Islamic-Oriented Customer Service Management: Challenges and Opportunities

Abdul Kadir Othman, Ahmad Zuhairi Zainuddin, Mohd Khirzan Badzli Abd Rahman, Muhammad Iskandar Hamzah, Mazuin Mat Halif and Mohd Raihan Abdullah

Information Management and Business Review, 2025, vol. 17, issue 2, 301-313

Abstract: This paper explores Customer Service Management (CSM) from an Islamic perspective, emphasizing the integration of ethical values such as honesty (?idq), trustworthiness (am?nah), justice (‘adl), and excellence in character (?usn al-khuluq). Unlike conventional CSM, which focuses on speed and efficiency, Islamic-based CSM frames service as a moral responsibility and a form of worship. The study highlights the opportunities of this approach, including increased customer loyalty, access to the halal market, and enhanced brand reputation, while addressing challenges such as ethical-profitable conflicts, a lack of staff training, and policy ambiguity. The paper identifies critical gaps in research, including the absence of a unified Islamic CSM framework and the limited number of cross-sector and empirical studies. It concludes with practical managerial implications and future research directions aimed at developing comprehensive, Shariah-compliant service models. This paper contributes to academic discourse and practical business strategies by offering a faith-based approach to ethical and sustainable customer service.

Date: 2025
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Persistent link: https://EconPapers.repec.org/RePEc:rnd:arimbr:v:17:y:2025:i:2:p:301-313

DOI: 10.22610/imbr.v17i2(I)S.4606

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