Customer care: customer service becomes customer intimacy

Wijnand Jongen

Chapter 12 in The End of Online Shopping:The Future of New Retail in an Always Connected World, 2018, pp 202-215 from World Scientific Publishing Co. Pte. Ltd.

Abstract: Customer care encapsulates sincere interest in the customer and commitment to the care he deserves. It’s so much more than basic (aftersales) service or simply responding to customer queries. Instead, it’s ensuring the very essence of quality throughout every step of the customer journey…

Keywords: Online Shopping; Retail; Ecommerce; Digitization (search for similar items in EconPapers)
JEL-codes: L26 L81 M16 M31 (search for similar items in EconPapers)
Date: 2018
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