Customer use of virtual channels in multichannel services: does type of activity matter?
Many firms have recently adopted virtual channels, based most notably on the Internet and the phone, to complement the delivery of services to their customers by their existing physical facilities. The success of such multichannel (MC) strategies relies on the alignment of service design decisions—n...
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| Outros Autores: | , , |
| Formato: | article |
| Idioma: | eng |
| Publicado em: |
2016
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| Assuntos: | |
| Texto completo: | http://hdl.handle.net/10400.14/21099 |
| País: | Portugal |
| Oai: | oai:repositorio.ucp.pt:10400.14/21099 |