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

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Sousa, Rui; Amorim, Marlene;
  • Subject: Service operations | Multi-channel services | Service design

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) characteristi... View more
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