publication . Article . 2010

Operational Criteria for the Design of Front-Office Processes in Multi-Channel Service Delivery Systems

Sousa, Rui; Amorim, Marlene;
Open Access English
  • Published: 01 Jan 2010
Abstract
This paper identifies relevant operational factors that affect the design of front-office processes in Multi-Channel Service Delivery Systems. Based on two in-depth case studies in banking and telecommunications, we distinguish four operational factors: i) characteristics of the inputs and outputs of the service activities; ii) characteristics of the transformation taking place; iii) the expected utilization; iv) the economics of developing the activities in the channels. Building on these results, we propose a stepwise approach for addressing the design of front-office models for MC services.
Subjects
free text keywords: Service operations, Multi-channel services, Service design
Related Organizations
Funded by
FCT| PTDC/GES/68139/2006
Project
PTDC/GES/68139/2006
The Design and Control of Multi-Channel Services
  • Funder: Fundação para a Ciência e a Tecnologia, I.P. (FCT)
  • Project Code: 68139
  • Funding stream: 3599-PPCDT

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