Managing the performance of outsourced customer contact centers

Journal of Purchasing and Supply Management - Tập 14 Số 3 - Trang 160-169 - 2008
Wendy L. Tate1, Wendy van der Valk2
1Department of Marketing and Logistics, University of Tennessee, 303 Stokely Management Center, Knoxville, TN, USA
2Department of Organisation Science and Marketing, Eindhoven University of Technology, P.O. Box 513, Paviljoen R.0.05, 5600 MB Eindhoven, The Netherlands

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