Outsourcing and Customer ServiceTools Zhexengaliyeva, Zaura (2014) Outsourcing and Customer Service. [Dissertation (University of Nottingham only)] (Unpublished)
AbstractA highly competitive business environment requires companies to consider an outsourcing process as a strategic decision which may bring more than simple cost savings. This strategic point of view has forced organisations to pay more attention to activities they outsource, suppliers they choose and service level they receive. The aim of this study was the identification of the important factors of outsourcing in order to get a good quality service from suppliers through the analysis of UK companies’ practices. The data for this study was collected through questionnaires and interviews. The findings have been presented using a case study approach. As a result, it was possible to produce recommendations which might be used by companies starting their outsourcing processes. They also provide main stages of outsourcing process that may be followed and considered before starting an outsourcing practice.
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