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Customer Centric Support Services in the Digital Age
This book explores how customer service can become the singular competitive differentiator for organizations in the digital era. Given the pace of digitization and the rise in customer expectations post-pandemic, organizations must focus on customer-centricity in all functions in the digital age, providing factors, enablers, and processes for customer service and sharing best practices based on research from global experts. The book is a valuable resource for students and researchers keen on understanding the new digital landscape in customer service to develop, maintain, and enhance customer relationships.
Artificial Intelligence in Customer Service
This edited volume elucidates how artificial intelligence (AI) can enable customer service to achieve higher customer engagement, superior user experiences, and increased well-being among customers and employees. As customer expectations dictate 24/7 availability from service departments and market pressures call for lower costs with higher efficiency, businesses have accepted that AI is vital in maintaining customer satisfaction. Yet, firms face tough challenges in choosing the right tool, optimizing integration, and striking the appropriate balance between AI systems and human efforts. In this context, chapters in this book capture the latest advancements in AI-enabled customer service through real-world examples. This volume offers a global perspective on this contemporary issue, covering topics such as the use of AI in enhancing customer well-being, data and technology integration, and customer engagement.
The Palgrave Handbook of Service Management
This handbook provides an innovative, thorough overview of service management. It draws together an impressive, international group of leading scholars who offer a truly global perspective, exploring current literature and laying out guidance for future research. Beginning with defining service as a perspective on value creation, and service management as “a set of organizational competencies for enabling and realizing value creation through service,” it then moves on to follow the evolution of service research. From there, the book is structured into six main themes: perspectives on service management; service strategy; service leadership and transition; service design and innovation; service interaction; quality and operations; and service management and technology. This book is valuable reading for academics, lecturers, and students studying service management, operations management, and service research.
Celebrating the Past and Future of Marketing and Discovery with Social Impact
For the 50th Anniversary of the Academy of Marketing Science, the 2021 AMS Annual Conference and Marketing World Congress celebrates the history of marketing while also exploring its future. This includes research on possible new theory discoveries and findings that could lead to more efficient and impactful responses by marketers to the current multi-faceted global challenge array. The volume proposes that marketers strive to continue to offer value in a socially responsible way to the consumers within. Articles in this volume explore the influence of marketing innovations leveraged by the rising influence of artificial intelligence, virtual reality, mechanamorphics, a proliferation of data...
From Micro to Macro: Dealing with Uncertainties in the Global Marketplace
The focus of the volume is on dealing with uncertainties and challenges within the global marketplace brought by digital technology companies that are leveraging artificial intelligence, machine learning, cloud computing, robotic automation, augmented reality, and other recent advancements. Additionally, these companies operate in the sharing economy and offer collaborative consumption opportunities. Featuring contributions presented at the 2020 Academy of Marketing Science (AMS) Virtual Annual Conference, the enclosed contributions assess the impact of these radical and disruptive innovations on long-standing incumbents and traditional industries, as well as consumer experiences. Founded in...
The Sinister Silence
When ace software engineer Saahil is found battling for his life on a rainy morning, it looks like a case of attempted suicide. However, Saahil's family strongly denies that possibility and calls in ex-super cop-turned-detective Mili Ray to investigate. While doctors are uncertain about Saahil's survival, the police discover the blood-soaked body of Saahil's colleague Farzad. Why are IT engineers being targeted? Is there a link between these ghastly attacks and Saahil's cutting-edge invention – the PA software? Ray and her team – Advocate Gatha and ex-army officer Anubhav – dive into this case, which is turning murkier by the hour. Unaware that a conniving assassin is stalking her, Ray races towards a dangerous trap while murderous attacks continue to haunt the IT world. Who is behind these assaults – a jealous co-worker, an IT kingpin, an estranged friend, or someone else? With the killer on the loose, Ray's credibility is at stake... Set in Mumbai, The Sinister Silence is an edge-of-the-seat thriller that traces detective Mili Ray's journey through a mysterious case that poses new threats every time she inches closer to her goal.
XIV!
Theatre is one of the oldest yet most collaborative art forms in practice. It is a confluence of multiple streams of art. In a social context, theatre has been used as much as a source of entertainment as it has been as a voice of the people throughout its rich history. At the level of an individual, engaging in theatre explores creativity, helps build group dynamics and mines out core strengths forcing one to venture beyond one’s usual comfort zones. It is also currently being brought into the context of education and, in some instances, is being taught alongside regular curricula. Rooted in theatre, therefore, is a strong sense of belonging and dedication, all of which makes the act of crafting a play as enjoyable as the act of watching one. This book contains fourteen short plays of varied theatrical forms, including physical theatre, musical theatre, absurd theatre, etc. The original plays in this collection have been written mostly for young adults and can be performed for a wide range of audience.
The Oxford Handbook of Arts and Cultural Management
"The Oxford Handbook of Arts and Cultural Management surveys contemporary research in arts and cultural management, fulfilling a crucial need for a curated, high quality, first-line resource for scholars by providing a collection of empirical and theoretical chapters from a global perspective. With a focus on rigorous and in-depth contributions by both leading and emerging scholars from international and interdisciplinary backgrounds, the Handbook presents established and cutting-edge research in arts and cultural management and suggests directions for future work"--
The Marine Observer
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