IDEAS home Printed from https://ideas.repec.org/a/igg/rmj000/v35y2022i1p1-19.html
   My bibliography  Save this article

Disconnect to Connect to Different Age Group Customers

Author

Listed:
  • Divya Mittal

    (IBS Hyderabad, a Constituent of IFHE (Deemed), India)

  • Shiv Ratan Agrawal

    (IBS Hyderabad, a Constituent of IFHE (Deemed), India)

Abstract

The present study aimed to identify the inabilities of service firms to connect to different age group customers whilst the era of smart technologies. Despite various service innovations customer services seem to be worsening across the world. It is imperative to understand different age group customers' experiences while using smart technologies to address current customer strategies and practices in the service sector. The study adopted the CIT method to collect participants’ experiences who were using smart technologies in various service settings. The study indicates that how staff and top management personnel of service firms are using smart technologies as a shield to avoid human contact with their customers presently. Additionally, the study highlights the relevance of people, empathy, and interactive marketing practices for improving services even in the era of smart technologies. It means that service firms should connect more and more customers through various smart technologies but get themselves disconnected from these technologies to keep a direct human interaction.

Suggested Citation

  • Divya Mittal & Shiv Ratan Agrawal, 2022. "Disconnect to Connect to Different Age Group Customers," Information Resources Management Journal (IRMJ), IGI Global, vol. 35(1), pages 1-19, January.
    • Handle: RePEc:igg:rmj000:v:35:y:2022:i:1:p:1-19
    as

    Download full text from publisher

    File URL: http://services.igi-global.com/resolvedoi/resolve.aspx?doi=10.4018/IRMJ.287901
    Download Restriction: no
    ---><---

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Agrawal, Shiv Ratan & Mittal, Divya, 2022. "Optimizing customer engagement content strategy in retail and E-tail: Available on online product review videos," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:igg:rmj000:v:35:y:2022:i:1:p:1-19. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Journal Editor (email available below). General contact details of provider: https://www.igi-global.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.