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Orientador(es)
Resumo(s)
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.
Descrição
Palavras-chave
Service design Multichannel services QFD
Contexto Educativo
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)