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Erschienen in:
The Effect of Service Modularity on Flexibility in the Digital Age – An Investigation in the B2B Context Kapitel lesen Erstes Kapitel lesen

2018 | OriginalPaper | Buchkapitel

Omni-Channel Service Architectures in a Technology-Based Business Network: An Empirical Insight

verfasst von : João Reis, Marlene Amorim, Nuno Melão

Erschienen in: Exploring Service Science

Verlag: Springer International Publishing

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Abstract

This article investigates the existing omni-channel service architectures in the front-office of technology-based business networks. It discusses the implications from the existing alignment between the network-preferred channel with other channels and clients. The methodological approach is qualitative, exploratory in nature, and employs case study research in a large private retail bank in Portugal. It includes multiple sources of data collection for corroboration purposes, including semi-structured interviews, direct observation and institutional documents. Although we have identified four types of omni-channel architectures in a business network context, the case analysis revealed that only two of them meet all the requirements, namely: the mixed services and pure virtual services. For academics this is the first attempt to discuss a growing topic in the operations management literature. Thus, this study may also help practitioners to understand the challenges they may have to deal with an omni-channel strategy in a business network context.

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Vorheriges Kapitel Modular Sales – Using Concepts of Modularity to Improve the Quotation Process for B2B Service Providers
Nächstes Kapitel An Approach for Customer-Centered Smart Service Innovation Based on Customer Data Management
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Metadaten
Titel
Omni-Channel Service Architectures in a Technology-Based Business Network: An Empirical Insight
verfasst von
João Reis
Marlene Amorim
Nuno Melão
Copyright-Jahr
2018
Buch
Exploring Service Science

Print ISBN: 978-3-030-00712-6

Electronic ISBN: 978-3-030-00713-3

Copyright-Jahr: 2018

DOI
https://doi.org/10.1007/978-3-030-00713-3_3