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CHALLENGES FOR SERVICE PROVIDERS UNDER THE TRANSFORMATION MULTI-CHANNELING INTO OMNICHANNELING

100%
Lipowski M., Bondos I.
Information Systems in Management
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2016
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vol. 5
|
issue 4
520-529
EN
In terms of changing service delivery in multi-channel systems and the development of new communication/sales channels the key element of customer service becomes the ability to manage and seek synergies in using multiple service points. The aim of the article is to present the challenges must confront service providers in terms of significant changes in the distribution of services. The highest currently identified symptom of these changes is the omnichanneling strategy. The authors pointed out two major interrelated factors shaping challenges for service providers - big data and proliferation channels. The main part of the article is a list of actual challenges for service providers under transformation services distribution strategy towards omnichanneling.
2
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Różnice międzypokoleniowe w zachowaniu konsumentów w kanale sprzedaży usług

72%
Lipowski M.
Annales Universitatis Mariae Curie-Skłodowska, sectio H – Oeconomia
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2017
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vol. 51
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issue 2
EN
The article presents differences in behaviors of representatives of Baby Boomers, and Generations X and Y in the selection of service channel distribution at the search and purchase stages. The data were conducted by computer-assisted personal interview (CAPI). The study confimed the oldest consumers’ preferences for the traditional contact in point of sales and increased use of on-line technology as consumer age declines.
PL
W artykule zaprezentowano różnice w zachowaniach przedstawicieli pokoleń Baby Boomers, X oraz Y w wyborze kanałów dystrybucji usług na etapie poszukiwania informacji oraz zakupu. Przeprowadzone badania potwierdziły preferencje najstarszych konsumentów wobec tradycyjnego kontaktu w punkcie sprzedaży oraz wzrost wykorzystania technologii online w miarę obniżania się wieku konsumenta.
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