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

João Reis*, Marlene Amorim, Nuno Melão

*Autor correspondente para este trabalho

Resultado de pesquisarevisão de pares

2 Citações (Scopus)

Resumo

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.
Idioma originalEnglish
Título da publicação do anfitriãoExploring Services Science - 6th International Conference, IESS 2015, Proceedings
EditoresHenriqueta Nóvoa, Monica Drăgoicea
EditoraSpringer Verlag
Páginas289-300
Número de páginas12
ISBN (eletrónico)9783319149790
DOIs
Estado da publicaçãoPublicado - 2015
Evento6th International Conference on Exploring Services Science, IESS 2015 - Porto
Duração: 4 fev. 20156 fev. 2015

Série de publicação

NomeLecture Notes in Business Information Processing
Volume201
ISSN (impresso)1865-1348
ISSN (eletrónico)1865-1356

Conferência

Conferência6th International Conference on Exploring Services Science, IESS 2015
País/TerritórioPortugal
CidadePorto
Período4/02/156/02/15

Impressão digital

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