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Customer service (also known as Client Service) is the provision of service to customers before, during and after a purchase. According to Turban et al, 2002, “Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation.” Its importance varies by product, industry and customer. As an example, an expert customer might require less pre-purchase service (i.e., advice) than a novice. In many cases, customer service is more important if the purchase relates to a “service” as opposed to a “product". Customer service may be provided by a person (e.g., sales and service representative), or by automated means called self-service. Examples of self service are Internet sites. Customer service is normally an integral part of a company’s customer value proposition. The quality and level of customer service has decreased in recent years. This can be attributed to a lack of support or understanding at the executive and middle management levels of a corporation.

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