دانلود مقاله ISI انگلیسی شماره 40568
عنوان فارسی مقاله

پیامدهای عملکرد پشتیبانی برون سپاری مشتری برای ارائه دهندگان خدمات در اقتصادهای در حال ظهور در برابر اقتصادهای تاسیسی

کد مقاله سال انتشار مقاله انگلیسی ترجمه فارسی تعداد کلمات
40568 2014 13 صفحه PDF سفارش دهید محاسبه نشده
خرید مقاله
پس از پرداخت، فوراً می توانید مقاله را دانلود فرمایید.
عنوان انگلیسی
The performance implications of outsourcing customer support to service providers in emerging versus established economies
منبع

Publisher : Elsevier - Science Direct (الزویر - ساینس دایرکت)

Journal : International Journal of Research in Marketing, Volume 31, Issue 3, September 2014, Pages 280–292

کلمات کلیدی
برون سپاری - پشتیبانی از مشتری - سازه های دریایی - بازارهای نوظهور - مطالعه رویداد
پیش نمایش مقاله
پیش نمایش مقاله پیامدهای عملکرد پشتیبانی برون سپاری مشتری برای ارائه دهندگان خدمات در اقتصادهای در حال ظهور در برابر اقتصادهای تاسیسی

چکیده انگلیسی

Recent discussions in the business press query the contribution of customer-support outsourcing to firm performance. Despite the controversy surrounding its performance implications, customer-support outsourcing is still on the rise, especially to emerging markets. Against this backdrop, we study under which conditions customer-support outsourcing to providers from emerging versus established economies is more versus less successful. Our performance measure is the stock-market reaction around the outsourcing announcement date. While the stock market reacts, on average, more favorably when customer-support is outsourced to providers located in emerging markets as opposed to established economies, approximately 50% of the outsourcing firms in our sample experience negative abnormal returns. We find that the shareholder-value implications of customer-support outsourcing to emerging versus established economies are contingent on the nature of the customer support that is being outsourced and on the nature of the outsourcing firm. Customer-support outsourcing to emerging markets is less beneficial for services that are characterized by personal customer contact and high knowledge embeddedness than for customer-support services that involve impersonal customer contact and are low on knowledge embeddedness. Firms higher in marketing resource intensity and larger firms benefit more from outsourcing customer-support services to emerging markets than firms lower in marketing resource intensity and smaller firms.

خرید مقاله
پس از پرداخت، فوراً می توانید مقاله را دانلود فرمایید.