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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
Pedagogical Context
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)