This book explores how customer service can become the singular competitive differentiator for organizations in the digital era.
Given the accelerated pace of digitization and unprecedented rise in customer expectations post-pandemic, organizations must focus on customer-centricity in all functions. This presents a unique opportunity for companies to revisit traditional customer service function and transform it for the digital age. In light of this, this book provides a contemporary customer perspective on service experiences throughout the customer journey. It explores the essential success factors, enablers, and important processes for customer service in the digital age and shares best practices based on research from global experts.
A valuable resource for students and researchers keen on understanding the new digital landscape in customer service, this book offers strategies to develop, maintain and enhance customer relationships through superior service experiences.
Chapter 1 - Customer-Centric Support Services: An Introduction to the
next frontier for competitive advantage in the digital era.
Chapter 2 -
Customer-Centric Support Services in the Digital Era.
Chapter 3 -
Information as a Service for Consumer Decision Making.
Chapter 4 - The role
of service design in enhancing marketing-customer service collaboration.-
Chapter 5 - Digital strategies for aiding ease of decision-making in
service.
Chapter 6 - Multichannel Consumer Service Integration of
Recommendation Systems.
Chapter 7 - The Double-Edged Sword of Innovation for
B2B Salespeople: A Conceptual Exploration of how B2B Salespeople fear
Innovation.
Chapter 8 - Co-Creating Aftermarket Value in the Digital Era:
Managing Transformative Customer Relationships Through Stakeholder
Engagement.
Chapter 9 - Enhancing Upselling and Cross-selling in
Business-to-Business Markets: The Critical Need to Integrate Customer Service
and Sales Function.
Chapter 10 - Frontline Service Staff in the Digital Era:
Managing a Human-Robotic Workforce.
Chapter 11 - . Navigating through the
Digital Gates: Customer-centric Services and Wellbeing Business Environment.-
Chapter 12 - Customer service opportunities & challenges in the post-pandemic
world.
Prof. Jagdish N. Sheth holds the Charles H. Kellstadt Professor of Business at Emory University, Georgia, USA, and has published more than 300 research papers and 30 books. He is a Fellow of the American Psychological Association, American Marketing Association, and Academy of Marketing Science.
Prof. Varsha Jain is AGK Chair Professor of Marketing at MICA, India. She is Associate Editor of four global A journals, has authored 140+ publications, and received 25 awards. She is a visiting guest at Emory Business School and a visiting scholar at University of Greenwich, UK and Northwestern University, USA.
Dr. Emmanuel Mogaji has a Ph.D. in Marketing. He is an Associate Professor in Marketing at the Keele Business School, Keele University, UK. He is a Fellow of the Higher Education Academy.
Ms. Anupama Ambika is a Lecturer in Marketing at the Institute of Management Technology, Dubai, UAE. Her research interests are atthe intersection of technology consumer behavior and digital marketing. She has published her research in leading marketing and consumer behavior journals.
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