When Dell decided some years ago to bring back home much of its customer support after complaints about service quality, it seemed perhaps to indicate limits to the off-shoring era. Other firms have followed, suggesting a new trend of ‘back-shoring’ customer support to the US and Europe. strategy+business, though, in Is Backshoring the New Offshoring? point out that the scale of this reversal is not very significant. In fact, with increasing profit pressures arising from the worsening economic conditions, ...