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Multi-channel deployment: a methodology for the design of multi-channel service processes

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dc.contributor.authorSousa, Rui
dc.contributor.authorAmorim, Marlene
dc.contributor.authorPinto, Guida Marques
dc.contributor.authorMagalhães, Ana
dc.date.accessioned2016-12-14T16:28:37Z
dc.date.available2016-12-14T16:28:37Z
dc.date.issued2016
dc.description.abstractThis study develops a methodology for assisting service providers in the choice of the service channels (e.g. physical facilities, the Internet, phone) to employ to support the delivery to customers of the several stages of a service process (from information search to after-sales). We build on the principles of the service concept, service blueprinting and quality function deployment (QFD) to develop a stepwise procedure for: (i) translating customer requirements into a corresponding service concept across distinct service process stages; and (ii) specify the channels that support customer interaction at each stage. Based on the QFD logic, the multi-channel deployment methodology employs a number of matrices that consider the way channel choices fit with the intended service concept, considering both the customer and the provider perspectives, thus aligning ‘the voice of the customer’ with the ‘voice of the provider’.pt_PT
dc.description.versioninfo:eu-repo/semantics/publishedVersionpt_PT
dc.identifier.citationSOUSA, Rui; AMORIM, Marlene; PINTO, Guida Marques; MAGALHÃES, Ana - Multi-channel deployment: a methodology for the design of multi-channel service processes. Production Planning & Control. ISSN 0953-7287. VOL. 27, N.º 4 (2016), p. 312–327pt_PT
dc.identifier.doi10.1080/09537287.2015.1125031
dc.identifier.eid84955724414
dc.identifier.urihttp://hdl.handle.net/10400.14/21045
dc.identifier.wos000374632000006
dc.language.isoengpt_PT
dc.peerreviewedyespt_PT
dc.publisherTaylor & Francis
dc.relationAligning service operations strategies with customer multi-channel behavior
dc.subjectService designpt_PT
dc.subjectMultichannel servicespt_PT
dc.subjectQFDpt_PT
dc.titleMulti-channel deployment: a methodology for the design of multi-channel service processespt_PT
dc.typejournal article
dspace.entity.typePublication
oaire.awardTitleAligning service operations strategies with customer multi-channel behavior
oaire.awardURIinfo:eu-repo/grantAgreement/FCT/3599-PPCDT/PTDC%2FEGE-GES%2F101390%2F2008/PT
oaire.citation.endPage327
oaire.citation.issue4
oaire.citation.startPage312
oaire.citation.titleProduction Planning and Control
oaire.citation.volume27
oaire.fundingStream3599-PPCDT
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
project.funder.identifierhttp://doi.org/10.13039/501100001871
project.funder.nameFundação para a Ciência e a Tecnologia
rcaap.rightsrestrictedAccesspt_PT
rcaap.typearticlept_PT
relation.isAuthorOfPublicationc4e9fe74-771a-42e9-8925-c217abcdee1f
relation.isAuthorOfPublication8636d225-1c0a-47b2-9e71-d3e07601a4ba
relation.isAuthorOfPublication.latestForDiscovery8636d225-1c0a-47b2-9e71-d3e07601a4ba
relation.isProjectOfPublicationc79f209c-ba63-459e-81c4-c00488099350
relation.isProjectOfPublication.latestForDiscoveryc79f209c-ba63-459e-81c4-c00488099350

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