Autor(es): Reis, João Carlos Gonçalves dos ; Amorim, Marlene Paula Castro ; Melão, Nuno Filipe Rosa
Data: 2014
Identificador Persistente: http://hdl.handle.net/10400.26/17370
Origem: Academia Militar
Assunto(s): Systematic review; Multi-channel services; Back-office processes; Systematic review; Systematic review; Multi-channel services; Multi-channel services; Back-office processes; Back-office processes
The present study presents the results of a systematic review on multi-channel services, to synthesize the existing body of knowledge and propose avenues for further research. We present theories that are widely corroborated, as well as suggestions presented by scholars that represent research opportunities. Towards this aim, using a comprehensive review of 118 peer-reviewed articles, the results suggest that existing studies are mainly focused on the analysis of consumer interactions with multi-channel front-office services, whereas the management of back-office processes and control aspects remain largely undressed. These topics represent strategic challenges and opportunities for future research.
