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International Conference on Exploring Services Science

IESS 2015: Exploring Services Science pp 289–300Cite as

Disclosing Paths for Multi-channel Service Research: A Contemporaneous Phenomenon and Guidelines for Future Investigations

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Part of the book series: Lecture Notes in Business Information Processing ((LNBIP,volume 201))

Abstract

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.

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Author information

Authors and Affiliations

  1. Department of Economics, Management and Industrial Engineering, Aveiro University, Aveiro, Portugal

    João Reis & Marlene Amorim

  2. Department of Management, School of Technology and Management of Viseu, Polytechnic Institute of Viseu, Viseu, Portugal

    Nuno Melão

  3. CEGE, Catholic University of Portugal (Porto), Lisbon, Portugal

    Nuno Melão

Authors
  1. João Reis
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  2. Marlene Amorim
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  3. Nuno Melão
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Corresponding author

Correspondence to João Reis .

Editor information

Editors and Affiliations

  1. University of Porto, Porto, Portugal

    Henriqueta Nóvoa

  2. Politehnica University of Bucharest, Bucharest, Romania

    Monica Drăgoicea

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Reis, J., Amorim, M., Melão, N. (2015). Disclosing Paths for Multi-channel Service Research: A Contemporaneous Phenomenon and Guidelines for Future Investigations. In: Nóvoa, H., Drăgoicea, M. (eds) Exploring Services Science. IESS 2015. Lecture Notes in Business Information Processing, vol 201. Springer, Cham. https://doi.org/10.1007/978-3-319-14980-6_23

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  • DOI: https://doi.org/10.1007/978-3-319-14980-6_23

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-319-14979-0

  • Online ISBN: 978-3-319-14980-6

  • eBook Packages: Computer ScienceComputer Science (R0)

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