Towards a circumplex typology of customer service experience management practices

Detalhes bibliográficos
Autor(a) principal: Sahhar, Yasin
Data de Publicação: 2021
Outros Autores: Loohuis, Raymond, Henseler, Jörg
Tipo de documento: Artigo
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/10362/111517
Resumo: Sahhar, Y., Loohuis, R., & Henseler, J. (2021). Towards a circumplex typology of customer service experience management practices: a dyadic perspective. Journal of Service Theory and Practice, 31(3), 366-395. https://doi.org/10.1108/JSTP-06-2020-0118
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spelling Towards a circumplex typology of customer service experience management practicesa dyadic perspectiveB2B knowledge-intensive servicesCritical eventsCustomer journeyCustomer service experience managementDyadic perspectiveEthnographic studyStrategy and ManagementSahhar, Y., Loohuis, R., & Henseler, J. (2021). Towards a circumplex typology of customer service experience management practices: a dyadic perspective. Journal of Service Theory and Practice, 31(3), 366-395. https://doi.org/10.1108/JSTP-06-2020-0118Purpose: The purpose of this study is to identify the practices used by service providers to manage the customer service experience (CSE) across multiple phases of the customer journey in a business-to-business (B2B) setting. Design/methodology/approach: This study comprises an ethnography that investigates in real time, from a dyadic perspective, and the CSE management practices at two service providers operating in knowledge-intensive service industries over a period of eight months. Analytically, the study concentrates on critical events that occurred in phases of the customer journey that in some way alter CSE, thus making it necessary for service providers to act to keep their customers satisfied. Findings: The study uncovers four types of service provider practices that vary based on the mode of organization (ad hoc or regular) and the mode of engagement (reactive or proactive) and based on whether they restore or bolster CSE, including the recurrence of these practices in the customer journey. These practices are conveniently presented in a circumplex typology of CSE management across five phases in the customer journey. Research limitations/implications: This paper advances the research in CSE management throughout the customer journey in the B2B context by showing that CSE management is dynamic, recurrent and multifaceted in the sense that it requires different modes of organization and engagement, notably during interaction with customers, in different phases of the customer journey. Practical implications: The circumplex typology acts as a tool for service providers, helping them to redesign their CSE management practices in ongoing service and dialogical processes to keep their customers more engaged and satisfied. Originality/value: This paper is the first to infuse a dyadic stance into the ongoing discussion of CSE management practices in B2B, in which studies to date have deployed only provider or customer perspectives. In proposing a microlevel view, the study identifies service providers' CSE management practices in multiple customer journey phases, especially when the situation becomes critical.Information Management Research Center (MagIC) - NOVA Information Management SchoolNOVA Information Management School (NOVA IMS)RUNSahhar, YasinLoohuis, RaymondHenseler, Jörg2021-02-08T23:20:39Z2021-04-202021-04-20T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/article30application/pdfhttp://hdl.handle.net/10362/111517eng2055-6225PURE: 27941737https://doi.org/10.1108/JSTP-06-2020-0118info:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2024-03-11T04:55:17Zoai:run.unl.pt:10362/111517Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T03:41:55.110318Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv Towards a circumplex typology of customer service experience management practices
a dyadic perspective
title Towards a circumplex typology of customer service experience management practices
spellingShingle Towards a circumplex typology of customer service experience management practices
Sahhar, Yasin
B2B knowledge-intensive services
Critical events
Customer journey
Customer service experience management
Dyadic perspective
Ethnographic study
Strategy and Management
title_short Towards a circumplex typology of customer service experience management practices
title_full Towards a circumplex typology of customer service experience management practices
title_fullStr Towards a circumplex typology of customer service experience management practices
title_full_unstemmed Towards a circumplex typology of customer service experience management practices
title_sort Towards a circumplex typology of customer service experience management practices
author Sahhar, Yasin
author_facet Sahhar, Yasin
Loohuis, Raymond
Henseler, Jörg
author_role author
author2 Loohuis, Raymond
Henseler, Jörg
author2_role author
author
dc.contributor.none.fl_str_mv Information Management Research Center (MagIC) - NOVA Information Management School
NOVA Information Management School (NOVA IMS)
RUN
dc.contributor.author.fl_str_mv Sahhar, Yasin
Loohuis, Raymond
Henseler, Jörg
dc.subject.por.fl_str_mv B2B knowledge-intensive services
Critical events
Customer journey
Customer service experience management
Dyadic perspective
Ethnographic study
Strategy and Management
topic B2B knowledge-intensive services
Critical events
Customer journey
Customer service experience management
Dyadic perspective
Ethnographic study
Strategy and Management
description Sahhar, Y., Loohuis, R., & Henseler, J. (2021). Towards a circumplex typology of customer service experience management practices: a dyadic perspective. Journal of Service Theory and Practice, 31(3), 366-395. https://doi.org/10.1108/JSTP-06-2020-0118
publishDate 2021
dc.date.none.fl_str_mv 2021-02-08T23:20:39Z
2021-04-20
2021-04-20T00:00:00Z
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://hdl.handle.net/10362/111517
url http://hdl.handle.net/10362/111517
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv 2055-6225
PURE: 27941737
https://doi.org/10.1108/JSTP-06-2020-0118
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv 30
application/pdf
dc.source.none.fl_str_mv reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
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instacron:RCAAP
instname_str Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
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repository.name.fl_str_mv Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
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