Understanding Consumer Reactions to Offshore Outsourcing of Customer Services

2011 ◽  
pp. 228-240 ◽  
Author(s):  
Piyush Sharma ◽  
Rajiv Mathur ◽  
Abhinav Dhawan
Keyword(s):  
Developed Countries ◽  
Offshore Outsourcing ◽  
Future Research ◽  
Policy Makers ◽  
Repurchase Intentions ◽  
Managerial Implications ◽  
Future Research Directions ◽  
Customer Services ◽  
Complaint Behavior

Offshore outsourcing is a fast-growing aspect of the world economy today and it has drawn attention from policy makers as well as public at large in many developed countries. However, there is hardly any research on how outsourcing of customer services may influence individual consumers, their perceptions, attitudes and behaviors. In this chapter, the authors first review the extant literature in the country-of-origin and services marketing areas to highlight key concepts and theories relevant to this area. Next, they show how offshore outsourcing of customer services may influence consumer perceptions about service quality, brand image and brand loyalty on one hand and impact customer satisfaction, complaint behavior and repurchase intentions on the other. The role of several relevant demographic and psychographic variables is also discussed. Finally, the findings from a survey-based study among customers in three developed countries (US, UK and Australia) are reported along with a discussion of managerial implications and future research directions in this area.

Understanding Consumer Reactions to Offshore Outsourcing of Customer Services

2011 ◽  
pp. 92-104 ◽  
Author(s):  
Piyush Sharma ◽  
Rajiv Mathur ◽  
Abhinav Dhawan
Keyword(s):  
Developed Countries ◽  
Offshore Outsourcing ◽  
Future Research ◽  
Policy Makers ◽  
Repurchase Intentions ◽  
Managerial Implications ◽  
Future Research Directions ◽  
Customer Services ◽  
Complaint Behavior

Offshore outsourcing is a fast-growing aspect of the world economy today and it has drawn attention from policy makers as well as public at large in many developed countries. However, there is hardly any research on how outsourcing of customer services may influence individual consumers, their perceptions, attitudes and behaviors. In this chapter, the authors first review the extant literature in the country-of-origin and services marketing areas to highlight key concepts and theories relevant to this area. Next, they show how offshore outsourcing of customer services may influence consumer perceptions about service quality, brand image and brand loyalty on one hand and impact customer satisfaction, complaint behavior and repurchase intentions on the other. The role of several relevant demographic and psychographic variables is also discussed. Finally, the findings from a survey-based study among customers in three developed countries (U.S., UK and Australia) are reported along with a discussion of managerial implications and future research directions in this area.

Understanding Consumer Reactions to Offshore Outsourcing of Customer Services

2011 ◽  
pp. 326-340 ◽  
Author(s):  
Piyush Sharma ◽  
Rajiv Mathur ◽  
Abhinav Dhawan
Keyword(s):  
Developed Countries ◽  
Offshore Outsourcing ◽  
Future Research ◽  
Policy Makers ◽  
Repurchase Intentions ◽  
Managerial Implications ◽  
Future Research Directions ◽  
Customer Services ◽  
Complaint Behavior

Offshore outsourcing is a fast-growing aspect of the world economy today and it has drawn attention from policy makers as well as public at large in many developed countries. However, there is hardly any research on how outsourcing of customer services may influence individual consumers, their perceptions, attitudes and behaviors. In this chapter, the authors first review the extant literature in the country-of-origin and services marketing areas to highlight key concepts and theories relevant to this area. Next, they show how offshore outsourcing of customer services may influence consumer perceptions about service quality, brand image and brand loyalty on one hand and impact customer satisfaction, complaint behavior and repurchase intentions on the other. The role of several relevant demographic and psychographic variables is also discussed. Finally, the findings from a survey-based study among customers in three developed countries (U.S., UK and Australia) are reported along with a discussion of managerial implications and future research directions in this area.

Value Co-Creation in Cloud Services

2013 ◽  
pp. 74-91 ◽  
Author(s):  
Ammar Rashid ◽  
William Yu Chung Wang ◽  
Felix B. Tan
Keyword(s):  
Service Providers ◽  
Practical Experience ◽  
Cloud Services ◽  
Future Research ◽  
Research Directions ◽  
Technical Aspects ◽  
Creation Process ◽  
Managerial Implications ◽  
Future Research Directions

In recent years, there has been considerable interest in cloud services in academic literature. Most research in this area has focused on the technical aspects of designing and implementing cloud services, with few studies focusing on understanding the value of cloud services and the processes by which consumer and service providers engage each other to co-create these services. This chapter explains the co-creation processes, and, the role of consumer in the value co-creation process of cloud services. It incorporates extant marketing and information systems literature, industry reports, and practical experience reflections to highlight the significance of cloud services. The drivers of co-creation are explored with the description of co-creation processes and the underlying factors involved in value co-creation of cloud services. The chapter concludes by outlining the opportunities associated with the development of cloud services, noting future research directions and discussing academic and managerial implications.

scholarly journals Team Dynamics, Leadership, and Employee Proactivity of Vietnamese Firms

2019 ◽  
Vol 5 (1) ◽  
pp. 16 ◽  
Author(s):  
Tan Huynh ◽  
Minh Duong ◽  
Thuy Phan ◽  
Tu Do ◽  
Truc Do ◽  
...  
Keyword(s):  
Social Exchange ◽  
Leadership Style ◽  
Social Exchange Theory ◽  
Future Research ◽  
Proactive Behavior ◽  
Full Time ◽  
Managerial Implications ◽  
Taking Charge ◽  
Future Research Directions

Integrating the relational approach and social exchange theory, the authors conceptualize the quality of leader‒member and team member exchanges as mediators for understanding the role of transformational leadership in employee proactive behaviors (e.g., voice, taking charge, and innovative behaviors). The results based on data collected from 352 full-time employees working in pharmaceutical companies in Vietnam largely support the proposed theoretical framework and shed light on the mechanism through which leadership style influences employee proactivity in a manufacturing context. Using the results, the authors discuss research limitation and, managerial implications, and suggest future research directions for the relationship between leadership style and employee proactive behavior.

How Does Face Culture Influence Chinese Gen Y's Outbound Travel Intention? Examining The Moderating Role of Face Gaining

2021 ◽  
Vol 25 (4) ◽  
pp. 371-384
Author(s):  
Fei Long ◽  
Norzalita Abd Aziz ◽  
Abdul Hafaz Ngah
Keyword(s):  
Reasoned Action ◽  
Moderating Effect ◽  
Future Research ◽  
Chinese Society ◽  
Research Directions ◽  
Gen Y ◽  
Culture Influence ◽  
Managerial Implications ◽  
Future Research Directions

Face is an indigenous cultural concept deeply rooted in Chinese society. It is believed that face plays a profound role in influencing Chinese people's social behaviors, but little research has been conducted to investigate its impacts in relation to outbound travel behaviors among Chinese Gen Y tourists. This study collected 350 usable responses via online self-administered surveys, and examined the moderating effect of face gaining in the theory of reasoned action (TRA) model. Contrary to the extant literature, the present research indicates a negative moderating effect of face gaining on the positive relationship between attitude and outbound travel intention in a Chinese context. Through analysis and discussion, some theoretical and managerial implications are presented, which facilitates our understanding of face culture and Chinese Gen Y tourists. Additionally, limitations and future research directions are provided.

Value Co-Creation in Cloud Services

2015 ◽  
pp. 98-115
Author(s):  
Ammar Rashid ◽  
William Yu Chung Wang ◽  
Felix B Tan
Keyword(s):  
Service Providers ◽  
Practical Experience ◽  
Cloud Services ◽  
Future Research ◽  
Research Directions ◽  
Technical Aspects ◽  
Creation Process ◽  
Managerial Implications ◽  
Future Research Directions

In recent years, there has been considerable interest in cloud services in academic literature. Most research in this area has focused on the technical aspects of designing and implementing cloud services, with few studies focusing on understanding the value of cloud services and the processes by which consumer and service providers engage each other to co-create these services. This chapter explains the co-creation processes, and, the role of consumer in the value co-creation process of cloud services. It incorporates extant marketing and information systems literature, industry reports, and practical experience reflections to highlight the significance of cloud services. The drivers of co-creation are explored with the description of co-creation processes and the underlying factors involved in value co-creation of cloud services. The chapter concludes by outlining the opportunities associated with the development of cloud services, noting future research directions and discussing academic and managerial implications.

Market Research through Online Custom Panel

2013 ◽  
pp. 89-101 ◽  
Author(s):  
Renata Bendit Katarivas ◽  
Zilla Patricia Bendit ◽  
Benjamin Rosenthal
Keyword(s):  
Developed Countries ◽  
Consumer Information ◽  
Future Research ◽  
Research Experience ◽  
Panel Management ◽  
Managerial Implications ◽  
Future Research Directions ◽  
Custom Panel ◽  
Online Panels ◽  
Important Form

Online panels are, more and more, an important form of collecting consumer information for marketing decisions. Consumer online panels are more used in developed countries than in third world countries. This chapter also talks about customized online panels within online panels in general. This chapter discusses the current challenges to the use of online panels in Brazil, according to the research experience of the leading provider of such methodology in the country. The chapter describes two cases of online panels in Brazil, and in one of them it describes the communal aspects of the panel and the implications that the communal traces bring to panel management. The chapter concludes with an analysis of research results, managerial implications, and future research directions.

The Politics of Energy Security

2019 ◽  
pp. 247-274 ◽  
Author(s):  
Jessica Jewell ◽  
Elina Brutschin
Keyword(s):  
Energy Security ◽  
Energy Systems ◽  
Future Research ◽  
Policy Makers ◽  
Social Actors ◽  
Academic Communities ◽  
Policy Goals ◽  
Main Driver ◽  
Productive Research

Energy security has long been a main driver of energy policies, but its meaning has been contested by policy makers and scholars. The concept incorporates both material and intersubjective aspects, finding different expressions in different contexts and attracting the interest of diverse social actors and academic communities. This chapter identifies, compares, and contrasts five major approaches for analyzing energy security rooted in different scholarly traditions. It argues that in order to facilitate a dialogue among these approaches as well as policy comparison and learning, it is useful to conceptualize energy security as “low vulnerability of vital energy systems.” This definition opens avenues for productive research, unpacking the interplay between material and intersubjective aspects of “vulnerability” and “vitality” of energy systems. Future research should investigate the role of material factors alongside power, values, and trust in defining energy security; explain the gap between energy securitization and action; and explore the interaction between energy security and other energy policy goals.

Interpersonal Psychotherapy for the Treatment of Eating Disorders

2010 ◽  
pp. 347-372 ◽  
Author(s):  
Marian Tanofsky-Kraff ◽  
Denise E. Wilfley
Keyword(s):  
Anorexia Nervosa ◽  
Clinical Care ◽  
Interpersonal Psychotherapy ◽  
Future Research ◽  
Cognitive Behavior ◽  
Research Directions ◽  
Routine Clinical Care ◽  
Interpersonal Factors ◽  
Future Research Directions

Interpersonal psychotherapy (IPT) is a focused, time-limited treatment that targets interpersonal problem(s) associated with the onset and/or maintenance of EDs. IPT is supported by substantial empirical evidence documenting the role of interpersonal factors in the onset and maintenance of EDs. IPT is a viable alternative to cognitive behavior therapy for the treatment of bulimia nervosa and binge eating disorder. The effectiveness of IPT for the treatment of anorexia nervosa requires further investigation. The utility of IPT for the prevention of obesity is currently being explored. Future research directions include enhancing the delivery of IPT for EDs, increasing the availability of IPT in routine clinical care settings, exploring IPT adolescent and parent–child adaptations, and developing IPT for the prevention of eating and weight-related problems that may promote full-syndrome EDs or obesity.

scholarly journals Molecular Targets of Manganese-Induced Neurotoxicity: A Five-Year Update

2021 ◽  
Vol 22 (9) ◽  
pp. 4646
Author(s):  
Alexey A. Tinkov ◽  
Monica M. B. Paoliello ◽  
Aksana N. Mazilina ◽  
Anatoly V. Skalny ◽  
Airton C. Martins ◽  
...  
Keyword(s):  
Endoplasmic Reticulum ◽  
Endoplasmic Reticulum Stress ◽  
Mitochondrial Dysfunction ◽  
Synaptic Dysfunction ◽  
Future Research ◽  
Protective Mechanism ◽  
Autophagic Flux ◽  
Future Research Directions ◽  
The Impact

Understanding of the immediate mechanisms of Mn-induced neurotoxicity is rapidly evolving. We seek to provide a summary of recent findings in the field, with an emphasis to clarify existing gaps and future research directions. We provide, here, a brief review of pertinent discoveries related to Mn-induced neurotoxicity research from the last five years. Significant progress was achieved in understanding the role of Mn transporters, such as SLC39A14, SLC39A8, and SLC30A10, in the regulation of systemic and brain manganese handling. Genetic analysis identified multiple metabolic pathways that could be considered as Mn neurotoxicity targets, including oxidative stress, endoplasmic reticulum stress, apoptosis, neuroinflammation, cell signaling pathways, and interference with neurotransmitter metabolism, to name a few. Recent findings have also demonstrated the impact of Mn exposure on transcriptional regulation of these pathways. There is a significant role of autophagy as a protective mechanism against cytotoxic Mn neurotoxicity, yet also a role for Mn to induce autophagic flux itself and autophagic dysfunction under conditions of decreased Mn bioavailability. This ambivalent role may be at the crossroad of mitochondrial dysfunction, endoplasmic reticulum stress, and apoptosis. Yet very recent evidence suggests Mn can have toxic impacts below the no observed adverse effect of Mn-induced mitochondrial dysfunction. The impact of Mn exposure on supramolecular complexes SNARE and NLRP3 inflammasome greatly contributes to Mn-induced synaptic dysfunction and neuroinflammation, respectively. The aforementioned effects might be at least partially mediated by the impact of Mn on α-synuclein accumulation. In addition to Mn-induced synaptic dysfunction, impaired neurotransmission is shown to be mediated by the effects of Mn on neurotransmitter systems and their complex interplay. Although multiple novel mechanisms have been highlighted, additional studies are required to identify the critical targets of Mn-induced neurotoxicity.

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