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Enterprise Engineering Working Conference

EEWC 2016: Advances in Enterprise Engineering X pp 166–180Cite as

Cross Channel Communication Design Critical Literature Review

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Part of the book series: Lecture Notes in Business Information Processing ((LNBIP,volume 252))

Abstract

Literature on cross channel communication design shows that customer interaction is too often implemented from a technology viewpoint which keeps us from a fundamental design of the problem and solution. Implementations that have started from a technical or business case point of view have not been very successful.

Customer interaction is using processes, Customer Relationship Management (CRM) or portals from a functional viewpoint but is not constructed from a Performance in Social Interaction theory (\(\varPsi \)-theory) In literature we have found channel characteristics and a maturity model that can help us reach the cross communication goal. With these findings in mind, we have defined our channel and service concepts. We summed up the usable concepts we need, to change the perception of multichannel and introduce a design that starts from communication and realises a cost effective way of integration existing and emerging channels.

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Authors and Affiliations

  1. M.A.T. Mulder, Leusden, The Netherlands

    M. A. T. Mulder

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  1. M. A. T. Mulder
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Correspondence to M. A. T. Mulder .

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Editors and Affiliations

  1. University of Madeira, Funchal, Portugal

    David Aveiro

  2. Faculty of Information Technology, Czech Technical University in Prague, Prague, Czech Republic

    Robert Pergl

  3. University of Madeira, Funchal, Portugal

    Duarte Gouveia

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Mulder, M.A.T. (2016). Cross Channel Communication Design Critical Literature Review. In: Aveiro, D., Pergl, R., Gouveia, D. (eds) Advances in Enterprise Engineering X. EEWC 2016. Lecture Notes in Business Information Processing, vol 252. Springer, Cham. https://doi.org/10.1007/978-3-319-39567-8_11

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  • DOI: https://doi.org/10.1007/978-3-319-39567-8_11

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-319-39566-1

  • Online ISBN: 978-3-319-39567-8

  • eBook Packages: Computer ScienceComputer Science (R0)

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