Map Out Channel Options to Enable Customer Encounters

Arto Lindblom (), Matti Kautto and Lasse Mitronen ()
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Arto Lindblom: Aalto University, School of Business
Lasse Mitronen: Tampere University, Faculty of Management and Business

Chapter 9 in Omnichannel Retail, 2026, pp 93-105 from Springer

Abstract: Abstract This chapter examines how the service concept is delivered through physical and digital channels. It describes how these channels increasingly interact, how technology is transforming them, and how digital tools are enhancing customer service and engagement.

Date: 2026
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-032-09745-3_9

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DOI: 10.1007/978-3-032-09745-3_9

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