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Customer use of virtual channels in multi-channel services: does type of activity matter?

dc.contributor.authorSousa, Rui
dc.contributor.authorAmorim, Marlene
dc.contributor.authorRabinovich, Elliot
dc.date.accessioned2013-10-02T11:45:31Z
dc.date.available2013-10-02T11:45:31Z
dc.date.issued2012
dc.description.abstractThis paper examines whether customer use of virtual channels varies with the type of service activities (e.g. information search, transactions) they engage in. Based on data from a multichannel bank, we first investigate the impact of customer distance to the nearest branch on the degree of use of virtual channels (internet and phone, aggregated), for different types of activities. Second, when customers do resort to virtual channels to conduct activities, we look at their relative channel preferences (internet vs. phone) for different types of activities. The results inform design decisions about which activities to offer through virtual channels.por
dc.description.versioninfo:eu-repo/semantics/publishedVersion
dc.identifier.citationSOUSA, Rui ; AMORIM, Marlene ; RABINOVICH, Elliot - Customer Use of Virtual Channels in Multi-Channel Services: Does Type of Activity Matter?. In World Production and Operations Management Conference, 5th, Amsterdam, 1-5 July, 2012. Proceedings of the 5th World Production and Operations Management Conference. Amsterdam: EurOMA, 2012. 9p. (electronic proceedings)por
dc.identifier.urihttp://hdl.handle.net/10400.14/12841
dc.language.isoengpor
dc.publisherEurOMA
dc.subjectService operationspor
dc.subjectService designpor
dc.subjectMulti-channel servicespor
dc.titleCustomer use of virtual channels in multi-channel services: does type of activity matter?por
dc.typeconference object
dspace.entity.typePublication
oaire.citation.title5th World Production and Operations Management Conference
person.familyNameSousa
person.familyNameAmorim
person.givenNameRui
person.givenNameMarlene
person.identifier.ciencia-id3F15-2286-9C55
person.identifier.ciencia-idCA19-8758-7772
person.identifier.orcid0000-0002-0049-1896
person.identifier.orcid0000-0002-0901-0614
person.identifier.ridM-4605-2013
person.identifier.scopus-author-id7102960038
rcaap.rightsopenAccesspor
rcaap.typeconferenceObjectpor
relation.isAuthorOfPublicationc4e9fe74-771a-42e9-8925-c217abcdee1f
relation.isAuthorOfPublication8636d225-1c0a-47b2-9e71-d3e07601a4ba
relation.isAuthorOfPublication.latestForDiscoveryc4e9fe74-771a-42e9-8925-c217abcdee1f

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