Concepedia

Customer Support Management

Customer Support Management is a service management framework that systematically organizes, coordinates, and optimizes the delivery of assistance and problem-resolution services to customers, distinguishing itself through its focus on structured processes, performance metrics, and customer experience enhancement within the broader domain of service operations.

167

Publications

7K

Citations

362

Authors

196

Institutions

Publications per year

2017–2026

52

Parents

Publications

167

Interactions in virtual customer environments: Implications for product support and customer relationship management

Satish Nambisan, Robert A. Baron · Journal of Interactive Marketing · 2007 · 678 citations

, , +15

Managing Customer Support Knowledge

Thomas H. Davenport, Philip Klahr · California Management Review · 1998 · 418 citations

, , +13

Customer Experience in Fintech

Cătălin Mihail Barbu, Dorian Laurențiu Florea, Dan‐Cristian Dabija et al. · Journal of theoretical and applied electronic commerce research · 2021 · 249 citations · Full text

, , +16

Customer support and new product development ‐ An exploratory study

Keith Goffin, Colin New · International Journal of Operations & Production Management · 2001 · 194 citations

, , +11

Evolving the online customer experience … is there a role for online customer support?

Graeme McLean, Alan Wilson · Computers in Human Behavior · 2016 · 180 citations

, , +14

1–5 of 167

Authors

362

  1. JN
    Jagdish N. Sheth

    Emory University, United States

    3 publications · 167 citations

    4

    h-index

  2. MJ
    Marko Jäntti

    University of Eastern Finland, Finland

    3 publications · 48 citations

    3

    h-index

  3. SE
    Sabit Ekin

    Oklahoma State University, United States

    3 publications · 258 citations

    3

    h-index

  4. VJ
    Varsha Jain

    Mudra Institute of Communications Ahmedabad, India

    2 publications · 126 citations

    3

    h-index

  5. AA
    Anupama Ambika

    Mudra Institute of Communications Ahmedabad, India

    2 publications · 126 citations

    3

    h-index

1–5 of 362

Institutions

196

  1. Emory University

    Atlanta, United States

    4 h-index

    3 publications

    167 citations

  2. University of California, Berkeley

    Berkeley, United States

    3 h-index

    5 publications

    164 citations

  3. Mitchell Institute

    Portland, United States

    3 h-index

    3 publications

    258 citations

  4. Texas A&M University

    College Station, United States

    3 h-index

    3 publications

    258 citations

  5. Mudra Institute of Communications Ahmedabad

    Ahmedabad, India

    3 h-index

    3 publications

    181 citations

  6. University of Wisconsin–Madison

    Madison, United States

    2 h-index

    3 publications

    141 citations

  7. Cranfield University

    Cranfield, United Kingdom

    2 h-index

    3 publications

    501 citations

  8. University of Minnesota

    Minneapolis, United States

    2 h-index

    3 publications

    67 citations

1–8 of 196

Venues

  1. Journal of the Association for Information Systems

    JAIS · 3 publications · 59 citations

    3

    h-index

  2. European Journal of Marketing

    EJM · 2 publications · 76 citations

    3

    h-index

  3. AI Magazine

    3 publications · 42 citations

    3

    h-index

  4. MIS Quarterly

    2 publications · 185 citations

    3

    h-index

  5. International Journal of Bank Marketing

    3 publications · 106 citations

    3

    h-index

1–5