Deploying Customer Orientation in Outsourced Customer Support Relationships
Published 6/30/2007
Author: Alka Citrin, Stefan Wuyts, and Aric Rindfleisch
Summary
The most common area of a company to get outsourced is the customer service sector. It is the easiest approach for a company to take in order to cut costs. But with outsourcing on the rise companies are starting to worry about the level of customer service they are providing. In order to uphold their customer service standards companies are looking for outsourcing clients who are able to provide a high level of service to satisfy their customers' needs. But do the clients really have an impact on a customer’s perceptions of the company and if so what can they do to improve the quality of service to the customer?
The research in this article set out to answer these questions and discover what the relationship is between an outsourcing client and customer orientation.
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