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New Ways to Deal with Omni-Channel Services: Opening the Door to Synergies, or Problems in the Horizon?

2017Book part Open access
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dc.contributor.authorReis, João Carlos Gonçalves dos
dc.contributor.authorAmorim, Marlene Paula Castro
dc.contributor.authorMelão, Nuno Filipe Rosa
dc.date.accessioned2017-04-20T10:10:38Z
dc.date.available2017-04-20T10:10:38Z
dc.date.issued2017
dc.description.abstractThis article aims to investigate organizational synergies in the omnichannel service context. In doing so, it discloses new omni-channel trends and discusses its implications for managers and academics. It uses a qualitative multimethod approach, which includes more than one method of collecting data to generate comprehensiveness and rich knowledge, namely: a systematic literature review and a case study. The transition to an omni-channel service requires companies to overcome many organizational challenges and is compelling academics and practitioners to focus on its operations management. The results indicate that organizational synergies are changing the omni-channel landscape and may provide several opportunities for gaining competitive advantages by implementing new technologies (e.g. m-payments), and anticipating customer needs (e.g. multi-brand experience). It is possible that these organizational synergies are transcending the omni-channel concept, creating new trends, but to confirm this hypothesis further investigation is needed.pt_PT
dc.description.versioninfo:eu-repo/semantics/publishedVersionpt_PT
dc.identifier.citationReis J., Amorim M., Melão N. (2017) New Ways to Deal with Omni-Channel Services: Opening the Door to Synergies, or Problems in the Horizon?. In: Za S., Drăgoicea M., Cavallari M. (eds) Exploring Services Science. IESS 2017. Lecture Notes in Business Information Processing, vol 279. Springer, Champt_PT
dc.identifier.doi10.1007/978-3-319-56925-3_5pt_PT
dc.identifier.isbn978-3-319-56924-6
dc.identifier.urihttp://hdl.handle.net/10400.26/18212
dc.language.isoengpt_PT
dc.peerreviewedyespt_PT
dc.publisherSpringer International Publishingpt_PT
dc.relation.publisherversionhttp://link.springer.com/chapter/10.1007/978-3-319-56925-3_5pt_PT
dc.subjectOrganizational synergiespt_PT
dc.subjectOmni-channel servicespt_PT
dc.subjectQualitative multimethod approachpt_PT
dc.subjectSystematic literature reviewpt_PT
dc.subjectCase studypt_PT
dc.subjectCompetitive advantagept_PT
dc.subjectOperations managementpt_PT
dc.titleNew Ways to Deal with Omni-Channel Services: Opening the Door to Synergies, or Problems in the Horizon?pt_PT
dc.typebook part
dspace.entity.typePublication
oaire.citation.endPage63pt_PT
oaire.citation.startPage51pt_PT
oaire.citation.volume279pt_PT
person.familyNameReis
person.familyNameAmorim
person.familyNameMelão
person.givenNameJoão Carlos Gonçalves dos
person.givenNameMarlene
person.givenNameNuno
person.identifier.ciencia-id4A1F-8ACA-192B
person.identifier.ciencia-idCA19-8758-7772
person.identifier.ciencia-id2F1D-7C4C-9AEE
person.identifier.orcid0000-0002-8504-0065
person.identifier.orcid0000-0002-0901-0614
person.identifier.orcid0000-0002-1359-3437
person.identifier.ridL-6686-2017
person.identifier.ridF-6613-2018
person.identifier.scopus-author-id57969435800
person.identifier.scopus-author-id55250827300
person.identifier.scopus-author-id6507014196
rcaap.rightsopenAccesspt_PT
rcaap.typebookPartpt_PT
relation.isAuthorOfPublicationa0d124a0-d910-4304-ace8-5e20f27efa21
relation.isAuthorOfPublication827c9e8a-12f6-4b7f-a817-11b3c9c60cb4
relation.isAuthorOfPublication69282c67-85a0-4441-93ec-c1ca2104ab18
relation.isAuthorOfPublication.latestForDiscoverya0d124a0-d910-4304-ace8-5e20f27efa21

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