Business, Management and Accounting
8 years ago

Revolutionizing Customer Service Systems for Competitive Advantage in Business

IGI Global eBooks
Toward a Theory of IT-Enabled Customer Service Systems
Tsz-Wai Lui, Gabriele Piccoli

Paper Summary

Customer service is becoming more important for businesses to stand out. This article looks at how technology can help improve customer service systems. The authors review past research and identify the key technical and social aspects of IT-enabled customer service systems. They also discuss how customers play a role in shaping the service experience. The research highlights areas where more study is needed for better customer service systems.

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