| Name: | Description: | Size: | Format: | |
|---|---|---|---|---|
| 134.7 KB | Adobe PDF |
Authors
Advisor(s)
Abstract(s)
The objective of this paper is to identify the key strategic design decisions which make up a design specification for Multi-Channel Service Delivery Systems (MC SDSs). Our work extends Roth and Menor’s (2003) seminal service design framework, based on a theory-building case study conducted in the context of MC retail banking services. We describe and classify a set of SDS design choices which are specific to MC services, and which provide a framework to assist future research addressing the classification and performance assessment of alternative MC SDS designs.
Description
Keywords
Service design Multichannel services Multichannel service delivery systems
Citation
SOUSA, Rui ; AMORIM, Marlene - A Framework for the Design of Multi-Channel Services. In International Annual EurOMA Conference, 16th, Göteborg, Sweden 14-17 June 2009. Proceedings of the 16th European Operations Management Association International Conference. Göteborg: Chalmers University of Technology, 2009. 10p. (electronic proceedings)