Utilize este identificador para referenciar este registo: http://hdl.handle.net/10400.14/12840
Título: A Methodology for the Design of Multichannel Service Processes
Autor: Sousa, Rui
Amorim, Marlene
Pinto, Guida Marques
Magalhães, Ana
Palavras-chave: Service design
Multichannel services
QFD
Data: 2013
Citação: SOUSA, Rui …[et al.] - A Methodology for the Design of Multichannel Service Processes. In International Annual EurOMA Conference, 20th, Dublin, Ireland, 9-12 June 2013. Proceedings of the 20th European Operations Management Association International Conference. Dublin: EurOMA, 2013. 10p. (electronic proceedings)
Resumo: This paper develops a methodology for the choice of the service channels that support the delivery to customers of the distinct stages of a service process. We build on the principles of Quality Function Deployment (QFD) to develop a stepwise procedure for: i) translating customer requirements into a service concept across distinct service stages; and ii) specifying the channels for customer interaction at each stage. An illustration of the application of the methodology for designing an urban gourmet grocery service is provided.
URI: http://hdl.handle.net/10400.14/12840
Aparece nas colecções:FEG - Artigos em actas / Papers in proceedings

Ficheiros deste registo:
Ficheiro Descrição TamanhoFormato 
Sousa et al 2013 EurOMA.pdf304,36 kBAdobe PDFVer/Abrir


FacebookTwitterDeliciousLinkedInDiggGoogle BookmarksMySpace
Formato BibTex MendeleyEndnote Degois 

Todos os registos no repositório estão protegidos por leis de copyright, com todos os direitos reservados.