Abstract
Since their emergence, services have taken a vital role in our lives. Recently, with the appearance of new technologies and the diffusion of the Internet, multichannel services received a considerable attention in the relationship between customers and organizations. This article provides a synthesis of the literature about multi-channel services, with special emphasis on its advantages and limitations and on quality issues. It is concluded that in general the benefits outweigh its limitations and that quality issues and inherently linked to the design and control of multi-channel services. This paper is also a call for further research in this area.
| Original language | Portuguese |
|---|---|
| Pages (from-to) | 27-49 |
| Number of pages | 23 |
| Journal | Gestão e Desenvolvimento |
| Issue number | 17-18 |
| DOIs | |
| Publication status | Published - 1 Jan 2010 |
Keywords
- Services
- Operations
- Internet
- Multi-channel services
- Quality