05173nam a22005295i 4500 978-3-031-37097-7 DE-He213 20251030110903.0 cr nn 008mamaa 231230s2024 sz | s |||| 0|eng d 9783031370977 978-3-031-37097-7 10.1007/978-3-031-37097-7 doi HF5415.5-5415.53 KJSU bicssc BUS018000 bisacsh KJSU thema Customer Centric Support Services in the Digital Age [electronic resource] : The Next Frontier of Competitive Advantage / edited by Jagdish N. Sheth, Varsha Jain, Emmanuel Mogaji, Anupama Ambika. 1st ed. 2024. Cham : Springer International Publishing : Imprint: Palgrave Macmillan, 2024. XXIII, 294 p. 23 illus. online resource. text txt rdacontent computer c rdamedia online resource cr rdacarrier text file PDF rda 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. 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. Customer relations Management. 68690 Marketing. 521 Customer Relationship Management. 68691 Marketing. 521 Sheth, Jagdish N. editor. edt http://id.loc.gov/vocabulary/relators/edt 61257 Jain, Varsha. editor. edt http://id.loc.gov/vocabulary/relators/edt 68692 Mogaji, Emmanuel. editor. (orcid)0000-0003-0544-4842 https://orcid.org/0000-0003-0544-4842 edt http://id.loc.gov/vocabulary/relators/edt 60784 Ambika, Anupama. editor. edt http://id.loc.gov/vocabulary/relators/edt 68693 SpringerLink (Online service) Springer Nature eBook Printed edition: 9783031370960 Printed edition: 9783031370984 Printed edition: 9783031370991 https://doi.org/10.1007/978-3-031-37097-7 ZDB-2-BUM ZDB-2-SXBM 56943 56943