Publicação
A Framework for the Design of Multi-Channel Services
| dc.contributor.author | Sousa, Rui | |
| dc.contributor.author | Amorim, Marlene | |
| dc.date.accessioned | 2013-10-02T12:04:36Z | |
| dc.date.available | 2013-10-02T12:04:36Z | |
| dc.date.issued | 2009 | |
| dc.description.abstract | 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. | por |
| dc.identifier.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) | por |
| dc.identifier.uri | http://hdl.handle.net/10400.14/12850 | |
| dc.language.iso | eng | por |
| dc.subject | Service design | por |
| dc.subject | Multichannel services | por |
| dc.subject | Multichannel service delivery systems | por |
| dc.title | A Framework for the Design of Multi-Channel Services | por |
| dc.type | conference object | |
| dspace.entity.type | Publication | |
| rcaap.rights | openAccess | por |
| rcaap.type | conferenceObject | por |