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 ()
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Varsha Jain: MICA
Jagdish N. Sheth: Emory University
Emmanuel Mogaji: Keele University
Anupama Ambika: IMT Dubai

Chapter 1 in Customer Centric Support Services in the Digital Age, 2024, pp 1-10 from Springer

Abstract: Abstract This chapter offers an editorial insight into the edited book on Customer-Centric Support Services: The Next Frontier for Competitive Advantage in the Digital Era. The objective of this book is to understand how customer service can become the singular competitive differentiator for organisations in this digital era. This book aims to guide academicians about the scope of digitised and customer-centric service experiences across the customer journey. This book contains 12 chapters, across four themes, with 22 contributing authors from different countries including the United States, the United Kingdom, India, and Vietnam. These contributing authors are considered experts in the field and have offered contributions to theories, knowledge, and discussion around customer-centric support services as the next frontier for competitive advantage in the digital era. The subsequent chapter presents an outline of the book and a concluding remark.

Keywords: Edited book; Customer-Centric; Support Services; Competitive advantage; Digital era (search for similar items in EconPapers)
Date: 2024
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-031-37097-7_1

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DOI: 10.1007/978-3-031-37097-7_1

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