An examination of consumer sentiment toward offshored services
Document Type
Article
Publication Date
3-27-2010
Abstract
This research identifies and analyzes the underlying elements and consequences of consumer sentiment toward offshored services. This is accomplished by initially conceptualizing consumer sentiment toward offshored services, then developing and validating a multi-dimensional scale (OFFSERVSENT) to measure the construct. This research determines that consumer sentiment toward offshored services is instrumental in explaining consumers’ commitment to and global attitudes toward firms that offshore services as well as consumers’ word-of-mouth behavior. The strength of these relationships varies depending upon the type of service being offshored. The results of this research contribute to the study of services offshoring, an emerging and fertile area of research for the services and marketing disciplines, and provide practitioners with increased knowledge regarding offshoring decisions.
DOI
http://dx.doi.org/10.1007/s11747-010-0192-7
Recommended Citation
Thelen, S. T., Yoo, B., Magnini, V. P. (2011). An examination of consumer sentiment toward offshored services. Journal of the Academy of Marketing Science, 39(2), 270-289. http://dx.doi.org/10.1007/s11747-010-0192-7
Original Citation
Thelen, S. T., Yoo, B., Magnini, V. P. (2011). An examination of consumer sentiment toward offshored services. Journal of the Academy of Marketing Science, 39(2), 270-289. http://dx.doi.org/10.1007/s11747-010-0192-7
