Publication
Service Delivery Across Multiple Direct Channels: Is More Better?
| dc.contributor.author | Sousa, Rui | |
| dc.contributor.author | Amorim, Marlene | |
| dc.contributor.author | Rabinovich, Elliot | |
| dc.date.accessioned | 2013-10-02T11:48:00Z | |
| dc.date.available | 2013-10-02T11:48:00Z | |
| dc.date.issued | 2011 | |
| dc.description.abstract | Direct channels exhibit different capabilities in delivering services. Phone-based channels, for instance, provide customers with a more personal level of contact with service providers, relative to the level of contact available through Internet-based channels. When relying on phone-based or Internet-based channels, service providers need to decide which interactive activities will be offered in each channel and whether for each activity a single or a multichannel strategy will be adopted. We develop and discuss several hypotheses about the conditions supporting the convergence of customer preferences for one direct channel over another and the implementation of a single-channel strategy. | por |
| dc.identifier.citation | SOUSA, Rui ; AMORIM, Marlene ; RABINOVICH, Elliot - Service Delivery Across Multiple Direct Channels: Is More Better?. In International Annual EurOMA Conference, 18th. Cambridge, United Kingdom, 6-9 July 2011. Proceedings of the 18th European Operations Management Association International Conference. Cambridge: EurOMA, 2011. ISBN 978‐1‐902546‐94‐0. 8p. (electronic proceedings) | por |
| dc.identifier.uri | http://hdl.handle.net/10400.14/12842 | |
| dc.language.iso | eng | por |
| dc.subject | Service operations | por |
| dc.subject | Service design | por |
| dc.subject | Multi-channel services | por |
| dc.title | Service Delivery Across Multiple Direct Channels: Is More Better? | por |
| dc.type | conference object | |
| dspace.entity.type | Publication | |
| rcaap.rights | openAccess | por |
| rcaap.type | conferenceObject | por |