Publication
A Methodology for the Design of Multichannel Service Processes
| dc.contributor.author | Sousa, Rui | |
| dc.contributor.author | Amorim, Marlene | |
| dc.contributor.author | Pinto, Guida Marques | |
| dc.contributor.author | Magalhães, Ana | |
| dc.date.accessioned | 2013-10-02T11:38:57Z | |
| dc.date.available | 2013-10-02T11:38:57Z | |
| dc.date.issued | 2013 | |
| dc.description.abstract | 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. | por |
| dc.identifier.citation | 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) | por |
| dc.identifier.uri | http://hdl.handle.net/10400.14/12840 | |
| dc.language.iso | eng | por |
| dc.subject | Service design | por |
| dc.subject | Multichannel services | por |
| dc.subject | QFD | por |
| dc.title | A Methodology for the Design of Multichannel Service Processes | por |
| dc.type | conference object | |
| dspace.entity.type | Publication | |
| rcaap.rights | openAccess | por |
| rcaap.type | conferenceObject | por |