Customer Service Operations

Customer Service Operations is a strategic operational function within service management that systematically organizes, coordinates, and delivers customer-facing activities to ensure efficient resolution of inquiries, fulfillment of service requests, and enhancement of customer satisfaction within retail and insurance service environments.

248

Publications

18.1K

Citations

488

Authors

270

Institutions

Publications per year

2017–2026

Parents

Insurance OperationsRetail Service Management

Children

Average Handling TimeChatbot Service SystemsCustomer Retention ManagementLoyalty Program ServiceMultichannel Customer Support

Publications

248

Telephone Call Centers: Tutorial, Review, and Research Prospects

Noah Gans, Ger Koole, Avishai Mandelbaum · Manufacturing & Service Operations Management · 2003 · 1.4K citations · Full text

Management, Operations Management, Performance Management +17

Engaged to a Robot? The Role of AI in Service

Ming‐Hui Huang, Roland T. Rust · Journal of Service Research · 2020 · 1K citations · Full text

Management, Computer Science, Leadership +17

Information Technology and the Performance of the Customer Service Process: A Resource-Based Analysis1

Barney · MIS Quarterly · 2005 · 1K citations

Business, Information Systems, Information Technology +17

Where does the customer fit in a service operation?

Chase Rb · PubMed · 1979 · 844 citations

Business, Operations Management, Customer Relationship Management +15

Service strategies within the manufacturing sector: benefits, costs and partnership

Valérie Mathieu · International Journal of Service Industry Management · 2001 · 607 citations

Business, Strategic Management, Strategy +13

1–5 of 248

Authors

488

DE
David E. Bowen
Arizona State University, United States
5 publications · 1.2K citations
5
h-index
AE
Alexander E. Ellinger
University of Alabama, United States
4 publications · 152 citations
4
h-index
RB
Richard B. Chase
University of Southern California, United States
4 publications · 126 citations
4
h-index
DM
Douglas M. Lambert
The Ohio State University, United States
4 publications · 265 citations
4
h-index
PT
Patrick T. Harker
University of Pennsylvania, United States
4 publications · 256 citations
4
h-index

1–5 of 488

Institutions

270

1–8 of 270

Venues

Managing Service Quality
MSQ · 9 publications · 254 citations
9
h-index
Journal of Business Logistics
7 publications · 300 citations
7
h-index
Industrial Marketing Management
7 publications · 217 citations
7
h-index
International Journal of Service Industry Management
6 publications · 1.4K citations
6
h-index
International Journal of Physical Distribution & Logistics Management
6 publications · 377 citations
6
h-index

1–5