Customer-support service in companies has existed for a long time. Today, customer support in companies is differently outlined in comparison to the situation one decade ago; still phone calls or messages over Internet are most common. Customers may phone the companies and ask questions, they...

The literature on how customers make their service-provider choices largely distinguishes between private and business customers, and companies’ offerings have been separated accordingly. This study takes a closer look at the possible differences between these two customer categories. The...