A Methodology for the Design of Multichannel Service Processes

Sousa, Rui; Amorim, Marlene; Pinto, Guida Marques; Magalhães, Ana

http://hdl.handle.net/10400.14/12840

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Abstract(s)

This paper develops a methodology for the choice of the service channels that support the delivery to customers of the distinct stages of a service process. We build on the principles of Quality Function Deployment (QFD) to develop a stepwise procedure for: i) translating customer requirements into a service concept across distinct service stages; and ii) specifying the channels for customer interaction at each stage. An illustration of the application of the methodology for designing an urban gourmet grocery service is provided.

Keywords

Service design Multichannel services QFD

URI

http://hdl.handle.net/10400.14/12840

Citation

SOUSA, Rui …[et al.] - A Methodology for the Design of Multichannel Service Processes. In International Annual EurOMA Conference, 20th, Dublin, Ireland, 9-12 June 2013. Proceedings of the 20th European Operations Management Association International Conference. Dublin: EurOMA, 2013. 10p. (electronic proceedings)