... complete and usable questionnaires. Findings Consumer ethnocentrism has a negative influence on the attitude towards offshore outsourcing and the perceived service quality and customer satisfaction with offshore call centers. Customer satisfaction also mediates the influence of perceived service...

... regression analysis. Findings The results show support for ten of the 12 hypotheses. Service convenience moderated the relationships between perceived service quality and its three sub‐dimensions (interaction, environment, and outcome quality), differently in different settings (retail vs hedonic...