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New Ways to Deal with Omni-Channel Services: Opening the Door to Synergies, or Problems in the Horizon?

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Exploring Services Science (IESS 2017)

Part of the book series: Lecture Notes in Business Information Processing ((LNBIP,volume 279))

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Abstract

This article aims to investigate organizational synergies in the omni-channel service context. In doing so, it discloses new omni-channel trends and discusses its implications for managers and academics. It uses a qualitative multi-method approach, which includes more than one method of collecting data to generate comprehensiveness and rich knowledge, namely: a systematic literature review and a case study. The transition to an omni-channel service requires companies to overcome many organizational challenges and is compelling academics and practitioners to focus on its operations management. The results indicate that organizational synergies are changing the omni-channel landscape and may provide several opportunities for gaining competitive advantages by implementing new technologies (e.g. m-payments), and anticipating customer needs (e.g. multi-brand experience). It is possible that these organizational synergies are transcending the omni-channel concept, creating new trends, but to confirm this hypothesis further investigation is needed.

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Author information

Authors and Affiliations

  1. Department of Economics, Management and Industrial Engineering and Tourism, Aveiro University, Aveiro, Portugal

    João Reis

  2. Department of Economics, Management and Industrial Engineering and Tourism, and GOVCOPP, Aveiro University, Aveiro, Portugal

    Marlene Amorim

  3. Department of Management and CI&DETS, School of Technology and Management of Viseu, Polytechnic Institute of Viseu, Viseu, Portugal

    Nuno Melão

Authors
  1. João Reis
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  2. Marlene Amorim
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  3. Nuno Melão
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Corresponding author

Correspondence to João Reis .

Editor information

Editors and Affiliations

  1. Faculty of Economics, eCampus University, Rome, Italy

    Stefano Za

  2. Department of Automatic Control and System Engineering, University Politehnica of Bucharest, Bucharest, Romania

    Monica Drăgoicea

  3. Università Cattolica del Sacro Cuore, Milan, Italy

    Maurizio Cavallari

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Reis, J., Amorim, M., Melão, N. (2017). New Ways to Deal with Omni-Channel Services: Opening the Door to Synergies, or Problems in the Horizon?. In: Za, S., Drăgoicea, M., Cavallari, M. (eds) Exploring Services Science. IESS 2017. Lecture Notes in Business Information Processing, vol 279. Springer, Cham. https://doi.org/10.1007/978-3-319-56925-3_5

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  • DOI: https://doi.org/10.1007/978-3-319-56925-3_5

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-319-56924-6

  • Online ISBN: 978-3-319-56925-3

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