Multi-channel deployment: a methodology for the design of multi-channel service processes
This 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...
| Autor principal: | |
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| Outros Autores: | , , |
| Formato: | article |
| Idioma: | eng |
| Publicado em: |
2016
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| Assuntos: | |
| Texto completo: | http://hdl.handle.net/10400.14/21045 |
| País: | Portugal |
| Oai: | oai:repositorio.ucp.pt:10400.14/21045 |