Is there a role for customer support?
The Internet has become the primarily source for information retrieval. This reliance leads to high digital expectations and quality level of service. Thus, much of the attention of researchers has been on service quality and its impact on behaviour.
Data mining for customer service support
In traditional customer service support of a manufacturing environment, a customer service database usually shows customer service reports, record machine problems and its remedial actions, data on sales, employees, and customers for day-to-day management operations.
Customer experience formation in today’s service landscape
In this paper, we aim to see the relativity between time spent on a utilitarian search and the influence of an optimal customer experience. It helps us understand whether is there is a need for online customer support on business support websites.
Understanding customer experiences in online blog environments
Blogs are influential medium with enormous marketing power. Consumers have another avenue to search information through this new channel. However, the credibility of blogs also forms positive customer experiences that can influence consumers’ purchase intentions and decisions.
Using virtual customer service agents to shape service encounters
A rate reset presents a bank with an Interest Rate Risk in the Banking Book (IRRBB) challenge. When interest rates change, the value of a bank’s assets and liabilities can also change, leading to potential mismatches in cash flows and earnings. In the case of a rate reset, a bank may face the risk of […]