OFFSERVSENT measures consumer sentiment toward firms that deliver services via offshore providers. Developed through in-depth interviews and two-round national panel data collection, the scale comprises five first-order dimensions loading onto a second-order OFFSERVSENT factor. Free-Trade Resentment captures protectionist beliefs that government should shield domestic workers from offshoring-related job losses. Foreign Worker Enmity reflects cultural prejudice or hostility toward overseas service providers. Data Security captures anxiety about the safety of personal information handled in offshore locations. Communication reflects concern about language and accent barriers with overseas agents. Customer/Foreign-Worker Disconnect reflects belief that domestic workers are culturally superior and that overseas agents lack the understanding to assist local consumers effectively. Higher scores on all dimensions indicate stronger negative sentiment toward offshoring.
Thelen, S. T., Yoo, B., & Magnini, V. P. (2011). An examination of consumer sentiment toward offshored services. Journal of the Academy of Marketing Science, 39(2), 270-289. https://doi.org/10.1007/s11747-010-0192-7
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