Chapter XXI Toward a Theory of IT-Enabled Customer Service Systems
Published: Jan 1, 2009
Abstract
As the use of customer service as a tool to create customer value and differentiation continues to increase, the set of customer services that surround the product rather than the product alone will increasingly become a source of competitive advantage and one of the most critical core business processes. However, there is a lack of a strong conceptual foundation for a service economy and a lack of theoretical guidance for optimal customer...
Paper Details
Title
Chapter XXI Toward a Theory of IT-Enabled Customer Service Systems
Published Date
Jan 1, 2009
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