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Keywords: Unintended consequences
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Journal Articles
Outsourcing contact centers: internal branding challenges and consequences
Available to Purchase
Journal of Business & Industrial Marketing (2019) 34 (5): 921–930.
Published: 17 June 2019
... propositions developed from the literature regarding the reasons for and the unintended consequences of outsourcing. A model was developed to illustrate how costs can be reduced by outsourcing under different conditions of “headcount constraints” and “failure costs” of customer relationship management...
