IDEAS home Printed from https://ideas.repec.org/a/kap/mktlet/v19y2008i1p13-23.html
   My bibliography  Save this article

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

Author

Listed:
  • Neeraj Bharadwaj
  • Anne Roggeveen

Abstract

No abstract is available for this item.

Suggested Citation

  • 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
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1007/s11002-007-9025-y
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1007/s11002-007-9025-y?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Hans B. Thorelli, 1986. "Networks: Between markets and hierarchies," Strategic Management Journal, Wiley Blackwell, vol. 7(1), pages 37-51, January.
    2. 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.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Lu, Lu & Gregory, Gary & Ngo, Liem, 2020. "Service offshoring fit from consumers’ perspective," Australasian marketing journal, Elsevier, vol. 28(2), pages 100-109.
    2. 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.
    3. 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.
    4. Silvia Grappi, 2015. "Consumer boycott of companies implementing offshoring strategies," MERCATI & COMPETITIVIT?, FrancoAngeli Editore, vol. 2015(3), pages 123-138.
    5. 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.
    6. 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.
    7. 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.
    8. 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.
    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.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Vitor Braga, 2004. "Business networking for SMEs as a means to promote regional competitiveness: A Theoretical Framework," ERSA conference papers ersa04p455, European Regional Science Association.
    2. Cannavale, Chiara & Esempio, Anna & Ferretti, Marco, 2021. "Up- and down- alliances: A systematic literature review," International Business Review, Elsevier, vol. 30(5).
    3. Schatzel, Kim & Droge, Cornelia & Calantone, Roger, 2003. "Strategic channel activity preannouncements: An exploratory investigation of antecedent effects," Journal of Business Research, Elsevier, vol. 56(12), pages 923-933, December.
    4. Sturgeon, Timothy J., 1997. "Does Manufacturing Still Matter? The Organizational Delinking of Production from Innovation," UCAIS Berkeley Roundtable on the International Economy, Working Paper Series qt2g22d9d2, UCAIS Berkeley Roundtable on the International Economy, UC Berkeley.
    5. Huang, Samuel H. & Keskar, Harshal, 2007. "Comprehensive and configurable metrics for supplier selection," International Journal of Production Economics, Elsevier, vol. 105(2), pages 510-523, February.
    6. Anne-Sophie Merot & Frédérique Grazzini & Jean-Pierre Boissin, 2014. "Gouvernance et développement durable : Le cas de la responsabilité élargie du producteur dans une filière de gestion des déchets," Post-Print halshs-01185814, HAL.
    7. Francois FULCONIS & Jerome JOUBERT & Karim MESSEGHEM & Agnes PARADAS, 2009. "Le management des pôles de compétitivité français: une analyse du Pôle Européen d'innovation Fruits et Légumes," Timisoara Journal of Economics, West University of Timisoara, Romania, Faculty of Economics and Business Administration, vol. 2(1(5)), pages 19-30.
    8. Malgorzata PAMKOWSKA, 2008. "Autopoiesis in Virtual Organizations," Informatica Economica, Academy of Economic Studies - Bucharest, Romania, vol. 0(1), pages 33-39.
    9. Bernard Baudry, 1992. "Contrat, autorité et confiance. La relation de sous-traitance est-elle assimilable à la relation d'emploi ?," Revue Économique, Programme National Persée, vol. 43(5), pages 871-894.
    10. Marta Gotz, 2019. "The Industry 4.0 Induced Agility and New Skills in Clusters," Foresight and STI Governance (Foresight-Russia till No. 3/2015), National Research University Higher School of Economics, vol. 13(2), pages 72-83.
    11. Li, Po-Chien & Lin, Bou-Wen, 2006. "Building global logistics competence with Chinese OEM suppliers," Technology in Society, Elsevier, vol. 28(3), pages 333-348.
    12. Karhu, Esa Kristian & Laine, Kalle & Ahola, Jyrki & Kotonen, Ulla, 2002. "Generating competitiveness through interfirm co-operation: the forest industry of South Karelia and small and medium size subcontracting companies," ERSA conference papers ersa02p192, European Regional Science Association.
    13. François Fulconis & Jérôme Joubert, 2017. "Compétitivité et réseau public d’offre de soins : des Communautés Hospitalières de Territoire aux Groupements Hospitaliers de Territoire," Post-Print hal-01790127, HAL.
    14. Dekkers, Rob & de Boer, Ronald & Gelsomino, Luca Mattia & de Goeij, Christiaan & Steeman, Michiel & Zhou, Qijun & Sinclair, Scott & Souter, Victoria, 2020. "Evaluating theoretical conceptualisations for supply chain and finance integration: A Scottish focus group," International Journal of Production Economics, Elsevier, vol. 220(C).
    15. Hyejin Jang & Keeeun Lee & Byungun Yoon, 2017. "Development Of An Open Innovation Model For R&D Collaboration Between Large Firms And Small-Medium Enterprises (Smes) In Manufacturing Industries," International Journal of Innovation Management (ijim), World Scientific Publishing Co. Pte. Ltd., vol. 21(01), pages 1-29, January.
    16. Dahlstrom, Robert & Ingram, Rhea, 2003. "Social networks and the adverse selection problem in agency relationships," Journal of Business Research, Elsevier, vol. 56(9), pages 767-775, September.
    17. Robert Huggins, 1998. "Local Business Co-operation and Training and Enterprise Councils: The Development of Inter-firm Networks," Regional Studies, Taylor & Francis Journals, vol. 32(9), pages 813-826.
    18. Flier, B. & van den Bosch, F.A.J. & Volberda, H.W. & Baden-Fuller, C.W.F., 2004. "Investigating Strategic Renewal of Five Large Dutch Financial Services Firms," ERIM Report Series Research in Management ERS-2004-032-STR, Erasmus Research Institute of Management (ERIM), ERIM is the joint research institute of the Rotterdam School of Management, Erasmus University and the Erasmus School of Economics (ESE) at Erasmus University Rotterdam.
    19. Michael Paul Kramer & Linda Bitsch & Jon Hanf, 2021. "Blockchain and Its Impacts on Agri-Food Supply Chain Network Management," Sustainability, MDPI, vol. 13(4), pages 1-22, February.
    20. Sarianna Lundan & John Hagedoorn, 2001. "Alliances, Acquisitions and Multinational Advantage," International Journal of the Economics of Business, Taylor & Francis Journals, vol. 8(2), pages 229-242.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:kap:mktlet:v:19:y:2008:i:1:p:13-23. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.