How Does Customer Service Offshoring Impact Customer Satisfaction?
Author:
Affiliation:
1. University of Richmond, Richmond, Virginia
2. University of Michigan, Ann Arbor, Michigan
3. American Customer Satisfaction Index, Ann Arbor, Michigan
Funder
Division of Graduate Education
Publisher
Informa UK Limited
Subject
Computer Networks and Communications,Education,Information Systems
Link
https://www.tandfonline.com/doi/pdf/10.1080/08874417.2018.1552091
Reference67 articles.
1. Information Technology and the Performance of the Customer Service Process: A Resource-Based Analysis
2. The dilemma of outsourced customer service and care: Research propositions from a transaction cost perspective
3. Going Global with Innovations from Emerging Economies: Investment in Customer Support Capabilities Pays Off
4. Learning and Acting on Customer Information: A Simulation-Based Demonstration on Service Allocations with Offshore Centers
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