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The Academy of Management Review Vol. 14, No. 2 (Apr., 1989) , pp. 213-233 (21 pages) Published By: Academy of Management https://doi.org/10.2307/258417 https://www.jstor.org/stable/258417 Read and download Log in through your school or library Alternate access options For independent researchers Read Online Read 100 articles/month free Subscribe to JPASS Unlimited reading + 10 downloads Purchase article $29.00 - Download now and later Read Online (Free) relies on page scans, which are not currently available to screen readers. To access this article, please contact JSTOR User Support. We'll provide a PDF copy for your screen reader.With a personal account, you can read up to 100 articles each month for free. Get StartedAlready have an account? Log in Monthly Plan
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Abstract Customer participation in the operations of service organizations can be a major source of input uncertainty. A framework for analyzing service organizations is presented in which different conditions of input uncertainty are matched with the design of different interdependence patterns which, in turn, are matched to different portfolios of coordination mechanisms. The composition of portfolios draws on both the conventional organizational literature and recent work on control mechanisms at the client/service firm interface. Journal Information The Academy of Management Review, now in its 26th year, is the most cited of management references. AMR ranks as one of the most influential business journals, publishing academically rigorous, conceptual papers that advance the science and practice of management. AMR is a theory development journal for management and organization scholars around the world. AMR publishes novel, insightful and carefully crafted conceptual articles that challenge conventional wisdom concerning all aspects of organizations and their role in society. The journal is open to a variety of perspectives, including those that seek to improve the effectiveness of, as well as those critical of, management and organizations. Each manuscript published in AMR must provide new theoretical insights that can advance our understanding of management and organizations. Most articles include a review of relevant literature as well. AMR is published four times a year with a circulation of 15,000. Publisher Information The Academy of Management (the Academy; AOM) is a leading professional association for scholars dedicated to creating and disseminating knowledge about management and organizations. The Academy's central mission is to enhance the profession of management by advancing the scholarship of management and enriching the professional development of its members. The Academy is also committed to shaping the future of management research and education. Founded in 1936, the Academy of Management is the oldest and largest scholarly management association in the world. Today, the Academy is the professional home for more than 18290 members from 103 nations. Membership in the Academy is open to all individuals who find value in belonging. Rights & Usage This item is part of a JSTOR Collection. What is customer service?Customer service is the support that organizations offer to customers before and after purchasing a product or service. In customer service, the organization's representative values both potential and existing customers equally. Customer service representatives are the main line of contact between an organization and its customers, making CX a critical facet and the main priority of customer service teams. What is customer support?Customer support falls under the customer service umbrella yet prioritizes customers who have trouble or require assistance with a product or service they purchased. Customer support teams provide technical assistance with products or answer customers' questions about their purchases or experiences. The goal of customer support teams is to have customers leave their interactions with answers, solutions and overall positive experiences. Why are customer service and support important?While customer service and support teams interact with customers on an as-needed basis -- using various chat channels such as phone, website chat applications and social media messaging -- those moments of contact are critical to keeping an organization running successfully. If customer service teams provide a positive CX and customer support teams successfully assist customers with questions or problems, then those customers are likely to be happy and do business again with the organization. Satisfied customers may also choose to leave positive reviews or tell friends and family about an organization with good customer service and support, which can bring in more customers to an organization.  How do customer service and customer support differ?While both customer service and support teams focus on the customer, they help customers in different ways. Customer service teams focus on providing the best possible CX before and after a customer purchases a product. They also specialize in customer retention and solve complex issues that frustrate customers. The customer service team is the face of the organization and the frontline when customers require assistance. Customer service agents help customers pay bills, review or make changes to accounts, handle returns and answer frequently asked questions. Customer support teams also interact with customers, but they are part of the larger customer service department to answer product-related questions and troubleshoot problems when necessary. Depending on the industry, support teams provide guidance with electronic equipment, software and apparel, among other products. Customer support agents solve problems related to products customers purchase or use. Types of customer service and supportDepending on the organization's goals and offerings, it may employ different types of customer service and support. Different types of customer service include the following:
Different types of customer support include the following:
Key customer service and support skillsCustomer service and customer support teams require the same skills, whether they work in a call center or contact center, face-to-face with customers on the floor or as live chat agents. Those skills are the following:
Customer service and support tools and technologiesCustomer service and support teams incorporate various tools to operate efficiently. Call management system. Teams use these systems to log incoming phone calls and route them through a network to the proper person or department. Contact center. Teams manage all customer interactions through the contact center, which offers omnichannel support, including email, voice, chat, chatbots and websites. Internet-based customer service suite. Also known as e-service suites, vendors design these platforms specifically for customer self-service. Field service and dispatch system. This system is an essential part of customer service and support. These systems enable customer service and support teams to contact technicians and send them to service a product when needed. While customers primarily use email and phone systems to contact customer service and support agents, those methods are not always the most efficient. Customers who pick up the phone can benefit from live chat with an agent; however, both channels are subject to business hours. To increase customer satisfaction and minimize costs, many organizations use customer-based service applications such as web self-service, which enable customers to contact organizations outside of normal business hours and without human assistance. Some examples of web self-service transactions include the following:
Chatbots are also gaining in popularity for customer service and support teams. Like web self-service, customers can use chatbots -- over the phone, website chat apps and social media messaging apps -- outside normal business hours. Instead of clicking on links on a webpage, chatbots can answer verbal and written questions. Organizations that use chatbots typically train them on frequently asked questions and tasks, and program them to their specific industries.
How have customer service and customer support evolved?Customer service and customer support have transformed over the years. In the past, organizations didn't prioritize CX or the customer journey in customer interactions. The main interactions were simply business transactions: The customer goes to a store, purchases a product, then leaves and returns home. If customers required assistance, they had to return to the store during its normal hours of operation, despite any inconvenience to them. Organizations prioritized their conveniences over customer convenience, providing only one channel for service and a specific timeframe for service hours. Over time, organizations realized that positive CX could benefit them as much as or even more than their conveniences, as happy customers could return and become loyal to the brand. So, customer service and support became 24/7 omnichannel initiatives, where customers can call, chat, email or post on social media at any time of day and get in touch with a representative from the organization. In the future, innovative technologies such as AI and machine learning may transform customer service and customer support even further. Some of these advancements are already available in chatbots and other virtual assistants, which help save time for customer service representatives and offer customers more convenient service and support. What refers to the products or services offered by an organization?deliverables. Products or services provided by an organization. human resources. Refers to employees of an organization. internal customers.
What term is used to describe businesses and organizations that are engaged primarily in service delivery?A term used to describe business and organizations that are engaged primarily in service delivery. Service sector is a more accurate term, since many organizations provide some form of service to their customers even though they are primarily engaged in research, development and manufacture of products.
What refers to the relocation of business services by a company or organization from one country to another?Offshoring is the relocation of a business process from one country to another—typically an operational process, such as manufacturing, or supporting processes, such as accounting. Usually this refers to a company business, although state governments may also employ offshoring.
Which term refers to the technique used by organizations to determine how customers perceive the value of services and products received?Customer satisfaction (CSAT) is a measure of how well a company's products, services, and overall customer experience meet customer expectations.
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Refers to organizations and individuals involved in delivering service as a primary product.
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