Redefining the Customer Service Relationship Through Blockchain

ABSTRACT

Blockchain is an emerging technology that may fundamentally alter the way in which customers and companies interact. However, there is still uncertainty toward use cases in the distinct aspects of customer service. In this research, we draw on the Customer Service Life Cycle framework to conceptually understand how blockchain technology can reshape the various stages of the customer service relationship. We perform a multiple-case-study analysis on blockchain functionalities and challenges to abstract how blockchain technologies can enhance the customer service relationship. The findings highlight benefits and challenges of blockchain technologies during the requirements, acquisition, ownership, and retirement stages across industries.

KEYWORDS AND PHRASES:

• Blockchain
• Customer Service Life Cycle
• customer service
• service relationship
• use cases

Acknowledgement

Marten Risius is the recipient of an Australian Research Council Australian Discovery Early Career Award (project number DE220101597) funded by the Australian Government.

Disclosure statement

No potential conflict of interest was reported by the author(s).

Notes

^1. Source: Dizon, A. (2018) “120 Helpful Customer Service Quotes from the Pros,” FitSmallBusiness, available at https://fitsmallbusiness.com/customer-service-quotes.

Additional information

Funding

This work was supported by the Australian Research Council [DE220101597].

Notes on contributors

Aaron M. French

Aaron M. French, Ph.D. ([email protected]; corresponding author) is an assistant professor of information systems at Kennesaw State University. He received his Ph.D. from Mississippi State University. His research interests include blockchain, artificial intelligence, Internet of Things, social networking, and cross-cultural studies. Dr. French’s work has been published in the European Journal of Information Systems, Information Systems Journal, Journal of Information Technology, Decision Support Systems, Information and Management, Behaviour & Information Technology, Journal of Computer Information Systems, and Communications of the Association for Information Systems.

Marten Risius

Marten Risius ([email protected]) is a senior lecturer in information systems at the University of Queensland in Brisbane, Australia. His research interests address managerial and societal issues of social media and blockchain technologies. His papers have been published in such journals as Strategic Management Journal, Journal of Strategic Information Systems, Journal of Information Technology, Information and Management, and MIS Quarterly Executive. Dr. Risius has been internationally recognized with various academic and industry awards. His work is funded with approximately $1.4 million by various public organizations and has been featured in public media, such as The Boston Globe.