What the eye does not see, the mind cannot reject: Can call center location explain differences in customer evaluations?

International Business Review

Volumn 21, Issue 5, 2012, Pages 957-967

  Walsh, Gianfranco ^a   Gouthier, Matthias ^b   Gremler, Dwayne D ^c   Brach, Simon ^a  

^a FRIEDRICH SCHILLER UNIVERSITY JENA   (Germany)

^b EBS BUSINESS SCHOOL   (Germany)

^c BOWLING GREEN STATE UNIVERSITY   (United States)

Author keywords

Attribution theory; Call center; Customer orientation; Homophily theory; Offshoring; Satisfaction; Trust; Word of mouth communication

Indexed keywords

EID: 84863994597     PISSN: 09695931     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.ibusrev.2011.11.002     Document Type: Article

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