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L21
L21R3. Jeffrey Huang, "Future Space: A New Blueprint for Business Architecture", Harvard Business Review, April 2001
Fri, 07/10/2009 - 23:16 — adminGuide Questions:
- How do you achieve the greatest benefit of using the multichannel context?
- What strategies or steps should be taken in order to better assess how to merge the virtual and the physical world?
- How is this relevant to the design of service systems?
L21R2. Scott A. Neslin et al, "Challenges and Opportunities in Multichannel Customer Management", Journal of Service Research, November 2006
Fri, 07/10/2009 - 23:15 — adminGuide Questions:
- What are the key challenges in managing customer relationships in multichannel environments?
- What strategies can be implemented to address these challenges? How can these be applied to the design of service systems?
L21R1. Lia Patricio et al, "Designing Multi-Interface Service Experiences", Journal of Service Research, May 2008
Fri, 07/10/2009 - 23:14 — adminGuide Questions:
- How do customers choose the channel they will use in obtaining services?
- Why is the service experience blueprint relevant in the design of modern service delivery systems?
- How does the service experience blueprint analyze services?
