Influence of country of origin and type of information exchanged on consequences of offshore service sentiment

Purpose This research extends existing services offshoring literature by investigating how the type of information exchanged, technical support or personal billing, in conjunction with country-of-service-origin (COSO) influences consumer likelihood to react negatively (boycott issue importance, NWOM, perceived service quality) to an offshore service exchange. Design/methodology/approach Structural equations modelling is employed to assess...