Repository logo
 
Publication

Multichannel service failure and recovery in a O2O era: A qualitative multi-method research in the banking services industry

2018Journal article Open access
Simple item page
dc.contributor.authorReis, João Carlos Gonçalves dos
dc.contributor.authorAmorim, Marlene Paula Castro
dc.contributor.authorMelão, Nuno Filipe Rosa
dc.date.accessioned2018-07-04T17:00:47Z
dc.date.available2020-07-04T00:30:11Z
dc.date.issued2018
dc.description.abstractThis article aims to investigate how service providers are employing their channels to support the handling of customer complaints in an online to offline era. It provides a timely contribution by characterizing multichannel recovery practices, discussing its implications for customers, and discovering new trends. The study employs a qualitative multi-method research, which includes not only more than one method of collecting data, but also more than one method of analyzing data. Data collection involved 50 records of customer complaints, 10 semi-structured interviews, direct observation and internal bank reports. The results suggest that multichannel customers are not willing to interact with a large number of channels to solve their problems leading to a high number of interactions. Customers expect a complex recovery not in terms of interactivity but in terms of depth. Recovery solutions, such as apologizing and monetary compensations are non-permanent solutions, that are inefficient in the long term and imply financial losses. Despite the investment that is required, this investigation advocates for permanent solutions. To avoid service failures and complex recovery processes, it is possible that companies are improving their operations management in search of new strategies that are blurring the boundaries of O2O into a mix of offline and online channels (O2).pt_PT
dc.description.versioninfo:eu-repo/semantics/publishedVersionpt_PT
dc.identifier.doihttps://doi.org/10.1016/j.ijpe.2018.07.001pt_PT
dc.identifier.urihttp://hdl.handle.net/10400.26/23234
dc.language.isoengpt_PT
dc.peerreviewedyespt_PT
dc.publisherElsevierpt_PT
dc.subjectMultichannel servicespt_PT
dc.subjectFailurept_PT
dc.subjectRecoverypt_PT
dc.subjectOperations managementpt_PT
dc.subjectOffline channelspt_PT
dc.subjectOnline channelspt_PT
dc.titleMultichannel service failure and recovery in a O2O era: A qualitative multi-method research in the banking services industrypt_PT
dc.typejournal article
dspace.entity.typePublication
oaire.citation.titleInternational Journal of Production Economicspt_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.latestForDiscoverya0d124a0-d910-4304-ace8-5e20f27efa21

Files

Original bundle
Now showing 1 - 1 of 1
Thumbnail Image
Name:
Multichannel service failure and recovery in a O2O era_A qualitative multi-method research in the banking services industry.pdf
Size:
97.71 KB
Format:
Adobe Portable Document Format
Download
License bundle
Now showing 1 - 1 of 1
No Thumbnail Available
Name:
license.txt
Size:
1.85 KB
Format:
Item-specific license agreed upon to submission
Description:
Download

Collections

AM - CS - EGARH - Artigos em Revistas Científicas Nacionais e Internacionais