A Methodology for the Design of Multichannel Service Processes

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...

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Bibliographic Details
Main Author: Sousa, Rui (author)
Other Authors: Amorim, Marlene (author), Pinto, Guida Marques (author), Magalhães, Ana (author)
Format: conferenceObject
Language:eng
Published: 2013
Subjects:
Service design
Multichannel services
QFD
Online Access:http://hdl.handle.net/10400.14/12840
Country:Portugal
Oai:oai:repositorio.ucp.pt:10400.14/12840
Description
Summary: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.

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