Utilize este identificador para referenciar este registo: http://hdl.handle.net/10400.19/2832
Título: Disclosing Paths for Multi-channel Service Research: A Contemporaneous Phenomenon and Guidelines for Future Investigations
Autor: Reis, João
Amorim, Marlene
Melão, Nuno
Palavras-chave: Service integration
Multi-channel services
Systematic literature review
Data: Jan-2015
Editora: Springer International Publishing
Citação: Reis, J., Amorim, M., & Melão, N. (2015). Disclosing Paths for Multi-channel Service Research: A Contemporaneous Phenomenon and Guidelines for Future Investigations. In Exploring Services Science (pp. 289-300). Springer International Publishing.
Relatório da Série N.º: Lecture Notes in Business Information Processing;
Resumo: The present paper reports on the findings of a systematic literature review on multi-channel services. In doing so, it uses an affinity diagram to show the results of a content analysis regarding the issues addressed by the existing literature in the field. This enables to understand areas of interest in the contemporary subject of research, find gaps in the literature and, lastly, to uncover guidelines for future research. The results suggest that future investigations should focus on the integration of traditional and virtual services, on quality issues and customer behaviour towards the use of multi-channel services. Previous research also suggests that multi-channel services are largely unaddressed, regarding issues as back-office processes, within the scope of operations management. Subsequently, since multi-channel services are multidisciplinary in nature, these guidelines represent a fruitful opportunity for future research to involve other disciplines.
Peer review: yes
URI: http://hdl.handle.net/10400.19/2832
DOI: 10.1007/978-3-319-14980-6_23
Versão do Editor: http://link.springer.com/chapter/10.1007/978-3-319-14980-6_23
Aparece nas colecções:ESTGV - DG - Capítulos (ou partes) de Livros

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