Publication
Operational criteria for the design of front-office processes in multi-channel service delivery systems
| dc.contributor.author | Sousa, Rui | |
| dc.contributor.author | Amorim, Marlene | |
| dc.date.accessioned | 2013-10-02T11:49:51Z | |
| dc.date.available | 2013-10-02T11:49:51Z | |
| dc.date.issued | 2010 | |
| dc.description.abstract | This paper identifies relevant operational factors that affect the design of front-office processes in Multi-Channel Service Delivery Systems. Based on two in-depth case studies in banking and telecommunications, we distinguish four operational factors: i) characteristics of the inputs and outputs of the service activities; ii) characteristics of the transformation taking place; iii) the expected utilization; iv) the economics of developing the activities in the channels. Building on these results, we propose a stepwise approach for addressing the design of front-office models for MC services. | por |
| dc.description.version | info:eu-repo/semantics/publishedVersion | |
| dc.identifier.citation | SOUSA, Rui ; AMORIM, Marlene - Operational Criteria for the Design of Front-Office Processes in Multi-Channel Service Delivery Systems. In International Annual EurOMA Conference, 17th, Porto, Portugal, 6-9 June 2010. Proceedings of the 17th European Operations Management Association International Conference. Porto : Faculdade de Economia e Gestão da Universidade Católica Portuguesa. ISBN 978-972-99847-3-0. (electronic proceedings) | por |
| dc.identifier.isbn | 9789729984730 | |
| dc.identifier.uri | http://hdl.handle.net/10400.14/12843 | |
| dc.language.iso | eng | por |
| dc.publisher | Universidade Católica Portuguesa | |
| dc.subject | Service operations | por |
| dc.subject | Service design | por |
| dc.subject | Multi-channel services | por |
| dc.title | Operational criteria for the design of front-office processes in multi-channel service delivery systems | por |
| dc.type | conference object | |
| dspace.entity.type | Publication | |
| oaire.citation.conferencePlace | Porto, Portugal | |
| oaire.citation.title | International Annual EurOMA Conference | |
| person.familyName | Sousa | |
| person.familyName | Amorim | |
| person.givenName | Rui | |
| person.givenName | Marlene | |
| person.identifier.ciencia-id | 3F15-2286-9C55 | |
| person.identifier.ciencia-id | CA19-8758-7772 | |
| person.identifier.orcid | 0000-0002-0049-1896 | |
| person.identifier.orcid | 0000-0002-0901-0614 | |
| person.identifier.rid | M-4605-2013 | |
| person.identifier.scopus-author-id | 7102960038 | |
| rcaap.rights | openAccess | por |
| rcaap.type | conferenceObject | por |
| relation.isAuthorOfPublication | c4e9fe74-771a-42e9-8925-c217abcdee1f | |
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| relation.isAuthorOfPublication.latestForDiscovery | c4e9fe74-771a-42e9-8925-c217abcdee1f |