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Journal of Strategic Marketing Volume 21, 2013 - Issue 1
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Outsourcing of customer relationship management: implications for customer satisfaction

Michael Graf OMV, Vienna, Austria
,
Bodo B. Schlegelmilch WU Vienna, International Marketing Management, Augasse 2–6, 1090 Vienna, Vienna, 1090, AustriaCorrespondence[email protected]
,
Susan M. Mudambi Temple University, Ambler, USA
&
Stephen Tallman University of Richmond, Richmond, USA
Pages 68-81 | Received 25 Aug 2012, Accepted 25 Sep 2012, Published online: 19 Dec 2012

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Prashant Srivastava, Karthik N.S. Iyer & Mahesh Srinivasan. (2023) Interfirm partnership resource–lean capability association: exploring the moderating role of learning orientation and performance implications. Journal of Strategic Marketing 0:0, pages 1-17.
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Jonathan Whitaker, M.S. Krishnan, Claes Fornell & Forrest Morgeson. (2020) How Does Customer Service Offshoring Impact Customer Satisfaction?. Journal of Computer Information Systems 60:6, pages 569-582.
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Luciano Batista, Sally Dibb, Maureen Meadows, Matt Hinton & Mathew Analogbei. (2020) A CRM-based pathway to improving organisational responsiveness: an empirical study. Journal of Strategic Marketing 28:6, pages 494-521.
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Articles from other publishers (10)

Alireza Shabani shojaei. 2022. Handbook of Research on Smart Management for Digital Transformation. Handbook of Research on Smart Management for Digital Transformation 210 232 .
Bodo B. SchlegelmilchBodo B. Schlegelmilch. 2022. Global Marketing Strategy. Global Marketing Strategy 225 252 .
Bodo B. SchlegelmilchBodo B. Schlegelmilch. 2022. Global Marketing Strategy. Global Marketing Strategy 51 81 .
Lu Lu, Gary Gregory & Shawn Thelen. (2020) Influence of country of origin and type of information exchanged on consequences of offshore service sentiment. Journal of Service Theory and Practice 30:3, pages 233-255.
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Andreas Eggert, Eva Böhm & Christina Cramer. (2017) Business service outsourcing in manufacturing firms: an event study. Journal of Service Management 28:3, pages 476-498.
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Oliver Götz, Wayne Hoyer, Manfred Krafft & Werner J. Reinartz. 2016. Kundenzufriedenheit. Kundenzufriedenheit 349 376 .
Bodo B. SchlegelmilchBodo B. Schlegelmilch. 2016. Global Marketing Strategy. Global Marketing Strategy 129 151 .
Bodo B. SchlegelmilchBodo B. Schlegelmilch. 2016. Global Marketing Strategy. Global Marketing Strategy 43 61 .
Beth Rogers & Padmali Rodrigo. (2015) An exploratory study of factors influencing make-or-buy of sales activities. Strategic Outsourcing: An International Journal 8:2/3, pages 229-261.
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Jonathan Whitaker, Mayuram S. Krishnan & Claes Fornell. (2008) Does Offshoring Impact Customer Satisfaction?. SSRN Electronic Journal.
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