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.,Structural equations modelling is employed to assess relationships among constructs when country of service origin (New Zealand and the Philippines) and type of service provided (technical support and personal billing services) are varied. Using a scenario-based experimental design we collected 337 responses from a consumer panel across Australia.,Results indicate that both COSO and type of information exchanged affect service sentiment. Overall, consumers feel more negative and more likely to punish a company for offshoring to culturally dissimilar countries such as the Philippines than to culturally similar ones such as New Zealand. However, consumers were more concerned with personal billing services provided from offshore providers than technical support, regardless of COSO.,Practitioners need to understand customer sentiment about services offshoring in general as well as the relationship between service type and country of service origin when designing the global service supply chain.,This study extends theory by applying a multi-dimensional portfolio perspective in examining customer sentiment of offshore services. Understanding the underlying bases of customer concerns and how companies can mitigate negative perceptions allows firms to better manage service offshore strategy.

中文翻译：

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原产国和所交换信息的类型对离岸服务情绪后果的影响

这项研究通过调查交换的信息类型，技术支持或个人账单以及服务来源国（COSO）如何影响消费者做出负面反应的可能性（抵制问题重要性，NWOM，感知服务），扩展了现有服务离岸文献。质量（离岸服务交换）。当服务来源国（新西兰和菲律宾）和提供的服务类型（技术支持和个人计费服务）发生变化时，使用结构方程模型来评估构造之间的关系。使用基于方案的实验设计，我们从澳大利亚的一个消费者小组中收集了337个答复。结果表明，COSO和所交换的信息类型都会影响服务情绪。总体，与在文化上相似的国家（例如新西兰）相比，在菲律宾等文化上相异的国家中，消费者对公司的离岸外包感到更加消极，并且更有可能受到惩罚。但是，与COSO无关，消费者更关心离岸提供商提供的个人计费服务，而不是技术支持。从业人员在设计服务时，需要了解客户对服务外包的总体感觉以及服务类型与服务来源国之间的关系。全球服务供应链。本研究通过应用多维投资组合视角检查离岸服务的客户情绪来扩展理论。了解客户关注的潜在基础以及公司如何减轻负面印象，可以使公司更好地管理离岸服务战略。