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Omni-channel Service Architectures in a Technology-based Business Network: An Empirical Insight

2018Book 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.accessioned2018-08-27T09:48:37Z
dc.date.available2018-08-27T09:48:37Z
dc.date.issued2018
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 networkpreferred 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 omnichannel 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 omnichannel strategy in a business network context.pt_PT
dc.description.versioninfo:eu-repo/semantics/publishedVersionpt_PT
dc.identifier.citationOmni-channel Service Architectures in a Technology-based Business Network: An Empirical Insight. Lecture Notes in Business Information Processing. Exploring Service Science. DOI: 10.1007/978-3-030-00713-3pt_PT
dc.identifier.doi10.1007/978-3-030-00713-3pt_PT
dc.identifier.isbn978-3-030-00713-3
dc.identifier.issn1865-1348
dc.identifier.urihttp://hdl.handle.net/10400.26/23836
dc.language.isoengpt_PT
dc.peerreviewedyespt_PT
dc.publisherSpringer International Publishingpt_PT
dc.relation.publisherversionhttps://www.springer.com/us/book/9783030007126pt_PT
dc.subjectTechnology-based business networkspt_PT
dc.subjectEmpirical researchpt_PT
dc.subjectService operationspt_PT
dc.subjectService Architecturept_PT
dc.subjectCase studpt_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.typebook part
dspace.entity.typePublication
oaire.citation.conferencePlaceGermanypt_PT
oaire.citation.titleExploring Service Science. 9th International Conference, IESS 2018, Karlsruhe, Germany, September 19–21, 2018, Proceedingspt_PT
oaire.citation.volume331pt_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.latestForDiscovery827c9e8a-12f6-4b7f-a817-11b3c9c60cb4

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