Title: E-business enabled customer service management and its performance: evidence from Indian micro, small and medium enterprises

Authors: L. Aravindh Kumaran; J. Hemalatha

Addresses: Loyola Institute of Business Administration (LIBA), Chennai – 600034, Tamil Nadu, India ' Department of Management Studies, B.S. Abdur Rahman Crescent Institute of Science and Technology, Chennai – 600048, Tamil Nadu, India

Abstract: Globalised business environment has led to the adoption of e-business systems by large enterprises (LE) as well as micro, small and medium enterprises (MSMEs) to remain competitive and for business sustainability. E-business enables integration of key supply chain activities to increase efficiency and responsiveness along end-to-end supply network. Customer service management is one of the key components of supply chain management. Efficient and highly responsive customer service management is needed to attract and retain customers. To have a deeper understanding on the same, the study unearthed e-business enabled customer service management decision factors that influence performance of customer service management. Stepwise regression is performed on the data collected from micro, small and medium enterprises in India. The results highlighted that of the eight identified decision factors, four were found to significantly impact performance of customer service management. The study has implications for both entrepreneurs/managers of MSMEs as well as academicians.

Keywords: e-business; customer service management; CSM; supply chain management; SCM; Indian MSME; performance metrics.

DOI: 10.1504/IJBFMI.2023.127700

International Journal of Business Forecasting and Marketing Intelligence, 2023 Vol.8 No.1, pp.1 - 12

Received: 30 May 2022
Accepted: 13 Jun 2022
Published online: 14 Dec 2022 *