Customer Centric Support Services in the Digital Age: The Next Frontier of Competitive Advantage [Hardcover]

This book explores how customer service can become the singular competitive differentiator for organizations in the digital era.

Given the pace of digitization and the rise in customer expectations post-pandemic, organizations must focus on customer-centricity in all functions in the digital age, providing factors, enablers, and processes for customer service and sharing best practices based on research from global experts.

The book is a valuable resource for students and researchers keen on understanding the new digital landscape in customer service to develop, maintain, and enhance customer relationships.

Chapter 1 - Customer-Centric Support Services: An Introduction to the next frontier for competitive advantage in the digital era.- Chapter 2 - Customer-Centric Support Services in the Digital Era.- Chapter 3 - Information as a Service for Consumer Decision Making.- Chapter 4 - The role of service design in enhancing marketing-customer service collaboration.- Chapter 5 - Digital strategies for aiding ease of decision-making in service.- Chapter 6 - Multichannel Consumer Service Integration of Recommendation Systems.- Chapter 7 - The Double-Edged Sword of Innovation for B2B Salespeople: A Conceptual Exploration of how B2B Salespeople fear Innovation.- Chapter 8 - Co-Creating Aftermarket Value in the Digital Era: Managing Transformative Customer Relationships Through Stakeholder Engagement.- Chapter 9 - Enhancing Upselling and Cross-selling in Business-to-Business Markets: The Critical Need to Integrate Customer Service and Sales Function.- Chapter 10 - Frontline Service Staff in the Digital Era: Managing a Human-Robotic Workforce.- Chapter 11 - . Navigating through the Digital Gates: Customer-centric Services and Wellbeing Business Environment.- Chapter 12 - Customer service opportunities & challenges in the post-pandelƒ)