Operational criteria for the design of front-office processes in multi-channel service delivery systems

This paper identifies relevant operational factors that affect the design of front-office processes in Multi-Channel Service Delivery Systems. Based on two in-depth case studies in banking and telecommunications, we distinguish four operational factors: i) characteristics of the inputs and outputs o...

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Bibliographic Details
Main Author: Sousa, Rui (author)
Other Authors: Amorim, Marlene (author)
Format: conferenceObject
Language:eng
Published: 2013
Subjects:
Service operations
Service design
Multi-channel services
Online Access:http://hdl.handle.net/10400.14/12843
Country:Portugal
Oai:oai:repositorio.ucp.pt:10400.14/12843

Internet

http://hdl.handle.net/10400.14/12843

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