Sharma, Piyush; Mathur, Rajiv; Dhawan, Abhinav - In: Journal of Services Marketing 23 (2009) 5, pp. 289-300
Purpose – The purpose of this paper is to explore the moderating influence of attitude toward offshore call centers (OCCs) and brand image of the service provider firm on the relationships among perceived service quality (SQ), customer satisfaction (CS), complaint (CI) and repeat purchase (RP)...