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Uma Metodologia Estruturada para o Desenho de Sistemas de Prestação de Serviços...

A Methodology for the Design of Multichannel Service Processes

This paper develops a methodology for the choice of the service channels that support the delivery to customers of the distinct stages of a service process. We build on the principles of Quality Function Deployment (QFD) to develop a stepwise procedure for: i) translating customer requirements into a service concept across distinct service stages; and ii) specifying the channels for customer interaction at each...

IEM graduates transition to the labour market: the importance of internships

This paper addresses the role of internships for the transition of IEM graduates to the labour market. We conducted an exploratory study with former graduates from the University of Aveiro, Portugal, in order to develop our understanding about the role of internships for: i) the consolidation of knowledge acquired by students in IEM academic subjects; ii) the development of other competences which are not preva...

An analysis of knowledge areas in industrial engineering and management curriculum

Industrial Engineering and Management (IEM) is a continuous, flexible and dynamic area of engineering. Its intervention relates not only in manufacturing industry, but also in hospitals, education systems, transport systems, financial institutions, etc. Thus, there is the need to prepare students to the extended scope of IEM and the curriculum has to provide this broad vision. This range of IEM is evident in cu...

Customer Use of Virtual Channels in Multi-Channel Services: Does Type of Activi...

This paper examines whether customer use of virtual channels varies with the type of service activities (e.g. information search, transactions) they engage in. Based on data from a multichannel bank, we first investigate the impact of customer distance to the nearest branch on the degree of use of virtual channels (internet and phone, aggregated), for different types of activities. Second, when customers do res...

Service Delivery Across Multiple Direct Channels: Is More Better?

Direct channels exhibit different capabilities in delivering services. Phone-based channels, for instance, provide customers with a more personal level of contact with service providers, relative to the level of contact available through Internet-based channels. When relying on phone-based or Internet-based channels, service providers need to decide which interactive activities will be offered in each channel a...

Operational Criteria for the Design of Front-Office Processes in Multi-Channel ...

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; i...

A Framework for the Design of Multi-Channel Services

The objective of this paper is to identify the key strategic design decisions which make up a design specification for Multi-Channel Service Delivery Systems (MC SDSs). Our work extends Roth and Menor’s (2003) seminal service design framework, based on a theory-building case study conducted in the context of MC retail banking services. We describe and classify a set of SDS design choices which are specific to M...