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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 authorsdoi:10.4018/9781605666594.ch021 fatcat:hitbozko4jhcvggvwn4p5kf2x4