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

Nguyen Phong Nguyen () and Emmanuel Mogaji
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Nguyen Phong Nguyen: University of Economics Ho Chi Minh City
Emmanuel Mogaji: Keele University

Chapter 5 in Customer Centric Support Services in the Digital Age, 2024, pp 75-100 from Springer

Abstract: Abstract Decision-making complexities should be met with equally sophisticated tools and techniques to achieve the required impact. In today’s technological environment, digital decision-making tools suffice the task. This chapter is centred on digital strategies that enable easier decision-making. The main aim is to establish available strategies and their specific impacts. It deploys a detailed literature review to discern these strategies using findings to inform managerial implications and policy recommendations. Findings from the study indicate that Data-Driven Decision Making (DDDM), Advanced Data Analytics, and Retail and Customer Analytics are the major digital tools that support decision-making. Retail and customer analytics enable sales forecasting, dynamic pricing, and micro-segmentation through Big Data Analytics and consumer behaviour analysis through customer analytics. The application of these tools, however, revolves around the internal business environment, which can be influenced by the financial capabilities (to invest), data capabilities (to train and process), and the human resources capabilities (to manage the tools) to enhance the customer experience. The chapter concludes with managerial implications and policy recommendations, reiterating the need to deploy and increase reliance on these digital tools for better organisational decision-making.

Keywords: Digital; Decision-making; Service management; Data analytics; Data (search for similar items in EconPapers)
Date: 2024
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DOI: 10.1007/978-3-031-37097-7_5

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