Service modularization is gaining increasing attention from scholars and practitioners. However, it must be noted that the essence of service modularization is still not well understood, and its purposefulness of practical application has not yet been well explored. This conceptual paper...

ICT provides opportunities for more convenient, more responsive and highly customized information services to business customers as they contact their providers regarding service issues and contract arrangements. This study looks at how ICT-enabled process innovations achieve customer retention...

This research explores how customer needs dispersion influences a firm's intent to outsource, and, if the firm does decide to outsource, how it can retain the potential cost advantages offered by a third-party supplier. Customer service plays a crucial role for firms to retain customers and spur...

The growing competition in the market, higher customer demands and globalisation forces the business service providers to improve their services much faster. Nowadays, it is not enough to provide good quality it is more important to delight the customers and to deliver more than they expect....

The problem of how to effectively and efficiently increase customer satisfaction in outsourced after-sales services by contracting is discussed in this paper. In this setting, the uniqueness of the problem is that the service provider serves both the principal’s customers and his own with the...

In the rapidly evolving landscape of customer service, integrating AI-powered solutionshas emerged as a game-changer. This study delves into the intricate dynamics of AI-Powered Customer Service and its profound impact on customer loyalty, specifically focusing on the mediating roles played by...