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Customer-Centric Service Ecosystem for Emerging Markets

In: The Palgrave Handbook of Service Management

Author

Listed:
  • Varsha Jain

    (MICA)

  • Anupama Ambika

    (MICA)

  • Jagdish N. Sheth

    (Charles H. Kellstadt, Goizueta Business School of Emory University)

Abstract

Today, customer service is gaining importance as a vital component for competitive advantage. However, companies are grappling with a multitude of challenges in their journey toward superior customer support services. The challenges are more profound in emerging markets due to the heterogeneity, unique socio-economic-political factors, and infrastructural inadequacies. Hence based on the insights from leading industry practitioners, this study intends to develop an emerging market-focused customer-centric service ecosystem (CSE), featuring the factors that influence customer service. The CSE shall enrich this domain’s academic and industry knowledge, encouraging further research and implementation practices.

Suggested Citation

  • Varsha Jain & Anupama Ambika & Jagdish N. Sheth, 2022. "Customer-Centric Service Ecosystem for Emerging Markets," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 393-410, Springer.
    • Handle: RePEc:spr:sprchp:978-3-030-91828-6_21
    DOI: 10.1007/978-3-030-91828-6_21
    as

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