Utilize este identificador para referenciar este registo: http://hdl.handle.net/10400.14/12850
Título: A Framework for the Design of Multi-Channel Services
Autor: Sousa, Rui
Amorim, Marlene
Palavras-chave: Service design
Multichannel services
Multichannel service delivery systems
Data: 2009
Citação: SOUSA, Rui ; AMORIM, Marlene - A Framework for the Design of Multi-Channel Services. In International Annual EurOMA Conference, 16th, Göteborg, Sweden 14-17 June 2009. Proceedings of the 16th European Operations Management Association International Conference. Göteborg: Chalmers University of Technology, 2009. 10p. (electronic proceedings)
Resumo: The objective of this paper is to identify the key strategic design decisions which make up a design specification for Multi-Channel Service Delivery Systems (MC SDSs). Our work extends Roth and Menor’s (2003) seminal service design framework, based on a theory-building case study conducted in the context of MC retail banking services. We describe and classify a set of SDS design choices which are specific to MC services, and which provide a framework to assist future research addressing the classification and performance assessment of alternative MC SDS designs.
URI: http://hdl.handle.net/10400.14/12850
Aparece nas colecções:FEG - Artigos em actas / Papers in proceedings

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