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Omni-Channel Service Architectures in a Technology-Based Business Network: An Empirical Insight

2018-09-21Conference object Restricted access
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dc.contributor.authorReis, João
dc.contributor.authorAmorim, Marlene
dc.contributor.authorMelão, Nuno
dc.date.accessioned2023-09-26T09:51:41Z
dc.date.available2023-09-26T09:51:41Z
dc.date.issued2018-09-21
dc.date.updated2023-07-27T10:50:36Z
dc.description.abstractThis article investigates the existing omni-channel service architectures in the front-office of technology-based business networks. It discusses the implications from the existing alignment between the network-preferred channel with other channels and clients. The methodological approach is qualitative, exploratory in nature, and employs case study research in a large private retail bank in Portugal. It includes multiple sources of data collection for corroboration purposes, including semi-structured interviews, direct observation and institutional documents. Although we have identified four types of omni-channel architectures in a business network context, the case analysis revealed that only two of them meet all the requirements, namely: the mixed services and pure virtual services. For academics this is the first attempt to discuss a growing topic in the operations management literature. Thus, this study may also help practitioners to understand the challenges they may have to deal with an omni-channel strategy in a business network context.pt_PT
dc.description.versioninfo:eu-repo/semantics/publishedVersionpt_PT
dc.identifier.citationReis, J., Amorim, M., & Melão, N. (2018). Omni-Channel Service Architectures in a Technology-Based Business Network: An Empirical Insight. Em G. Satzger, L. Patrício, M. Zaki, N. Kühl, & P. Hottum (Eds.), Exploring Service Science (pp. 31–44). Springer International Publishing. https://doi.org/10.1007/978-3-030-00713-3_3pt_PT
dc.identifier.doi10.1007/978-3-030-00713-3_3pt_PT
dc.identifier.eid2-s2.0-85053884149
dc.identifier.isbn9783030007126
dc.identifier.isbn9783030007133
dc.identifier.issn1865-1348
dc.identifier.issn1865-1356
dc.identifier.slugcv-prod-241319
dc.identifier.urihttp://hdl.handle.net/10400.19/7950
dc.language.isoengpt_PT
dc.peerreviewedyespt_PT
dc.publisherSpringer International Publishingpt_PT
dc.subjectTechnology-based business networkspt_PT
dc.subjectEmpirical researchpt_PT
dc.subjectService operationspt_PT
dc.subjectService architecturept_PT
dc.subjectCase studypt_PT
dc.subjectOmni-channel servicespt_PT
dc.subjectFront-officept_PT
dc.titleOmni-Channel Service Architectures in a Technology-Based Business Network: An Empirical Insightpt_PT
dc.typeconference object
dspace.entity.typePublication
oaire.citation.endPage44pt_PT
oaire.citation.startPage31pt_PT
oaire.citation.titleIESS 1.8pt_PT
person.familyNameMelão
person.givenNameNuno
person.identifierSHZuXpwAAAAJ
person.identifier.ciencia-id2F1D-7C4C-9AEE
person.identifier.orcid0000-0002-1359-3437
person.identifier.scopus-author-id6507014196
rcaap.cv.cienciaid2F1D-7C4C-9AEE | Nuno Melão
rcaap.rightsclosedAccesspt_PT
rcaap.typeconferenceObjectpt_PT
relation.isAuthorOfPublication63da8a26-2105-44d8-8c70-13da4b9fe23f
relation.isAuthorOfPublication.latestForDiscovery63da8a26-2105-44d8-8c70-13da4b9fe23f

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