Customer Centric Support Services in the Digital Age : The Next Frontier of Competitive Advantage

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.