Toward a Theory of IT-Enabled Customer Service Systems [chapter]

Tsz-Wai Lui, Gabriele Piccoli
Handbook of Research on Contemporary Theoretical Models in Information Systems  
As the use of customer service as a tool to create customer value and differentiation continues to increase, the set of customer services that surround the product rather than the product alone will increasingly become a source of competitive advantage and one of the most critical core business processes. However, there is a lack of a strong conceptual foundation for a service economy and a lack of theoretical guidance for optimal customer service systems design. In this chapter, the authors
more » ... iew past research around information systems facilitating customer services and identify the technical and social attributes of IT-enabled customer service systems, as well as the functionalities of customer service systems enabled by these attributes. Moreover, given the key role of customers as co-producers of the customer service experience, the authors address the role of customers' characteristics in IT-enabled customer service systems. Finally, they identify existing research gaps and call for future research in these areas.
doi:10.4018/9781605666594.ch021 fatcat:hitbozko4jhcvggvwn4p5kf2x4