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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Detalhes bibliográficos
Autor principal: Sousa, Rui (author)
Outros Autores: Amorim, Marlene (author), Pinto, Guida Marques (author), Magalhães, Ana (author)
Formato: conferenceObject
Idioma:eng
Publicado em: 2013
Assuntos:
Service design
Multichannel services
QFD
Texto completo:http://hdl.handle.net/10400.14/12840
País:Portugal
Oai:oai:repositorio.ucp.pt:10400.14/12840

Texto Completo

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

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