Next level customer service: Understanding the benefits of customer-to-customer interactions
ISSN: 0258-0543
Article publication date: 3 August 2020
Issue publication date: 20 August 2020
Abstract
Purpose
Reviews the latest management developments across the globe and pinpoints practical implications from cutting-edge research and case studies.
Design/methodology/approach
This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context.
Findings
Why people buy things is still, despite decades of research and observation, a relatively mysterious phenomenon. Every day hundreds of firms start up and a similar number fail, and all of them have the same hope – that people will spend their money on the things they are providing. And yet those firms that start up, with all of the planning and investment behind them, will still be unsure if that expenditure will happen on their things. Just as those firms that have failed once benefited from that spending before it started to stop.
Practical implications
Provides strategic insights and practical thinking that have influenced some of the world’s leading organizations.
Original/value
The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.
Keywords
Citation
(2020), "Next level customer service: Understanding the benefits of customer-to-customer interactions", Strategic Direction, Vol. 36 No. 9, pp. 23-25. https://doi.org/10.1108/SD-06-2020-0121
Publisher
:Emerald Publishing Limited
Copyright © 2020, Emerald Publishing Limited