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Serving global consumers with a local mind set: an investigation of customers’ perception of offshore call centres’ services

Research output: Contribution to conference - Without ISBN/ISSN › Conference paper

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Serving global consumers with a local mind set: an investigation of customers’ perception of offshore call centres’ services. / Khan, Hina; Rodrigo, Padmali ; Koku, Paul Sergius.
2011. Paper presented at International Council for Small Business World Conference, Stockholm, Sweden, Sweden.

Research output: Contribution to conference - Without ISBN/ISSN › Conference paper

Harvard

Khan, H, Rodrigo, P & Koku, PS 2011, 'Serving global consumers with a local mind set: an investigation of customers’ perception of offshore call centres’ services', Paper presented at International Council for Small Business World Conference, Stockholm, Sweden, Sweden, 15/06/11 - 18/06/11. <http://sbaer.uca.edu/research/icsb/2011/476.pdf>

APA

Khan, H., Rodrigo, P., & Koku, P. S. (2011). Serving global consumers with a local mind set: an investigation of customers’ perception of offshore call centres’ services. Paper presented at International Council for Small Business World Conference, Stockholm, Sweden, Sweden. http://sbaer.uca.edu/research/icsb/2011/476.pdf

Vancouver

Khan H, Rodrigo P, Koku PS. Serving global consumers with a local mind set: an investigation of customers’ perception of offshore call centres’ services. 2011. Paper presented at International Council for Small Business World Conference, Stockholm, Sweden, Sweden.

Author

Khan, Hina ; Rodrigo, Padmali ; Koku, Paul Sergius. / Serving global consumers with a local mind set : an investigation of customers’ perception of offshore call centres’ services. Paper presented at International Council for Small Business World Conference, Stockholm, Sweden, Sweden.30 p.

Bibtex

@conference{8daa8f48db2d4bffb48e40d16db2f6ce,
title = "Serving global consumers with a local mind set: an investigation of customers{\textquoteright} perception of offshore call centres{\textquoteright} services",
abstract = "This study investigates the attitudes of UK consumers toward offshore call centres. Three research hypotheses were developed to investigate to what extent consumers{\textquoteright} attitude towards offshore call centres are influenced by their attitude towards Country of Service Origin (ACOSO) perceived service quality (PSQ) and perceived risk (PR) that a consumer attaches to offshore call centers. A linear regression model was developed to investigate to what extent ACOSO, PSQ, and PR have the ability to predict consumer attitude towards offshored call centers.Data were collected by a self administered questionnaire from 283 consumers from three geographic locations of UK. The consumers{\textquoteright} attitude towards call centre services based in five countries namely Canada, Mexico, India, the Philippines and China were evaluated. The findings revealed that the consumers attitude towards offshore call centers tend to be negative and differ according to Country of Service Origin. Thus, even though the overall attitude towards offshore call centres were negative, compared to their attitude towards British call centres, the magnitude of negativity vary as British consumers perceived that British followed by Canadians are best in terms of providing a quality service. Similarly, India and China were rated as poor in terms of service quality. The findings also indicated that British consumers perceive call centres from Asia such as India and China to be more risky. The findings could help SME{\textquoteright}s develop consumer centric strategies which could lead to gain competitive advantages.",
author = "Hina Khan and Padmali Rodrigo and Koku, {Paul Sergius}",
year = "2011",
language = "English",
note = "International Council for Small Business World Conference ; Conference date: 15-06-2011 Through 18-06-2011",

}

RIS

TY - CONF

T1 - Serving global consumers with a local mind set

T2 - International Council for Small Business World Conference

AU - Khan, Hina

AU - Rodrigo, Padmali

AU - Koku, Paul Sergius

PY - 2011

Y1 - 2011

N2 - This study investigates the attitudes of UK consumers toward offshore call centres. Three research hypotheses were developed to investigate to what extent consumers’ attitude towards offshore call centres are influenced by their attitude towards Country of Service Origin (ACOSO) perceived service quality (PSQ) and perceived risk (PR) that a consumer attaches to offshore call centers. A linear regression model was developed to investigate to what extent ACOSO, PSQ, and PR have the ability to predict consumer attitude towards offshored call centers.Data were collected by a self administered questionnaire from 283 consumers from three geographic locations of UK. The consumers’ attitude towards call centre services based in five countries namely Canada, Mexico, India, the Philippines and China were evaluated. The findings revealed that the consumers attitude towards offshore call centers tend to be negative and differ according to Country of Service Origin. Thus, even though the overall attitude towards offshore call centres were negative, compared to their attitude towards British call centres, the magnitude of negativity vary as British consumers perceived that British followed by Canadians are best in terms of providing a quality service. Similarly, India and China were rated as poor in terms of service quality. The findings also indicated that British consumers perceive call centres from Asia such as India and China to be more risky. The findings could help SME’s develop consumer centric strategies which could lead to gain competitive advantages.

AB - This study investigates the attitudes of UK consumers toward offshore call centres. Three research hypotheses were developed to investigate to what extent consumers’ attitude towards offshore call centres are influenced by their attitude towards Country of Service Origin (ACOSO) perceived service quality (PSQ) and perceived risk (PR) that a consumer attaches to offshore call centers. A linear regression model was developed to investigate to what extent ACOSO, PSQ, and PR have the ability to predict consumer attitude towards offshored call centers.Data were collected by a self administered questionnaire from 283 consumers from three geographic locations of UK. The consumers’ attitude towards call centre services based in five countries namely Canada, Mexico, India, the Philippines and China were evaluated. The findings revealed that the consumers attitude towards offshore call centers tend to be negative and differ according to Country of Service Origin. Thus, even though the overall attitude towards offshore call centres were negative, compared to their attitude towards British call centres, the magnitude of negativity vary as British consumers perceived that British followed by Canadians are best in terms of providing a quality service. Similarly, India and China were rated as poor in terms of service quality. The findings also indicated that British consumers perceive call centres from Asia such as India and China to be more risky. The findings could help SME’s develop consumer centric strategies which could lead to gain competitive advantages.

M3 - Conference paper

Y2 - 15 June 2011 through 18 June 2011

ER -