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Essay's paper info
| Topic: |
Business
|
| Number of pages / Number of words: |
7 / 1836 |
Essay's paper body
It is even more difficult to find methods that
support e-service design for a multi-channel context. A study of 19 cases shows that
e-service (concept) design is a chaotic process that often leads to service failures, channel
conflicts and financial losses (Simons & Bouwman, 2004). In this paper we present a
method that meets design criteria such as channel coherence and synergy, and using qualitative
quasi-experimental research we show that it is a method thatmeets those criteria better
than an alternative, more general, method...
Essay fragment
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It is even more difficult to find methods that
support e-service design for a multi-channel context. A study of 19 cases shows that
e-service (concept) design is a chaotic process that often leads to service failures, channel
conflicts and financial losses (Simons & Bouwman, 2004). In this paper we present a
method that meets design criteria such as channel coherence and synergy, and using qualitative
quasi-experimental research we show that it is a method thatmeets those criteria better
than an alternative, more general, method...
Essay fragment
General points of the essay
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