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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Bibliographic Details
Main Author: Sousa, Rui (author)
Other Authors: Amorim, Marlene (author), Rabinovich, Elliot (author), Sodero, Anníbal C. (author)
Format: article
Language:eng
Published: 2016
Subjects:
Customer behavior
Multichannel services
Service design
Service operations
Online Access:http://hdl.handle.net/10400.14/21099
Country:Portugal
Oai:oai:repositorio.ucp.pt:10400.14/21099

Internet

http://hdl.handle.net/10400.14/21099

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