Customer-Centric Service Ecosystem for Emerging Markets

Varsha Jain (varsha.jain@micamail.in), Anupama Ambika (anupama_fpm18@micamail.in) and Jagdish N. Sheth (jsheth@emory.edu)
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Varsha Jain: MICA
Anupama Ambika: MICA
Jagdish N. Sheth: Charles H. Kellstadt, Goizueta Business School of Emory University

A chapter in The Palgrave Handbook of Service Management, 2022, pp 393-410 from Springer

Abstract: Abstract Today, customer service is gaining importance as a vital component for competitive advantage. However, companies are grappling with a multitude of challenges in their journey toward superior customer support services. The challenges are more profound in emerging markets due to the heterogeneity, unique socio-economic-political factors, and infrastructural inadequacies. Hence based on the insights from leading industry practitioners, this study intends to develop an emerging market-focused customer-centric service ecosystem (CSE), featuring the factors that influence customer service. The CSE shall enrich this domain’s academic and industry knowledge, encouraging further research and implementation practices.

Keywords: Customer-centric models; Customer-centricity; Customer-centric ecosystem; Customer services; Emerging markets (search for similar items in EconPapers)
Date: 2022
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-030-91828-6_21

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DOI: 10.1007/978-3-030-91828-6_21

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