeveen

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  • Neeraj Bharadwaj & Anne Roggeveen, 2008. "The impact of offshored and outsourced call service centers on customer appraisals," Marketing Letters, Springer, vol. 19(1), pages 13-23, March.
    • Handle: RePEc:kap:mktlet:v:19:y:2008:i:1:p:13-23
    DOI: 10.1007/s11002-007-9025-y
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    References listed on IDEAS

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    1. Bharadwaj, Neeraj & Matsuno, Ken, 2006. "Investigating the antecedents and outcomes of customer firm transaction cost savings in a supply chain relationship," Journal of Business Research, Elsevier, vol. 59(1), pages 62-72, January.
    2. Hans B. Thorelli, 1986. "Networks: Between markets and hierarchies," Strategic Management Journal, Wiley Blackwell, vol. 7(1), pages 37-51, January.
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    Citations

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    Cited by:

    1. Silvia Grappi, 2015. "Consumer boycott of companies implementing offshoring strategies," MERCATI & COMPETITIVIT?, FrancoAngeli Editore, vol. 2015(3), pages 123-138.
    2. Christopher Robertson & Anna Lamin & Grigorios Livanis, 2010. "Stakeholder Perceptions of Offshoring and Outsourcing: The Role of Embedded Issues," Journal of Business Ethics, Springer, vol. 95(2), pages 167-189, August.
    3. Lu, Lu & Gregory, Gary & Ngo, Liem, 2020. "Service offshoring fit from consumers’ perspective," Australasian marketing journal, Elsevier, vol. 28(2), pages 100-109.
    4. Wang, Ze & Arndt, Aaron D. & Singh, Surendra N. & Biernat, Monica & Liu, Fan, 2013. "“You Lost Me at Hello”: How and when accent-based biases are expressed and suppressed," International Journal of Research in Marketing, Elsevier, vol. 30(2), pages 185-196.
    5. Begoña Fuster & Carmen Martínez-Mora & Adelaida Lillo-Bañuls, 2023. "Does Reshoring Generate Employment? A Study on Services Reshoring and Its Intra- and Inter-Sectoral Components," SAGE Open, , vol. 13(3), pages 21582440231, September.
    6. Estela Fernández-Sabiote & Inés López-López, 2020. "Discovering Call Interaction Fluency: A Way to Improve Experiences with Call Centres," Service Science, INFORMS, vol. 12(1), pages 26-42, March.
    7. Rust, Roland T. & Moorman, Christine & van Beuningen, Jacqueline, 2016. "Quality mental model convergence and business performance," International Journal of Research in Marketing, Elsevier, vol. 33(1), pages 155-171.
    8. Raassens, Néomie & Wuyts, Stefan & Geyskens, Inge, 2014. "The performance implications of outsourcing customer support to service providers in emerging versus established economies," International Journal of Research in Marketing, Elsevier, vol. 31(3), pages 280-292.
    9. Sukruth Suresh & T. Ravichandran, 2022. "Value Gains in Business Process Outsourcing: The Vendor Perspective," Information Systems Frontiers, Springer, vol. 24(2), pages 677-690, April.

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