Customer Centric Support Services in the Digital Age (Record no. 56943)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 05173nam a22005295i 4500 |
| 001 - CONTROL NUMBER | |
| control field | 978-3-031-37097-7 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | DE-He213 |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20251030110903.0 |
| 007 - PHYSICAL DESCRIPTION FIXED FIELD--GENERAL INFORMATION | |
| fixed length control field | cr nn 008mamaa |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 231230s2024 sz | s |||| 0|eng d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 9783031370977 |
| -- | 978-3-031-37097-7 |
| 024 7# - OTHER STANDARD IDENTIFIER | |
| Standard number or code | 10.1007/978-3-031-37097-7 |
| Source of number or code | doi |
| 050 #4 - LIBRARY OF CONGRESS CALL NUMBER | |
| Classification number | HF5415.5-5415.53 |
| 072 #7 - SUBJECT CATEGORY CODE | |
| Subject category code | KJSU |
| Source | bicssc |
| 072 #7 - SUBJECT CATEGORY CODE | |
| Subject category code | BUS018000 |
| Source | bisacsh |
| 072 #7 - SUBJECT CATEGORY CODE | |
| Subject category code | KJSU |
| Source | thema |
| 245 10 - TITLE STATEMENT | |
| Title | Customer Centric Support Services in the Digital Age |
| Medium | [electronic resource] : |
| Remainder of title | The Next Frontier of Competitive Advantage / |
| Statement of responsibility, etc. | edited by Jagdish N. Sheth, Varsha Jain, Emmanuel Mogaji, Anupama Ambika. |
| 250 ## - EDITION STATEMENT | |
| Edition statement | 1st ed. 2024. |
| 264 #1 - PRODUCTION, PUBLICATION, DISTRIBUTION, MANUFACTURE, AND COPYRIGHT NOTICE | |
| Place of production, publication, distribution, manufacture | Cham : |
| Name of producer, publisher, distributor, manufacturer | Springer International Publishing : |
| -- | Imprint: Palgrave Macmillan, |
| Date of production, publication, distribution, manufacture, or copyright notice | 2024. |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | XXIII, 294 p. 23 illus. |
| Other physical details | online resource. |
| 336 ## - CONTENT TYPE | |
| Content type term | text |
| Content type code | txt |
| Source | rdacontent |
| 337 ## - MEDIA TYPE | |
| Media type term | computer |
| Media type code | c |
| Source | rdamedia |
| 338 ## - CARRIER TYPE | |
| Carrier type term | online resource |
| Carrier type code | cr |
| Source | rdacarrier |
| 347 ## - DIGITAL FILE CHARACTERISTICS | |
| File type | text file |
| Encoding format | |
| Source | rda |
| 505 0# - FORMATTED CONTENTS NOTE | |
| Formatted contents note | 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-pandemic world. |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | 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. Prof. Jagdish N. Sheth holds the Charles H. Kellstadt Professor of Business at Emory University, Georgia, USA, and has published more than 300 research papers and 30 books. He is a Fellow of the American Psychological Association, American Marketing Association, and Academy of Marketing Science. Prof. Varsha Jain is AGK Chair Professor of Marketing at MICA, India. She is Associate Editor of four global “A” journals, has authored 140+ publications, and received 25 awards. She is a visiting guest at Emory Business School and a visiting scholar at University of Greenwich, UK and Northwestern University, USA. Dr. Emmanuel Mogaji has a Ph.D. in Marketing. He is an Associate Professor in Marketing at the Keele Business School, Keele University, UK. He is a Fellow of the Higher Education Academy. Ms. Anupama Ambika is a Lecturer in Marketing at the Institute of Management Technology, Dubai, UAE. Her research interests are at the intersection of technology consumer behavior and digital marketing. She has published her research in leading marketing and consumer behavior journals. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | |
| General subdivision | Management. |
| 9 (RLIN) | 68690 |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | |
| 9 (RLIN) | 521 |
| 650 14 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | |
| 9 (RLIN) | 68691 |
| 650 24 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | |
| 9 (RLIN) | 521 |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Sheth, Jagdish N. |
| Relator term | editor. |
| Relator code | edt |
| -- | http://id.loc.gov/vocabulary/relators/edt |
| 9 (RLIN) | 61257 |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Jain, Varsha. |
| Relator term | editor. |
| Relator code | edt |
| -- | http://id.loc.gov/vocabulary/relators/edt |
| 9 (RLIN) | 68692 |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Mogaji, Emmanuel. |
| Relator term | editor. |
| Authority record control number | (orcid)0000-0003-0544-4842 |
| -- | https://orcid.org/0000-0003-0544-4842 |
| Relator code | edt |
| -- | http://id.loc.gov/vocabulary/relators/edt |
| 9 (RLIN) | 60784 |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Ambika, Anupama. |
| Relator term | editor. |
| Relator code | edt |
| -- | http://id.loc.gov/vocabulary/relators/edt |
| 9 (RLIN) | 68693 |
| 710 2# - ADDED ENTRY--CORPORATE NAME | |
| Corporate name or jurisdiction name as entry element | SpringerLink (Online service) |
| 773 0# - HOST ITEM ENTRY | |
| Title | Springer Nature eBook |
| 776 08 - ADDITIONAL PHYSICAL FORM ENTRY | |
| Relationship information | Printed edition: |
| International Standard Book Number | 9783031370960 |
| 776 08 - ADDITIONAL PHYSICAL FORM ENTRY | |
| Relationship information | Printed edition: |
| International Standard Book Number | 9783031370984 |
| 776 08 - ADDITIONAL PHYSICAL FORM ENTRY | |
| Relationship information | Printed edition: |
| International Standard Book Number | 9783031370991 |
| 856 40 - ELECTRONIC LOCATION AND ACCESS | |
| Uniform Resource Identifier | <a href="https://doi.org/10.1007/978-3-031-37097-7">https://doi.org/10.1007/978-3-031-37097-7</a> |
| 912 ## - | |
| -- | ZDB-2-BUM |
| 912 ## - | |
| -- | ZDB-2-SXBM |
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