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

• Authors: Lipowski Marcin , Bondos Ilona
• Languages of publication: EN

Abstracts

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.

Keywords

EN

multichannel; cross-channel; omni-channel; channel distribution; service

• Publisher: Katedra Informatyki Szkoła Główna Gospodarstwa Wiejskiego w Warszawie
• Journal: Information Systems in Management
• Year: 2016
• Volume: 5
• Issue: 4
• Pages: 520-529

Dates

published

2016

Contributors

author

Lipowski Marcin

• Marketing Department, Maria Curie Sklodowska University in Lublin (UMCS)

author

Bondos Ilona

• Marketing Department, Maria Curie Sklodowska University in Lublin (UMCS)

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Identifiers

ISSN

2084-5537