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On repositioning customer support services: some food for further thought
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Journal Article
On repositioning customer support services: some food for further thought
2020
Overview
First and foremost, I believe it is important to distinguish clearly between “customer [support] service” [singular] and “customer support services” [plural], a distinction that at times gets blurred when the terms are used interchangeably. [...]the provision of customer service as well as the delivery of products and services (including CSS) are increasingly being handled by service ecosystems, each consisting of multiple distinct organizations that are interlinked is some fashion to cater to the same focal customers. [...]the notion of understanding and managing customer experience throughout the entire customer journey – from pre-purchase to during purchase/consumption to post-purchase – is garnering growing attention in both business and scholarly literatures.
Publisher
Emerald Publishing Limited,Emerald Group Publishing Limited
Subject
