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Disclosing paths for multi-channel service research: A contemporaneous phenomenon and guidelines for future investigations

2015Book 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.accessioned2017-01-13T19:23:44Z
dc.date.available2017-01-13T19:23:44Z
dc.date.issued2015
dc.description.abstractThe present paper reports on the findings of a systematic literature review on multi-channel services. In doing so, it uses an affinity diagram to show the results of a content analysis regarding the issues addressed by the existing literature in the field. This enables to understand areas of interest in the contemporary subject of research, find gaps in the literature and, lastly, to uncover guidelines for future research. The results suggest that future investigations should focus on the integration of traditional and virtual services, on quality issues and customer behaviour towards the use of multi-channel services. Previous research also suggests that multi-channel services are largely unaddressed, regarding issues as back-office processes, within the scope of operations management. Subsequently, since multi-channel services are multidisciplinary in nature, these guidelines represent a fruitful opportunity for future research to involve other disciplines.pt_PT
dc.description.versioninfo:eu-repo/semantics/publishedVersionpt_PT
dc.identifier.citationReis, J., Amorim, M., & Melão, N. (2015, February). Disclosing paths for multi-channel service research: A contemporaneous phenomenon and guidelines for future investigations. In International Conference on Exploring Services Science (pp. 289-300). Springer International Publishingpt_PT
dc.identifier.doi10.1007/978-3-319-14980-6_23pt_PT
dc.identifier.issn1865-1348
dc.identifier.urihttp://hdl.handle.net/10400.26/17526
dc.language.isoengpt_PT
dc.peerreviewedyespt_PT
dc.publisherSpringer International Publishingpt_PT
dc.relation.publisherversionhttp://link.springer.com/chapter/10.1007/978-3-319-14980-6_23pt_PT
dc.subjectService integrationpt_PT
dc.subjectMulti-channel servicespt_PT
dc.subjectSystematic literature reviewpt_PT
dc.titleDisclosing paths for multi-channel service research: A contemporaneous phenomenon and guidelines for future investigationspt_PT
dc.typebook part
dspace.entity.typePublication
oaire.citation.conferencePlace6th International Conference, IESS 2015, Porto, Portugal, February 4-6, 2015, Proceedingspt_PT
oaire.citation.endPage300pt_PT
oaire.citation.startPage289pt_PT
oaire.citation.titleExploring Services Science - Lecture Notes in Business Information Processingpt_PT
oaire.citation.volume201pt_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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