Call for papers: Special Issue on: “Quality in Multi-Channel Services Employing Virtual Channels”

International Journal of Internet and Enterprise Management (IJIEM)

Special Issue on: “Quality in Multi-Channel Services Employing Virtual Channels”

Guest Editor: Dr. Rui Sousa, Catholic University of Portugal (Porto), Portugal

The purpose of this special issue is to advance research on service quality in multi-channel Service Delivery Systems (SDSs) employing virtual channels.

Papers may focus on developing and/or testing theory, understanding practice and identifying future research directions, among other possible emphases.

Topics of relevance to this special issue include (but are not limited to):

• Theoretical frameworks for service quality in multi-channel services employing virtual channels
• Development of measurement instruments to assess the quality of multi-channel service at two levels: i) components of services provided through individual virtual channels (e.g., how can we define and measure the quality of a service component provided through a web site?; or a mobile device?); ii) quality of an overall service made up of service components provided through a range of channels (e.g., how can we define and measure the quality of the overall service provided through multiple channels?)
• Design of multi-channel service offers. What is the appropriate combination of the service components and delivery channels in order to maximize overall service quality?
• To what extent do customers value channel choice in service provision? (i.e., does the increased complexity and cost of operating multiple channels have a market payoff?)
• Design of multi-channel SDSs. What elements constitute a specification for the design of a multi-channel SDS? What methodologies can be used for designing high quality multi-channel SDSs?
• Integration issues arising in multi-channel SDSs. How can service providers integrate service components, channels, organisational processes and technologies, in order to provide high quality seamless multi-channel service?
• Control of multi-channel SDSs. How can multi-channel services be adequately monitored and controlled? How can we ensure consistency of service across different channels?
• Fulfillment for (information-based) service components provided through virtual channels. How is fulfillment different from traditional services?
• Provision of effective customer support and service recovery
• Exploratory or theory-building case studies

For more information, subject coverage, notes for intending authors, submission dates and contact information, see the Journal Call for papers website.