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The growing importance of customer-centric support services for improving customer experience

Author

Listed:
  • Sheth, Jagdish N.
  • Jain, Varsha
  • Ambika, Anupama

Abstract

Customer support service is emerging as a vital component of superior customer experiences; nonetheless, it is often considered a post-purchase touchpoint. A dearth of research endeavors focuses on the multifaceted roles of customer support service across customer experience journeys (CEJs). Hence, adopting the tenets of customer journey and customer experience, this study harnesses the mental models of 46 leading industry practitioners through the theories-in-use (TIU) approach while exploring the customer perspectives through two focus group studies. The framework developed from the key insights suggests that customer support should be incorporated into the business strategy, focusing on support needs at every point of the CEJ. The study also identifies key roles of customer support service, such as information and insight, facilitating decision-making, relationship building, value-added upselling, reselling, and cross-selling throughout the journey. This research contributes to developing a support framework aligned to the customer journey to provide a superior support experience.

Suggested Citation

  • Sheth, Jagdish N. & Jain, Varsha & Ambika, Anupama, 2023. "The growing importance of customer-centric support services for improving customer experience," Journal of Business Research, Elsevier, vol. 164(C).
    • Handle: RePEc:eee:jbrese:v:164:y:2023:i:c:s0148296323003016
    DOI: 10.1016/j.jbusres.2023.113943
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    Cited by:

    1. Massimo Pacella & Paride Vasco & Gabriele Papadia & Vincenzo Giliberti, 2024. "An Assessment of Digitalization Techniques in Contact Centers and Their Impact on Agent Performance and Well-Being," Sustainability, MDPI, vol. 16(2), pages 1-20, January.
    2. Shamim, Amjad & Abid, Muhammad Farrukh & Ahmad, Farooq, 2024. "S–O–R based experiential framework for measuring in-store customer satisfaction in non-fuel retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 77(C).

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