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

Marketing Letters

Volumn 19, Issue 1, 2008, Pages 13-23

  Bharadwaj, Neeraj ^a   Roggeveen, Anne L ^b  

^a UNIVERSITY OF CHICAGO   (United States)

^b BABSON COLLEGE   (United States)

Author keywords

Call centers; Customer relationship management (CRM); Marketing strategy; Offshoring; Outsourcing; Voice to voice service encounters

Indexed keywords

EID: 37749022045     PISSN: 09230645     EISSN: None     Source Type: Journal    
DOI: 10.1007/s11002-007-9025-y     Document Type: Article

References (36)

1. Bharadwaj, N., & Matsuno, K. (2006). Investigating the antecedents and outcomes of customer firm transaction cost savings in a supply chain relationship. Journal of Business Research, 59, 62-72, (January).
2. Bitner, M. J. (1990). Evaluating service encounters: The effects of physical surroundings and employee responses. Journal of Marketing, 54, 69-82, (April).
3. Borys, B., & Jemison, D. B. (1989). Hybrid arrangements as strategic alliances: Theoretical issues in organizational combinations. Academy of Management Review, 14(2), 234-249.
4. Bowman, D., & Narayandas, D. (2001). Managing customer-initiated contacts with manufacturers: The impact of share of category requirements and word-of-mouth behavior. Journal of Marketing Research, 38, 281-297, (August).
5. Bradach, J. L., & Eccles, R. G. (1989). Price, authority, and trust: From ideal types to plural forms. Annual Review of Sociology, 15, 97-115.
6. Burgers, A., de Ruyter, K., Keen, C., & Streukens, S. (2000). Customer expectation dimensions of voice-to-voice service encounters: A scale-development study. International Journal of Service Industry Management, 11(2), 142-161.
7. Cannon, J. P., & Homburg, C. (2001). Buyer-supplier relationships and customer firm costs. Journal of Marketing, 65, 29-43, (January).
8. Day, G. S. (1999). The Market-Driven Organization. NY: Free Press.
9. Day, G. S. (2003). Creating a superior customer-relating capability. Sloan Management Review Spring, 77-82.
10. de Ruyter, K., & Wetzels, M. G. M. (2000). The impact of perceived listening behavior in voice-to-voice service encounters. Journal of Service Research, 2, 276-284, (February).
11. Dwyer, F. R., Schurr P. H., & Oh, S. (1987). Developing buyer-seller relationships. Journal of Marketing, 51, 11-27, (April).
12. Emirbayer, M. (1997). Manifesto for a relational sociology. American Journal of Sociology, 103, 281-317, (September).
13. Heide, J. B. (2003). Plural governance in industrial purchasing. Journal of Marketing, 67, 18-29, (October).
14. Heskett, J. L., Sasser Jr., W. E., & Schlesinger, L. A. (2003). The value profit chain: Treat employees like customers and customers like employees. NY: Free Press.
15. Ibarra, H. (1992). Homophily and differential returns: Sex differences in network structure and access in an advertising firm. Administrative Science Quarterly, 37, 422-447.
16. Lazarsfeld, P. F., & Merton, R. K. (1954). Friendship as a social process: A substantive and methodological analysis. In M. Berger et al. (Eds.), Freedom and Control in Modern Society. NY: Van Nostrand.
17. Levin, G. (2006). Call center spotlight: Virgin mobile Canada. Call Center Magazine, http://www.callcentermagazine.com/shared/article/showArticle. jhtml?articleId=195200034 (Accessed April 18, 2007).
18. Mahapatra, R. (2006). IBM develops programs for call centers. Associated Press, http://news.yahoo.com/s/ap/20061107/ap_on_hi_te/outsourcing_accents (accessed November 7, 2006).
19. Marsden, P. V. (1988). Homogeneity in confiding relations. Social Networks, 10, 57-76.
20. Mohr, J. J., Fisher, R. J., & Nevin, J. R. (1996). Collaborative communication in interfirm relationships: Moderating effects of integration and control. Journal of Marketing, 60, 103-115, (July).
21. Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58, 20-38, (July).
22. Otterman, S. (2004). Outsourcing jobs. Council on foreign relations. http://www.cfr.org, Updated: February 20, 2006.
23. Quinn, J. B. (1999). Strategic outsourcing: Leveraging knowledge capabilities. Sloan Management Review Summer, 9-21.
24. Reinartz, W., Krafft, M., & Hoyer, W. D. (2004). The CRM process: Its measurement and impact on performance. Journal of Marketing Research, 41, 293-305, (August).
25. Rogers, E. M., & Bhowmik, D. K. (1970). Homophily-heterophily: relational concepts for communication research. Public Opinion Quarterly, 34(4), 523-538.
26. Rogers, E. M., & Kincaid, D. L. (1981). Communication networks. NY: Free Press.
27. Roggeveen, A. L., Bharadwaj, N., & Hoyer, W. D. (2007). How call center location impacts expectations of service from reputable versus lesser known firms. Journal of Retailing, 83(4).
28. Thomas, J., Reinartz, W., & Kumar, V. (2004). Getting the most out of all your customers. Harvard Business Review July-August, 1-8.
29. Thompson, J. D. (1967). Organizations in Action. NY: McGraw-Hill.
30. Thorelli, H. B. (1986). Networks: Between markets and hierarchies. Strategic Management Journal, 7, 37-51.
31. Van de Ven, A., Delbecq, A., & Koenig, R. (1976). Determinants of coordination modes within organizations. American Sociological Review, 41, 322-328.
32. Vargo, S. L., & Lusch, R. F. (2004). Evolving to a new dominant logic for marketing. Journal of Marketing, 68, 1-17, (January).
33. Venkatraman, N. V. (2004). Offshoring without guilt. Sloan Management Review Spring, 14-16.
34. Webster, F. E. Jr. (1992). The changing role of marketing in the corporation. Journal of Marketing, 56(4), 1-17.
35. Williamson, O. E. (1985). The economic institutions of capitalism. NY: Free Press.
36. Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60, 31-46, (April).