تحقیق کیفی در صنعت خدمات بانکی
ترجمه نشده

تحقیق کیفی در صنعت خدمات بانکی

عنوان فارسی مقاله: شکست و بهبود خدمات چند کاناله در دوره آنلاین به آفلاین (O2O): یک تحقیق کیفی چند روشی در صنعت خدمات بانکی
عنوان انگلیسی مقاله: Multichannel service failure and recovery in a O2O era: A qualitative multimethod research in the banking services industry
مجله/کنفرانس: مجله بین المللی اقتصاد تولید – International Journal of Production Economics
رشته های تحصیلی مرتبط: مدیریت
گرایش های تحصیلی مرتبط: بانکداری، تحقیق در عملیات
کلمات کلیدی فارسی: خدمات چند کاناله، شکست، بهبود، مدیریت عملیات، کانال های آفلاین، کانال های آنلاین
کلمات کلیدی انگلیسی: Multichannel services، Failure، Recovery، Operations management، Offline channels، Online channels
نوع نگارش مقاله: مقاله پژوهشی (Research Article)
نمایه: Scopus – Master Journals List – JCR
شناسه دیجیتال (DOI): https://doi.org/10.1016/j.ijpe.2018.07.001
دانشگاه: Department of Economics, Management and Industrial Engineering and Tourism, Aveiro University, Aveiro, Portugal
ناشر: الزویر - Elsevier
نوع ارائه مقاله: ژورنال
نوع مقاله: ISI
سال انتشار مقاله: 2019
ایمپکت فاکتور: 6.344 در سال 2018
شاخص H_index: 155 در سال 2019
شاخص SJR: 2.475 در سال 2018
شناسه ISSN: 0925-5273
شاخص Quartile (چارک): Q1 در سال 2018
فرمت مقاله انگلیسی: PDF
تعداد صفحات مقاله انگلیسی: 10
وضعیت ترجمه: ترجمه نشده است
قیمت مقاله انگلیسی: رایگان
آیا این مقاله بیس است: خیر
آیا این مقاله مدل مفهومی دارد: ندارد
آیا این مقاله پرسشنامه دارد: ندارد
آیا این مقاله متغیر دارد: ندارد
کد محصول: E13604
رفرنس: دارای رفرنس در داخل متن و انتهای مقاله
فهرست انگلیسی مطالب

Abstract


1. Introduction


2. Theoretical background


3. Research methodology


4. Findings and discussion


5. Conclusions


References

نمونه متن انگلیسی مقاله

Abstract


This article aims to investigate how service providers are employing their channels to support the handling of customer complaints in an online to offline era. It provides a timely contribution by characterizing multichannel recovery practices, discussing its implications for customers, and discovering new trends. The study employs a qualitative multi-method research, which includes not only more than one method of collecting data, but also more than one method of analyzing data. Data collection involved 50 records of customer complaints, 10 semistructured interviews, direct observation and internal bank reports. The results suggest that multichannel customers are not willing to interact with a large number of channels to solve their problems leading to a high number of interactions. Customers expect a complex recovery not in terms of interactivity but in terms of depth. Recovery solutions, such as apologizing and monetary compensations are non-permanent solutions, are inefficient in the long term and imply financial losses. Despite the investment that is required, this investigation advocates for permanent solutions. To avoid service failures and complex recovery processes, it is possible that companies are improving their operations management in search of new strategies that are blurring the boundaries of O2O into a mix of offline and online channels (O2).


Introduction


The emergence of Internet and new technologies has changed the foundations of service interactions, as we have witnessed a strong growth of services provided through multiple channels (Sousa and Voss, 2006). Financial services have pioneered many of these advancements, when banks established the first automated teller machines (Dabholkar, 1996), followed by online and mobile banking (Hoehle et al., 2012; Proença and Rodrigues, 2011) where no personal contact is required between buyer and seller (Meuter et al., 2000). The use of multichannel strategies to reach customers is now the norm rather than the exception (Kim et al., 2005; Webb and Lambe, 2007). As the O2O (i.e., offline to online or online to offline) mode has gained popularity in recent years, an increasing number of single-channel retailers are transforming themselves into multichannel retailers (Wang et al., 2016). For instance, an increasing number of consumers search and book products/ services online first, and, then, consume them in brick-and-mortar stores (Xiao and Dong, 2015). While companies are struggling to consistently maintain high service standards through all channels, service delivery systems are not foolproof, and, thus, service failures are inevitable (Hart et al., 1990). Managers have to focus on maintaining high standards of service delivery, but they must also be prepared to counteract service failures with effective service recovery processes (Shapiro and Nieman-Gonder, 2006). Service failure and recovery has been considerably studied in the last two decades. Despite the insights gained and the consensus reached, however, we still have a somewhat limited understanding of the topic (Holloway et al., 2009).

  • اشتراک گذاری در

دیدگاه خود را بنویسید:

تاکنون دیدگاهی برای این نوشته ارسال نشده است

تحقیق کیفی در صنعت خدمات بانکی
نوشته های مرتبط
مقالات جدید
لوگوی رسانه های برخط

logo-samandehi

پیوندها