Customer Service Strategy is a managerial framework within the domain of customer experience strategy that specifies the systematic approach organizations adopt to deliver consistent, high-quality service interactions across touchpoints, distinguishing it from related constructs by its focus on operational processes, employee competencies, and service delivery mechanisms designed to enhance customer satisfaction and loyalty.
1.2K
Publications
89.5K
Citations
2.3K
Authors
1K
Institutions
Publications per year
2017–2026
271
Parents
Publications
1.2K
Services Marketing: Integrating Customer Focus Across the Firm
Managing Service Quality · 2004 · 1.8K citations
1–5 of 1.2K
Authors
2.3K
- AP
7
h-index
- GP
6
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- MJ
6
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- DM
5
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- CA
5
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1–5 of 2.3K
Institutions
1K
Michigan State University
East Lansing, United States
15 h-index
30 publications
5.3K citations
Cornell University
Ithaca, United States
14 h-index
20 publications
2.2K citations
Arizona State University
Tempe, United States
10 h-index
9 publications
11.3K citations
University of Maryland, College Park
College Park, United States
10 h-index
18 publications
2.3K citations
Griffith University
Brisbane, Australia
9 h-index
13 publications
583 citations
University of Houston
Houston, United States
8 h-index
13 publications
1.6K citations
Virginia Tech
Blacksburg, United States
8 h-index
10 publications
1.1K citations
Imperial College London
London, United Kingdom
8 h-index
9 publications
843 citations
1–8 of 1K
Venues
- International Journal of Physical Distribution & Logistics Management
25 publications · 2.1K citations
22
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- Managing Service Quality
MSQ · 25 publications · 2.7K citations
17
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- Journal of Services Marketing
17 publications · 1.8K citations
16
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- European Journal of Marketing
EJM · 16 publications · 1.1K citations
15
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- Choice Reviews Online
CRO · 17 publications · 1K citations
14
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1–5