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Omni-channel service operations: Building technology-based business networks

dc.contributor.authorReis, João Carlos Gonçalves dos
dc.contributor.authorAmorim, Marlene Paula Castro
dc.contributor.authorMelão, Nuno Filipe Rosa
dc.date.accessioned2017-12-02T14:32:51Z
dc.date.available2017-12-02T14:32:51Z
dc.date.issued2017
dc.description.abstractThis article investigates how omni-channel services operations are building technology-based business networks. It uses a case study research, which includes multiple sources of data collection for triangulation purposes, to study a real-life phenomenon. The results suggest that omni-channel companies are changing their landscape to business networks, looking for competitive advantages over their rivals. But this move incorporates new challenges, as it requires a transition based on operations management to allow these firms to adapt their processes and channels, in order to be able to collaborate in a heterogeneous network of firms. Another possible solution is the integration of innovation technologies that are enabling the combination of firm capabilities to underpin collaborative relationships. Previous research also suggests that service operations management in an omni-channel services context is largely unaddressed, as this discipline is essential for the edification of technology-based business networks. Thereby, this article provides real-life statements and examples of firms that are moving their service operations into a business network paradigm. Subsequently, since omni-channel services are multidisciplinary in nature, these exploratory results represent a fruitful opportunity for future research to involve other disciplines than service operations.pt_PT
dc.description.sponsorshipInstituto Politécnico de Viseu e CI&DETSpt_PT
dc.description.sponsorshipUID/Multi/04016/2016
dc.description.versioninfo:eu-repo/semantics/publishedVersionpt_PT
dc.identifier.citationReis, J., Amorim, M. and Melão, N. (2017). "Omni-channel service operations: Building technology-based business networks". IEEE International Conference on Service Operations and Logistics, and Informatics (SOLI), Bari, Italy, pp. 96-101pt_PT
dc.identifier.doi10.1109/SOLI.2017.8120977pt_PT
dc.identifier.isbn978-1-5090-5847-1
dc.identifier.urihttp://hdl.handle.net/10400.26/19588
dc.language.isoengpt_PT
dc.peerreviewedyespt_PT
dc.publisherIEEEpt_PT
dc.relation.publisherversionhttp://ieeexplore.ieee.org/document/8120977/pt_PT
dc.subjectOmni-channel servicespt_PT
dc.subjectBusiness networkspt_PT
dc.subjectCase studypt_PT
dc.subjectService operationspt_PT
dc.subjectInnovation technologiespt_PT
dc.titleOmni-channel service operations: Building technology-based business networkspt_PT
dc.typejournal article
dspace.entity.typePublication
oaire.citation.conferencePlaceBari, Italypt_PT
oaire.citation.endPage101pt_PT
oaire.citation.startPage96pt_PT
oaire.citation.titleIEEE International Conference on Service Operations and Logistics, and Informaticspt_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.typearticlept_PT
relation.isAuthorOfPublicationa0d124a0-d910-4304-ace8-5e20f27efa21
relation.isAuthorOfPublication827c9e8a-12f6-4b7f-a817-11b3c9c60cb4
relation.isAuthorOfPublication69282c67-85a0-4441-93ec-c1ca2104ab18
relation.isAuthorOfPublication.latestForDiscovery827c9e8a-12f6-4b7f-a817-11b3c9c60cb4

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