Service industry alchemy: A symphony of digital innovations in customer engagement

Title

Service industry alchemy: A symphony of digital innovations in customer engagement

Creator

Bhagat S.; Rai R.; Lakshmypriya K.; Kumar S.

Description

The emergence of digitization, automation, and artificial intelligence has transformed service delivery, allowing businesses to increase productivity, tailor client experiences, and provide cutting-edge solutions. The delivery, use, and accessibility of services are changing in various service sectors due to innovations. Among them, healthcare, education, and finance have received considerable attention in recent years. To synthesize prior research on innovations in the service industry, the chapter attempts a thematic, sentiment, and bibliometric analysis of the research domain. For the analysis, data was extracted from the Scopus database and was filtered by application of inclusion-exclusion, with the use of NVivo and Bibliometric software VOS viewer. Most productive and influential articles, authors, journals, and affiliations were recognized. Thematic mapping and trend analysis revealed past and present research subdomains that were used for the prediction of future research agendas. 2024, IGI Global. All rights reserved.

Source

Future of Customer Engagement Through Marketing Intelligence, pp. 161-183.

Date

2024-01-01

Publisher

IGI Global

Coverage

Bhagat S., Christ University, India; Rai R., Christ University, India; Lakshmypriya K., Christ University, India; Kumar S., Christ University, India

Rights

Restricted Access

Relation

ISBN: 979-836932368-7; 979-836932367-0

Format

Online

Language

English

Type

Book chapter

Identifier

https://doi.org/10.4018/979-8-3693-2367-0.ch008

https://www.scopus.com/inward/record.uri?eid=2-s2.0-85196250360&doi=10.4018%2f979-8-3693-2367-0.ch008&partnerID=40&md5=2639f0839217668a234192b4543e3f3e