Changing Contexts of Customer Service in the Social Media Era: Challenges and Opportunities for Indian e-tail Industry
DOI:
https://doi.org/10.12725/ujbm.45.1Keywords:
Customer engagement, social media, e-tailingAbstract
The research aims to analyse the impact of social media on customer service provided by the E-tailing companies in India. The analysis depicted that antecedent variables of customer service such as personal greetings, idea generation, loyalty benefits, and feedback mechanisms have a positive impact but they fail to create an impression on the consequence variables such as loyalty development, time efficiency, and knowledge creation. Researchers conclude that the lack of clarity in media vehicles communication, proliferation of e-tailing, and their rivalry create issues among the consumers of E-tail companies.
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3. Carroll, B. (2011). The hidden power of your customers: 4 keys to growing your business through existing customers. John Wiley & Sons.
4. Charlesworth, A. (2014). An introduction to social media marketing. Routledge.
5. Collier, M. (2010). The ultimate online customer service guide: how to connect with your customers to sell more! John Wiley & Sons.
6. Finger, L., & Dutta, S. (2014). Ask, measure, learn: using social media analytics to understand and influence customer behavior. O'Reilly Media, Inc. Ushus-Journal of Business Management, Vol. 17, No.4 ISSN 0975-3311 10
7. Flitter, J., & Flitter, J. (2009). Customer Service vs Social CRM? Social Media Today. Retrieved on 5 November 2017 from https://www.socialmediatoday.com/content/customer-service-vs-social-crm
8. Fresh Sparks. (2017). 6 Key Elements of Using Social Media for Customer Service. Retrieved on 6 November 2017 from http://freshsparks.com/using-social-media-for-customer-service/
9. Forbes Welcome. (2017). Forbes.com. Retrieved 6 November 2017, from https://www.forbes.com/sites/shephyken/2017/04/22/social-customer-care-is-the-new-marketing/#7f321148196c
10. Gibson, P. (2013). The world of customer service. Cengage Learning.
11. Hayes, J., & Dredge, F. (1998). Managing customer service. Gower Publishing, Ltd..
12. Hill-Wilson, M., & Blunt, C. (2013). Delivering effective social customer service: How to redefine the way you manage customer experience and your corporate reputation. John Wiley & Sons.
13. Hootsuite. (2017). Social Media Management. A Beginner’s Guide to Social Media Customer Support. Retrieved 6 November 2017 from https://blog.hootsuite.com/beginners-guide-to-social-customer-support/
14. Kelly, N. (2012). How to measure social media: A step-by-step guide to developing and assessing social media ROI. Que Publishing.
15. Knapp, D. (2014). A guide to customer service skills for the service desk professional. Nelson Education.
16. Zendesk. (2017). Providing great customer service through social media. Retrieved 5 on November 2017 from https://www.zendesk.com/resources/customer-service-through-social-media/
17. Salesforce.com. (2017). Retrieved 5 November 2017 from https://www.salesforce.com/eu/learning-centre/crm/social-crm/
18. Service, H. (2017). How to use social media for customer service. Business News Daily. Retrieved 6 November 2017, from Kulkarni and Inamdar Are General Insurance Companies Efficient in their Performance? 11
19. http://www.businessnewsdaily.com/5917-social-media-customer-service.html
20. Shankman, P. (2010). Customer service: new rules for a social-enabled world. Pearson Education.
21. Shepley, J. (2017). How social CRM improves the customer service lifecycle. Retrieved 5 November 2017, from https://www.cmswire.com/cms/web-engagement/how-social-crm-improves-the-customer-service-lifecycle-008911.php
22. Smart Insights. (2017). 15 examples of social media customer service - Smart Insights. Retrieved 6 November 2017 from https://www.smartinsights.com/customer-relationship-management/customer-service-and-support/15-examples-of-social-media-customer-service/
23. The Buffer Blog. (2015). 14 amazing social media customer service examples (And What You Can Learn From Them). Retrieved 6 November 2017 from https://blog.bufferapp.com/social-media-customer-service
24. Solomon, M. (2012). High-tech, high-touch customer service: inspire timeless loyalty in the demanding new world of social commerce. AMACOM Div American Mgmt Assn.
25. Turner, J., & Shah, R. (2014). How to make money with social media: an insider's guide to using new and emerging media to grow your business. Pearson Education.
26. Wollan, R., Smith, N., & Zhou, C. (2010). The social media management handbook: Everything you need to know to get social media working in your business. John Wiley & Sons.
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Published
2018-10-01
How to Cite
Kulkarni, P., & Inamdar, A. (2018). Changing Contexts of Customer Service in the Social Media Era: Challenges and Opportunities for Indian e-tail Industry. Ushus Journal of Business Management, 17(4), 1-13. https://doi.org/10.12725/ujbm.45.1
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Copyright (c) 2019 Prasad Kulkarni, Ajay Inamdar
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
