Research Project
Grant-in-Aid for Young Scientists (B)
This study analyzes the value co-creation process between service agents at offshored call service center and onshore customer. Specifically, this study attempts to reveal the key concept for the evaluation by onshore customers toward offshored call service center agents. Theoretical and empirical considerations found that co-created value between agents and customers depends on the degree of similarity between the agents over the phone and the prototypical (from the perspective of onshore customers) onshore call service center agents.
All 2015 2014
All Journal Article (2 results) (of which Open Access: 1 results) Presentation (1 results)
新潟大学経済論集
Volume: 100 Pages: 69-88
120006756185
Volume: 97 Pages: 45-62