TY - GEN
T1 - Disclosing paths for multi-channel service research
T2 - 6th International Conference on Exploring Services Science, IESS 2015
AU - Reis, João
AU - Amorim, Marlene
AU - Melão, Nuno
N1 - Publisher Copyright:
© Springer International Publishing Switzerland 2015.
PY - 2015
Y1 - 2015
N2 - The 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.
AB - The 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.
KW - Multi-channel services
KW - Service integration
KW - Systematic literature review
UR - http://www.scopus.com/inward/record.url?scp=84921994337&partnerID=8YFLogxK
U2 - 10.1007/978-3-319-14980-6_23
DO - 10.1007/978-3-319-14980-6_23
M3 - Conference contribution
AN - SCOPUS:84921994337
T3 - Lecture Notes in Business Information Processing
SP - 289
EP - 300
BT - Exploring Services Science - 6th International Conference, IESS 2015, Proceedings
A2 - Nóvoa, Henriqueta
A2 - Drăgoicea, Monica
PB - Springer Verlag
Y2 - 4 February 2015 through 6 February 2015
ER -