A Framework for the Design of Multi-Channel Services
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 c...
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| Format: | conferenceObject |
| Language: | eng |
| Published: |
2013
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| Online Access: | http://hdl.handle.net/10400.14/12850 |
| Country: | Portugal |
| Oai: | oai:repositorio.ucp.pt:10400.14/12850 |
| Summary: | 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. |
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