... strategy Offshore service sentiment NWOM Country of origin Despite the negative reaction by consumers towards service offshoring, firms still embark on the practice. The motivations for firms to offshore include lower costs, 24/7/365 customer service, and increased access to a broader talent...

..., or geographic closeness to the home country. Originality/value The paper extends the concept of country of origin (COO) to services and expands the current knowledge base of consumer opinions about services offshoring. These web sites and media reporting make it easier for consumers to discern whether...

... attributes and extrinsic indicators. In addition, we understand that this influence could be clearly different. © Emerald Group Publishing Limited 2007 Quality awareness Customer satisfaction Customer loyalty Purchasing Country of origin In service industries, the development...