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On repositioning customer support services: some food for further thought

European journal of marketing, 2020-07, Vol.54 (7), p.1809-1811 [Peer Reviewed Journal]

Emerald Publishing Limited ;Emerald Publishing Limited 2020 ;ISSN: 0309-0566 ;EISSN: 1758-7123 ;DOI: 10.1108/EJM-07-2020-973

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  • Title:
    On repositioning customer support services: some food for further thought
  • Author: Parasuraman, A
  • Subjects: Corporate profits ; Customer services ; Ecosystems
  • Is Part Of: European journal of marketing, 2020-07, Vol.54 (7), p.1809-1811
  • Description: 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: Bradford: Emerald Publishing Limited
  • Language: English
  • Identifier: ISSN: 0309-0566
    EISSN: 1758-7123
    DOI: 10.1108/EJM-07-2020-973
  • Source: ProQuest One Psychology
    ProQuest Central
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