Academic literature on the topic 'Serviços multi-canal'

Desde o seu aparecimento, os serviços têm assumido um papel vital nas nossas vidas. Recentemente, com o despoletar das novas tecnologias e com a difusão da Internet, os serviços multicanal obtiveram uma atenção considerável no relacionamento entre clientes e organizações. Este artigo fornece uma síntese de literatura sobre os serviços multicanal, com especial destaque para as suas vantagens e limitações e para as questões de qualidade. Conclui-se que em geral os benefícios ultrapassam as suas limitações e que as questões de qualidade estão inerentemente ligadas ao desenho e controlo de serviços multicanal. Este artigo é também um convite para investigação adicional nesta área.

En rapprochant très directement, au début des années 1990, la question liée à l’émergence des Prestataires de Services Logistiques (PSL) au sein de chaines logistiques multi-acteurs à celle ayant trait à la formation d’un mur logistique au coeur même des relations industrie-commerce en France, cet article, basé sur une approche empirique du terrain à un niveau régional, aborde la question des enjeux et des conséquences liées à l’irruption d’un troisième acteur au sein d’un canal actuellement dominé par le distributeur.

This applied research was conducted by employing both quantitative and qualitative innovative research methods. This research investigates the satellite data of four spectral bands sent from the Small Multi-Mission Satellite (SMMS). Each band was analyzed to create color composition indices of the western areas of Thailand. Band 1 had a wavelength between 0.43 and 0.52 micrometers, Band 2 between 0.52 and 0.60 micrometers, Band 3 between 0.63 and 0.69 micrometers, and Band 4 between 0.76 and 0.90 micrometers. Three layers of satellite data were overlaid in non-repeating arrangements. Bands showing grayscale were substituted by three additive primary colors of blue, green, and red. The arrangements were permutated into 24 indices: 123, 124, 132, 134, 142, 143, 213, 214, 231, 234, 241, 243, 312, 314, 321, 324, 341, 342, 412, 413, 421, 423, 431, and 432. The data of color composition indices were then analyzed to create the land-use indices. The visual interpretation of the three levels of land-use classification were used in this procedure. The result was a land-use classification with 15 indices: City, Commercial, and Services; Airport; Golf Course; Paddy Field; Field Crop; Perennial; Aquacultural Land; Shrimp Farm; Evergreen Forest; Deciduous Forest; Mangrove Forest; Marine; River; Canal; Reservoir; and Road.

India is prone to several natural disasters such as floods, droughts, cyclones, landslides and earthquakes on account of its geoclimatic conditions. But the most frequent and prominent disasters are floods and droughts. So to reduce the impact of floods and droughts in India, interlinking of rivers is one of the best solutions to transfer the surplus flood waters to deficit/drought prone areas. Geospatial modelling provides a holistic approach to generate probable interlinking routes of rivers based on existing geoinformatics tools and technologies. In the present study, SRTM DEM and AWiFS datasets coupled with land-use/land -cover, geomorphology, soil and interpolated rainfall surface maps have been used to identify the potential routes in geospatial domain for interlinking of Vamsadhara and Nagavali River Systems in Srikakulam district, Andhra Pradesh. The first order derivatives are derived from DEM and road, railway and drainage networks have been delineated using the satellite data. The inundation map has been prepared using AWiFS derived Normalized Difference Water Index (NDWI). The Drought prone areas were delineated on the satellite image as per the records declared by Revenue Department, Srikakulam. Majority Rule Based (MRB) aggregation technique is performed to optimize the resolution of obtained data in order to retain the spatial variability of the classes. Analytical Hierarchy Process (AHP) based Multi-Criteria Decision Making (MCDM) is implemented to obtain the prioritization of parameters like geomorphology, soil, DEM, slope, and land use/land-cover. A likelihood grid has been generated and all the thematic layers are overlaid to identify the potential grids for routing optimization. To give a better routing map, impedance map has been generated and several other constraints are considered. The implementation of canal construction needs extra cost in some areas. The developed routing map is published into OGC WMS services using open source GeoServer and proposed routing service can be visualized over Bhuvan portal (<a href="http://http://www.bhuvan.nrsc.gov.in/" target="_blank">http://www.bhuvan.nrsc.gov.in/</a>).Thus the obtained routing map of proposed canals focuses on transferring the surplus waters to drought prone areas to solve the problem of water scarcity, to properly utilize the flood waters for irrigational purposes and also help in recharging of groundwater. Similar methodology can be adopted in other interlinking of river systems.

Studies on the location of river ports along the Odra Waterway (ODW), the Silesian Canal and the Polish section of the Danube-Odra-Elbe Canal (DOL) have been completed. The multi-criteria analysis of the transport and economic potential of the ODW allowed to determine the location of transport nodes and river ports and to define their categories. The indicated river ports should constitute future concentration points for transport and logistics services. This is especially important in the context of the update of the European TEN-T network, which is planned for 2023. Hence, the key recommendations relate to nine new international transport nodes and trimodal ports located therein. Keywords: River ports; Transport nodes; Cargo port

Cette recherche s’inscrit dans le cadre d’une meilleure compréhension de l’évaluation du client de son expérience de service dans un contexte multi canal. Nous avons cherché à comprendre comment l’utilisation par le client de plusieurs canaux, dans sa relation avec l’entreprise de service influence l’évaluation de son expérience globale. L’hypothèse centrale de notre recherche est que la satisfaction globale du client multi canal dépend à la fois de la qualité de service perçue dans l’ensemble des canaux utilisés et de la manière dont ces canaux sont intégrés. La démarche méthodologique s’appuie sur deux études : une étude qualitative exploratoire menée dans le secteur bancaire auprès d’experts impliqués dans la distribution multi canal des services et auprès de leurs clients, ainsi qu’une étude quantitative menée auprès de 668 clients. L’étude qualitative permet de mieux appréhender la distribution multi canal des services et de mieux comprendre le comportement du client multi canal en termes d’évaluation. L’étude quantitative, en ciblant principalement les utilisateurs des canaux traditionnels physiques et de l’Internet, permet de mettre en évidence trois facteurs influençant positivement la satisfaction globale du client multi canal : la qualité de service traditionnel physique, la qualité de service virtuel et la qualité d’intégration. Notre recherche a pour principaux apports la conceptualisation de la qualité de service et de la satisfaction du client dans un contexte de distribution multi canal (incluant Internet) et la mise en évidence de la nécessité de l’intégration des canaux, intégration ayant un impact sur l’expérience globale du client
This research aims at a better understanding of the customer’s assessment of the service experience within a multi-channel context. We’ve tried to understand to what extent the use of different distribution channels has an impact onto the customer’s overall service experience. The main hypothesis is that the overall satisfaction of a multi-channel customer depends on both the perceived service quality from all the channels used and the way in which those channels are integrated. Our methodological approach hinges upon two studies: Study one is a qualitative exploratory study conducted in the banking sector. Experts involved in the multi-channel distribution and their clients are interviewed. Study two is a quantitative approach conducted among 668 clients. The qualitative study provides a better comprehension of multi-channels service distribution as well as a better understanding of the multi-channel consumer behavior when assessing the distribution channels. The quantitative study, mainly targeted on users of the traditional channel and online channel, reveals three factors which influence multi-channel customer’s overall satisfaction in a positive manner: The perceived service quality through both the virtual channel and the traditional channel, but also the quality of channels integrated. Our research contributes to the conceptualization of the service quality and the satisfaction of the customer within a multi-channel service distribution context (included Internet); the research also brings forward the need for channels integration, the latter acting upon the overall consumer experience

O setor financeiro está coberto de agências bancárias que competem entre si. Estas Instituições Bancárias prestam todo o tipo de serviços financeiros independentemente do tipo de cliente. Os clientes podem recorrer aos serviços interagindo fisicamente ou, pelos métodos mais recentemente proporcionados por estas instituições, os serviços multi-canal. A tecnologia e a informação assumem um papel fulcral para a evolução do setor financeiro, pois com a disponibilização dos serviços pelos novos canais, permitem a todo o momento acesso ao Banco pelo cliente. A deslocação ao Banco foi ultrapassada pelo crescimento e evolução dos serviços prestados na internet, e pela evolução tecnológica. Os serviços assumem cada vez mais importância nas relações entre as empresas e os seus clientes. No contexto de constante transformação na tecnologia, a prestação de um serviço é vista numa perspetiva multi-canal, propondo ao cliente o pressuposto de optar, pelo canal físico ou canal virtual, o que lhe proporciona uma melhor experiência. Esta dissertação visa, num primeiro momento o estudo e caraterização dos serviços multi-canal: canal físico e canal virtual. Neste contexto, ambiciona-se obter um entendimento relacional entre organização, cliente, e os serviços prestados nos diferentes canais. Num segundo momento foi efetuado um estudo a um Banco de referência em Portugal, com o objetivo de perceber como este se prepara tecnologicamente e internamente mediante os serviços bancários disponibilizados nos canais físicos e virtuais.
The financial sector is covered by competitions between banks. These banking institutions provide all kinds of financial services regardless of the type of customer. Customers can use the services interacting physically or use some more recently methods offered by these institutions, the multi-channel services. This type of service requires the internet and relies on a technological infrastructure. Technology and information play a central role to the evolution of the financial sector, because of the provision of services by new channels, it allows the customer access to the bank at any time. Going to the bank was exceeded by the growth and evolution of the internet services and technological development. The importance of services is increasing in the relations between companies and their customers. In the context of constant technological change, providing a service is seen as a multi-view perspective, by letting the customer choose between the physical channel or virtual channel, the one which provides him a better experience. The aim of this work is, at first, the study and characterization of multi-channel services: physical channel and virtual channel. In this context, our ambition is to understand the relationship between the organization, customer, and the services delivered on different channels. Assuming that the study in this work has been a known banking organization; we sought to characterize the banking services, as well as the specifications surrounding the performance of channels. In a second moment it was performed a study to a reference bank in Portugal in order to understand how they prepare themselves technologically and internally to the banking services available in physical and virtual channels.

O art.º 64 (modalidade alternativa à tese) do regulamento de estudos da Universidade de Aveiro contempla a possibilidade de apresentação de uma modalidade alternativa para teses de doutoramento. Esta modalidade assinala que “caso a tese seja substituída por um conjunto de trabalhos científicos já publicados, estes terão de formar um conjunto coerente e relevante para a área cientifica do doutoramento (...)”. Neste contexto, esta tese é baseada em 8 publicações científicas, já publicadas, ou aceites para publicação, onde estão incluídas: comunicações orais em conferências internacionais, artigos em revistas científicas e capítulos de livros. O interesse pelo tema foi aliado ao crescente desenvolvimento da estratégia omni-canal na indústria de serviços onde a banca tem sido pioneira. O objetivo é contribuir para a caracterização e compreensão das implicações decorrentes de diferentes estratégias e configurações de canal de serviço para a gestão de operações e, consequentemente para a qualidade dos serviços e satisfação dos clientes. A tese está dividida em seis capítulos. Inicia-se com duas revisões sistemáticas da literatura, para analisar as oportunidades de investigação e divulgar os caminhos de pesquisa para os serviços multicanal. Seguidamente, explicam-se as opções metodológicas e o relacionamento que existe entre a engenharia e gestão industrial e as ciências sociais. A partir desse momento, entramos na fase empírica e, analisamos os serviços omni-canal à lente das redes de negócio baseadas em tecnologia e da gestão de reclamações. Terminamos a tese com uma breve conclusão, limitações e perspetivas de investigação futura. Com maior detalhe, a revisão da literatura sugeriu que à data, os estudos existentes estavam predominantemente formulados sob a perspetiva do marketing, sendo notória uma menor representatividade de estudos focados na gestão de processos e operações de serviço. Neste contexto, o trabalho desenvolvido vem oferecer algumas contribuições ao nível da gestão de operações de serviços com recurso a múltiplos canais, permitindo nomeadamente identificar, caraterizar e consolidar diferentes estratégias de múltiplos canais, e discutir princípios para o alinhamento entre estratégias de front-office de múltiplos canais e níveis operacionais da organização. O trabalho adotou uma metodologia qualitativa multi-método (i.e., revisão sistemática e estudo de caso) recorrendo a diferentes métodos e fontes para a recolha de dados (e.g., entrevistas), bem como para a sua análise. O trabalho permitiu também ilustrar como a estratégia multi-método oferece múltiplas possibilidades de investigação que conduzem a resultados fiáveis para estudos na área da engenharia. É geralmente equilibrada e integra estudos teóricos e empíricos, o que dá maior enfase às dimensões de desenvolvimento, triangulação e complementaridade. A evidência empírica analisada no âmbito deste trabalho sugere que a prestação de serviços através de múltiplos canais potencia novas sinergias organizacionais, e cria novos desafios operacionais, ao permitir a configuração de novos sistemas de serviço que oferecem aos clientes a integração de serviços e canais de diferentes prestadores, numa experiência única. As operações de serviços omni-canal estão agora a basear-se em redes de negócio com base tecnológica, já que as empresas estão a mudar a forma como competem entre si. As empresas estão a adotar processos e canais de modo a poderem colaborar em redes heterogéneas. Essas redes de empresas geralmente combinam mais de um canal e serviços. O que origina uma experiência multimarca, que ultrapassa claramente a experiência típica omnicanal. Nesta perspetiva, a rede heterogénea de empresas é uma experiência que envolve a combinação de uma tríade de diferentes elementos canaisserviços- organizações. O que está implícito é que as redes de negócios baseadas em tecnologia estão a revolucionar a indústria de serviços, embora pouco se tenha investigado. Porém, o movimento para estratégias omni-canal e de rede de negócios está longe de ser linear. Embora indesejáveis, as falhas de serviço omni-canal são inevitáveis, nesse sentido, a gestão de reclamações sempre foi considerada como uma ferramenta essencial para os gestores. Por esse facto, o trabalho incluiu ainda uma abordagem às falhas e recuperação de serviços num contexto omni-canal, bem como as debilidades da prestação de serviços associadas às novas redes baseadas em tecnologia, no contexto dos serviços financeiros. O estudo sugeriu que os clientes geralmente não estão conscientes dos atributos de recuperação de cada canal e são muitas vezes obrigados a procurar ajuda dos colaboradores de primeira linha, em particular quando a resposta nos canais virtuais não estão a reagir de acordo com as expectativas. Os clientes também já não estão dispostos a interagir com um grande número de canais, o que implica um elevado número de interações. Em alternativa, estão dispostos a aguardar por uma recuperação personalizada quando percebem que uma falha específica pode exigir um elevado nível de tomada de decisão. Essa tolerância ocorre quando os clientes percebem que uma empresa está a realizar todos os esforços necessários para a recuperação do serviço, de modo a garantir que a falha não se volte a repetir. Os resultados evidenciaram a importância da recuperação de soluções permanentes e da gestão de operações, para permitir processos de recuperação efetivos no contexto dos serviços omni-canal e de rede de negócio. No que diz respeito às redes de negócios baseadas em tecnologia, encontrámos quatro tipos de debilidades: a) barreiras à estratégia de migração de canais; b) barreiras à entrega automatizada de serviços; c) barreiras baseadas na integração do serviço; d) barreiras à padronização de operações em contextos de rede. Os gestores devem estar cientes das debilidades das redes de negócio baseadas em tecnologia, porque a sua (in)atividade pode afetar positivamente ou negativamente a imagem da marca de rede. A resolução das debilidades Tb2N permite que as organizações sejam mais sincronizadas e competitivas. Os resultados apresentados nesta tese revelam que as estratégias de canais múltiplos estão longe de estar ultrapassadas. Esta área de estudo requer atenção permanente da comunidade académica de modo a compreender a sua evolução, o aparecimento de novas estratégias e avançar a sua base de conhecimento. Para terminar, estimulamos o desenvolvimento de investigações futuras que permitam a realização de estudos empíricos dentro das redes de negócio baseadas em tecnologia, e que se foquem não só na recolha de dados de uma empresa, mas de toda a rede.
The 64th article of the regulation of studies of the University of Aveiro considers the possibility of presenting an alternative to the doctoral thesis. This modality emphasis that “if the thesis is replaced by a set of scientific papers already published, they will have to form a coherent and relevant set for the scientific area of the doctorate (…)”. In this context, this thesis is based on 8 scientific publications, some already published, some accepted for publication, which include: oral communications in international conferences, articles in scientific journals and book chapters. The interest in the subject is coined with the growing development of the omni-channel strategy in the service industry where the banks have been pioneers. The objective is to contribute to the characterization and understanding of the implications of different strategies and configurations of the service channel strategies for the management of operations and, consequently, for the service quality and customer satisfaction. The thesis is divided into six chapters. It begins with two systematic reviews of literature: to analyze research opportunities and to disseminate research paths for multi-channel services. From here on, the methodological options are explained and so are the existing relationship between the industrial engineering and the social sciences. The empirical phase starts at this point as well as the analysis of the omni-channel services in the lens of technology-based business networks and complaint management. The literature review suggested, that, to date, the existing studies were predominantly formulated from a marketing perspective, the studies focused on process management and service operations are less represented. In this context, the work developed offers some contributions to the management of multiple channel service operations, to identify, characterize and consolidate different multiple channel strategies, and discuss principles for the alignment between multiple channel front-office strategies and operational levels of the organization. A qualitative multi-method methodology (i.e., systematic review and case study) using different methods and sources was adopted for data collection (e.g., interviews) as well for its analysis. The work also illustrated how the multimethod strategy offers multiple research possibilities that lead to reliable results for studies in the field of engineering. This strategy is generally balanced and integrates theoretical and empirical studies, which give greater emphasis to the dimensions of development, triangulation and complementarity. The empirical evidence analyzed in this thesis suggests that service delivery through multiple channels raises new organizational synergies and creates new operational challenges, by allowing the configuration of new service systems that offer customers the integration of different service and channels from different providers in a unique experience. The omni-channel service operations are now based on technology-based business networks, as companies are changing the way they compete with each other. Companies are adopting processes and channels so they can collaborate in heterogeneous networks. These business networks generally combine more than one channel and services, which creates a multi-brand experience, clearly going beyond the typical omni-channel experience. In this perspective, the heterogeneous network of companies is an experience that involves the combination of a triad of different elements channel-service-organization. What is implicit is that, although still unexplored, technology-based business networks are revolutionizing the service industry. Nevertheless, the move to omni-channel and business network strategies is far from linear. Although undesirable, the omni-channel service failures are inevitable, thus complaint management has always been considered an essential tool for managers. As a result, this work also includes an approach to service failures and recovery in an omni-channel context, as well as the weaknesses in the service delivery concerning new technology-based networks, in the context of financial services. The study suggested that clients are generally unaware of the recovery attributes of each channel and are often forced to seek help from the frontline employees, particularly when the recovery from the virtual channels are not in agreement with the expectations. Customers are not willing to interact with a large number of channels which would lead to a high number of interactions. Alternatively, customers are willing to wait for a personalized recovery when they realize that a specific failure may require a high level of decision-making. This tolerance occurs when customers realize that a company is making all the necessary efforts over the service recovery, in order to ensure that the failure will not be repeated again. The results revealed the importance of recovering permanent solutions and operations management, in order to allow effective recovery processes in the context of omni-channel and business network services. With regard to technology-based business networks, we found four types of weaknesses: a) barriers to channel migration strategies; b) barriers to automated service delivery; c) barriers to employee-technology service integration; d) barriers to operations standardization in network contexts. Managers should be aware of the weaknesses of technology-based business networks because their (in)activity can affect either positively or negatively network brand image. Solving Tb2N weaknesses allows organizations to be more synchronized and competitive. The results presented in this thesis reveal that the multiple-channel strategies are far from being overcome. This area of study requires permanent attention from the academic community in order to understand its evolution, the emergence of new strategies and to advance its knowledge base. Finally, we encourage the development of future research that allows the conduction of empirical studies within technology-based business networks, focusing not only on collecting data from one company but from the entire network.
Programa Doutoral em Engenharia e Gestão Industrial