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What is Customer Service

Chapter 13
Leveraging AI and Emotional Intelligence in Contemporary Business Organizations
Customer service is the support you offer your customers — both before and after they buy and use your products or services — that helps them have an easy, enjoyable experience with your brand.
Published in Chapter:
Artificial Intelligence for Innovative Customer Services in the Hospitality Industry of India
Lakhvinder Singh (Government College, Kaithal, India) and Dinesh Dhankhar (Kurukshetra University, India)
Copyright: © 2024 |Pages: 21
DOI: 10.4018/979-8-3693-1902-4.ch013
Abstract
Artificial intelligence (AI) is a new technology that has been applied in tourism and hospitality businesses to enhance customer experiences. In hospitality industry, there have been researches about AI applications, yet it is not widely applied in hotels in Indian aspect. Therefore, the purpose of this chapter is to identify the customer experience from use of AI in hotels in India. The research methodology used in the study was quantitative research with field survey. The target respondents were contacted in national capital region (NCR) of India for data collection. The survey results came out quite surprising with differing opinions of respondents. Most respondents agreed that applying AI is a modern trend to follow. Some of the important points to respondents were always-on service, fast access to service and cleanliness. Many respondents would prefer to interact with employees more than AI machines. Due to the wide knowledge of AI and limitation of the research, further research should be done to gain better perspectives on AI approaches in hotels.
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Chapter 519
Social Customer Relationship Management
The provision of service to customers before, during, and after a purchase or service.
Published in Chapter: Social Customer Relationship Management; From: Encyclopedia of Information Science and Technology, Third Edition
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Chapter 3
Factors Creating Competitive Advantage for Family-Owned Business
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Chapter 4
Enterprise Risk Management in Non-Profit Organization
Ensures customer complaints are handled promptly and root causes are reported to operations for resolution.
Published in Chapter: Enterprise Risk Management in Non-Profit Organization; From: Handbook of Research on Managerial Solutions in Non-Profit Organizations
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Chapter 4
Bridging Cultural Dimensions and Corporate Social Responsibility Communication
Customer service refers to all types of interaction between consumers and product providers during the process of buying, before the sale and afterward. It is considered essential to add value to products and to build durable relationships.
Published in Chapter: Bridging Cultural Dimensions and Corporate Social Responsibility Communication; From: Linking Cultural Dimensions and CSR Communication: Emerging Research and Opportunities
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Chapter 2
Chatbot for Online Customer Service: Customer Engagement in the Era of Artificial Intelligence
It connects and links both customers and companies in various customer touchpoints to develop customer relationship.
Published in Chapter: Chatbot for Online Customer Service: Customer Engagement in the Era of Artificial Intelligence; From: Impact of Globalization and Advanced Technologies on Online Business Models
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Chapter 10
The Role of the Service Encounter as a Means of Reversing Further High Street Retail Decline
The advice given by a businesses personnel to customers about their products and/or services.
Published in Chapter: The Role of the Service Encounter as a Means of Reversing Further High Street Retail Decline; From: Handbook of Research on Retailing Techniques for Optimal Consumer Engagement and Experiences
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Chapter 21
Toward a Theory of IT-Enabled Customer Service Systems
A change in the condition of a person, or a good belonging to some economic entity, brought about as a result of the activity of some other economic entity with the approval of the first person or economic entity.
Published in Chapter: Toward a Theory of IT-Enabled Customer Service Systems; From: Handbook of Research on Contemporary Theoretical Models in Information Systems
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Chapter 5
Mastering Customer Service, Customer Experience, and Customer Orientation in the Hospitality and Tourism Industry
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Chapter 147
Micro-Blog and E-Commerce Strategy: Investigating the Linkages
The provision of service to customers before, during and after a purchase.
Published in Chapter: Micro-Blog and E-Commerce Strategy: Investigating the Linkages; From: Encyclopedia of E-Commerce Development, Implementation, and Management
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Chapter 3
Knowledge Transfer Conditioning by the Communication Processes in the IT/IS Area
The provision of service to customers before, during and after a purchase. The perception of success of such interactions is dependent on employees’ receptiveness. Customer service concerns the priority an organization assigns to the customer relative to components such as product innovation and pricing. In this sense, an organization that values customer service may spend more money in training employees than the average organization or may proactively get customers’ feedback. A good customer service experience can change the entire perception a customer holds towards the organization.
Published in Chapter: Knowledge Transfer Conditioning by the Communication Processes in the IT/IS Area; From: The Role of Knowledge Transfer in Open Innovation
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Chapter 15
Promoting Service Quality and Customer Satisfaction in Global Business
All interactions between a customer and a product provider at the time of sale.
Published in Chapter: Promoting Service Quality and Customer Satisfaction in Global Business; From: Handbook of Research on Promotional Strategies and Consumer Influence in the Service Sector
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Chapter 8
Critical Reflections on the Decline of the UK High Street: Exploratory Conceptual Research into the Role of the Service Encounter
The support and/or advice provided by a company and its personnel to customers purchasing or using its products or services.
Published in Chapter: Critical Reflections on the Decline of the UK High Street: Exploratory Conceptual Research into the Role of the Service Encounter; From: Handbook of Research on Retailer-Consumer Relationship Development
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Chapter 4
The Importance of Customer Satisfaction and Customer Loyalty in the Service Sector
The interactions between a customer and a product provider at the time of sale, and thereafter.
Published in Chapter: The Importance of Customer Satisfaction and Customer Loyalty in the Service Sector; From: Handbook of Research on Strategic Alliances and Value Co-Creation in the Service Industry
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Chapter 15
Determinants of Customers' Perceived Value in the Fast Food Industry for Global Brands in Malaysia
The assistance and support of service providers to customers who buy or use their products or services.
Published in Chapter: Determinants of Customers' Perceived Value in the Fast Food Industry for Global Brands in Malaysia; From: Dynamic Perspectives on Globalization and Sustainable Business in Asia
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Chapter 6
Encouraging Supply Chain Networks and Customer Loyalty in Global Supply Chain
All interactions between a customer and a product provider at the time of sale, and thereafter.
Published in Chapter: Encouraging Supply Chain Networks and Customer Loyalty in Global Supply Chain; From: Handbook of Research on Strategic Supply Chain Management in the Retail Industry
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Chapter 9
Customer Service Bots: Enhancing Support and Personalization
Customer Service involves providing assistance, support, and solutions to customers before, during, or after their interactions with a product, service, or organization.
Published in Chapter: Customer Service Bots: Enhancing Support and Personalization; From: Design and Development of Emerging Chatbot Technology
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