There are no files associated with this item.
Full metadata record
DC Field | Value | Language |
---|---|---|
dc.citation.startPage | 101944 | - |
dc.citation.title | JOURNAL OF RETAILING AND CONSUMER SERVICES | - |
dc.citation.volume | 54 | - |
dc.contributor.author | Ryu, Do-Hhyeon | - |
dc.contributor.author | Lim, Chiehyeon | - |
dc.contributor.author | Kim, Kwang-Jae | - |
dc.date.accessioned | 2023-12-21T17:39:55Z | - |
dc.date.available | 2023-12-21T17:39:55Z | - |
dc.date.created | 2019-10-07 | - |
dc.date.issued | 2020-05 | - |
dc.description.abstract | Online-to-offline (O2O) integration refers to the incorporation of separate online and offline service processes into a single service delivery. Advances in mobile devices and information and communication technology enable the O2O integration, which has been applied to many services. This study proposes a new service blueprint, called the O2O Service Blueprint (O2O SB), which is specialized in visualizing and analyzing the service processes of the O2O integration. A comprehensive literature review and text mining analysis are conducted on massive quantities of literature, articles, and application introductions to understand characteristics of the O2O integration and extract keywords relevant to the O2O integration. Comparisons of the O2O SB with the conventional service blueprint and Information Service Blueprint validate that our proposal can address the limitations of existing service blueprints. An evaluation through expert interviews confirms the completeness, utility, and versatility of the O2O SB. The proposed O2O SB presents a complete picture of the entire service process, whether online or offline. This SB helps users systematically understand the processes and formulate strategies for service improvement. © 2019 Elsevier Ltd | - |
dc.identifier.bibliographicCitation | JOURNAL OF RETAILING AND CONSUMER SERVICES, v.54, pp.101944 | - |
dc.identifier.doi | 10.1016/j.jretconser.2019.101944 | - |
dc.identifier.issn | 0969-6989 | - |
dc.identifier.scopusid | 2-s2.0-85072243546 | - |
dc.identifier.uri | https://scholarworks.unist.ac.kr/handle/201301/30365 | - |
dc.identifier.url | https://www.sciencedirect.com/science/article/pii/S0969698919303881?via%3Dihub | - |
dc.identifier.wosid | 000528835800015 | - |
dc.language | 영어 | - |
dc.publisher | Elsevier Ltd | - |
dc.title | Development of a service blueprint for the online-to-offline integration in service | - |
dc.type | Article | - |
dc.description.isOpenAccess | FALSE | - |
dc.type.docType | Article | - |
dc.description.journalRegisteredClass | ssci | - |
dc.description.journalRegisteredClass | scopus | - |
dc.subject.keywordAuthor | O2O SB | - |
dc.subject.keywordAuthor | Online-to-offline (O2O) integration | - |
dc.subject.keywordAuthor | Service blueprint (SB) | - |
dc.subject.keywordAuthor | Service process analysis | - |
dc.subject.keywordAuthor | Service process visualization | - |
Items in Repository are protected by copyright, with all rights reserved, unless otherwise indicated.
Tel : 052-217-1404 / Email : scholarworks@unist.ac.kr
Copyright (c) 2023 by UNIST LIBRARY. All rights reserved.
ScholarWorks@UNIST was established as an OAK Project for the National Library of Korea.