Concepedia

Multichannel Service Design

Multichannel Service Design is a service design framework that integrates multiple distinct communication and delivery channels into a cohesive customer experience, ensuring consistency, interoperability, and channel-specific optimization across touchpoints.

11

Publications

1.1K

Citations

38

Authors

26

Institutions

Publications per year

2017–2026

4

Parents

Publications

11

Designing Multi-Interface Service Experiences

Lia Patrício, Raymond P. Fisk, João Falcão e Cunha · Journal of Service Research · 2008 · 391 citations

, , +15

The challenge for multichannel services: Cross-channel free-riding behavior

Hung-Chang Chiu, Yi‐Ching Hsieh, Jinshyang Roan et al. · Electronic Commerce Research and Applications · 2010 · 295 citations

, , +5

Cooperating for service excellence in multichannel service systems

Caroline Wiertz, Ko de Ruyter, Cherie Keen et al. · Journal of Business Research · 2002 · 97 citations

, , +11

Multichannel digital service delivery and service ecosystems: The role of data integration within Smart Product-Service Systems

Lucas Santos Dalenogare, Marie‐Anne Le Dain, Guilherme Brittes Benitez et al. · Technological Forecasting and Social Change · 2022 · 64 citations

, , +17

Development of Multi-Service (MS) for SAC-OCDMA systems

Majid H. Kakaee, Saleh Seyedzadeh, Hilal A. Fadhil et al. · Optics & Laser Technology · 2014 · 63 citations

, , +4

1–5 of 11

Authors

38

  1. MA
    Marlene Amorim

    University of Aveiro, Portugal

    2 publications · 61 citations

    2

    h-index

  2. SS
    Sandra Streukens

    Hasselt University, Belgium

    1 publications · 97 citations

    1

    h-index

  3. BW
    Bernd W. Wirtz

    German University of Administrative Sciences, Germany

    1 publications · 41 citations

    1

    h-index

  4. KD
    Ko de Ruyter

    Maastricht University, Netherlands

    1 publications · 97 citations

    1

    h-index

  5. SS
    Saleh Seyedzadeh

    University of Strathclyde, United Kingdom

    1 publications · 63 citations

    1

    h-index

1–5 of 38

Institutions

26

  1. University of Aveiro

    Aveiro, Portugal

    2 h-index

    3 publications

    105 citations

  2. San Jose State University

    San Jose, United States

    1 h-index

    1 publications

    10 citations

  3. Universiti Malaysia Perlis

    Perlis, Malaysia

    1 h-index

    1 publications

    63 citations

  4. Maastricht University

    Maastricht, The Netherlands

    1 h-index

    3 publications

    291 citations

  5. Polytechnic Institute of Viseu

    Viseu, Portugal

    1 h-index

    1 publications

    44 citations

  6. National Tsing Hua University

    Hsinchu, Taiwan

    1 h-index

    1 publications

    295 citations

  7. IBM Research - Almaden

    San Jose, United States

    1 h-index

    1 publications

    10 citations

  8. Soochow University

    Taipei, Taiwan

    1 h-index

    2 publications

    590 citations

1–8 of 26

Venues

  1. Public Organization Review

    1 publications · 41 citations

    1

    h-index

  2. 1

    h-index

  3. Technological Forecasting and Social Change

    1 publications · 64 citations

    1

    h-index

  4. 1

    h-index

  5. 1

    h-index

1–5