Customer Service: Emerging Requirements and Trends

P.D. O’Brien
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P.D. O’Brien: British Telecommunications plc

Chapter 2 in Service Chain Management, 2008, pp 19-29 from Springer

Abstract: Abstract In the previous chapter, we provided an overview of the general area of Service ChainManagement and the subjects to be covered in the book.One important source of requirements and inspiration for Service Chain Management applications are the enterprise’s customers and their emerging requirements and expectations on customer service. This area also known as Services Marketing has been covered by books focusing on the subject of integrating customer requirements across the service enterprise, see Zeithaml and Bitner (2003). However, we focus here on emerging customer service trends emanating from service digitisation and electronic communications which are increasingly impacting service management systems.

Keywords: Customer Service; Customer Loyalty; Customer Experience; Customer Retention; Customer Engagement (search for similar items in EconPapers)
Date: 2008
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DOI: 10.1007/978-3-540-75504-3_2

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