Customer Centric Support Services in the Digital Age

Edited by Jagdish N. Sheth (), Varsha Jain (), Emmanuel Mogaji () and Anupama Ambika ()

in Springer Books from Springer

Date: 2024
ISBN: 978-3-031-37097-7
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Chapters in this book:

Ch 1 Customer-Centric Support Services: An Introduction to the Next Frontier for Competitive Advantage in the Digital Era

Varsha Jain, Jagdish N. Sheth, Emmanuel Mogaji and Anupama Ambika

Ch 2 Customer-Centric Support Services in the Digital Era

Amit Kumar and Pankaj Setia

Ch 3 Information as a Service

Moutusy Maity

Ch 4 The Role of Service Design in Enhancing Marketing-Customer Service Collaboration

Dandison Ukpabi and Grace Dandison Ukpabi

Ch 5 Digital Strategies for Aiding Ease of Decision-Making in the Services Sector

Nguyen Phong Nguyen and Emmanuel Mogaji

Ch 6 Multichannel Consumer Service Integration of Recommendation Systems

Ketan Wadhwani and Varsha Jain

Ch 7 A Conceptual Exploration of How B2B Salesperson Fear of Innovation Influences Role Stress and Customer-Perceived Service Quality

Edward Nowlin

Ch 8 Co-creating Aftermarket Value in the Digital Era: Managing Transformative Customer Relationships through Stakeholder Engagement

Janakiraman Moorthy and Atul Parvatiyar

Ch 9 Enhancing Upselling and Cross-Selling in Business-to-Business Markets: The Critical Need to Integrate Customer Service and Sales Functions

Sanket Vatavwala, Bipul Kumar and Arun Sharma

Ch 10 The Changing Role of Frontline Employees in a Human-Robotic Workforce

Sven Tuzovic

Ch 11 Navigating Through the Digital Gates: Customer-Centric Services and Well-Being

Yusuf Hassan and Jayesh Pandey

Ch 12 Customer Service Opportunities and Challenges in a Post-Pandemic World

Raji Srinivasan, Deepa Chandrasekaran and Federica (Fede) Rossetti

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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprbok:978-3-031-37097-7

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DOI: 10.1007/978-3-031-37097-7

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