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WEB 2.0 CONTRIBUTIONS TO MULTI-CHANNEL MANAGEMENT
AN EXPLORATORY STUDY OF THE TRAVEL, RETAIL AND HEALTHCARE INDUSTRIES
Master Thesis
Web 2.0 Contributions to Multi-Channel Management
A comparison study of the travel, retail and healthcare industriesSeptember, 2009
Author
Sjoerd Blauw
sjoerd@sjoerdblauw.nl1386786Management of TechnologySection of Information and Communication TechnologyFaculty of Technology, Policy and ManagementDelft University of Technology
Delft University of Technology
Delft University of TechnologyFaculty of Technology, Policy and ManagementJaffalaan 52628 BX Delft
Dr. W.A.G.A. Bouwman
Section information & Communication Technology
Chair graduation committee
Drs. J. Ubacht
Section information & Communication TechnologyFirst supervisor
Dr. P.A. van der Duin
Section Technology, Strategy and EntrepreneurshipSecond supervisor
Accenture
Accenture NederlandGustav Mahlerplein 901082 MA Amsterdam
Drs. M. Olmez
Senior Manager
–
Accenture Information Management SystemsExternal supervisor
Sections
« prev | next »- 1 INTRODUCTION
- Figure 1-2 Research problem
- 1.2 SCOPE
- 1.3 RESEARCH QUESTIONS
- 1.4 RESEARCH OBJECTIVES
- 1.5 RESEARCH RELEVANCE
- 1.6 THESIS STRUCTURE AND READING GUIDE
- 2 WEB 2.0 CONTIBUTIONS TO MULTI-CHANNEL MANAGEMENT
- 2.1 MULTI-CHANNEL MANAGEMENT
- 2.2 WEB 2.0
- Table 2-2 Description of the five technical patterns (Musser & O'Reilly, 2007)
- Table 2-3 Web 2.0 definitions overview
- 2.3 WEB 2.0 CONTRIBUTIONS TO MULTI-CHANNEL MANAGEMENT
- 2.4 DOMAIN DESCRIPTION
- 2.5 CONCLUSION
- 3 RESEARCH METHODOLOGY
- 3.1 SELECTING CASES
- Table 3-2 Industries divided into NACE categories including cases per category
- 3.2 CRAFTING INSTRUMENTS AND PROTOCOLS
- Figure 3-1 Data gathering questions sequence
- Table 3-3 Case description template
- Table 3-4 Contact type decision rules
- Table 3-5 Business aspect types decision rules
- 3.3 ENTERING THE FIELD
- 3.4 DATA ANALYSIS
- 3.5 RESEARCH CLOSURE
- 4 WEB 2.0 CHANNEL IMPLEMENTATION IN INDUSTRIES
- Figure 4-1 Web 2.0 contribution to multi-channel management framework
- 4.1 DATA INTERPRETATION
- Figure 4-2 Send a e-card from EuroRelais including a photo of your holiday home
- Figure 4-3 Mydeco room planner
- Figure 4-8 Wehkamp's chat service called ‘Sanne’
- 4.2 CONCLUSION
- 5 RECOMMENDATIONS TO IMPLEMENT WEB 2.0 TO MULTI-CHANNEL MANAGEMENT
- 5.1 RECOMMENDATIONS TO COMPANIES
- 5.2 CONCLUSION
- 6 SCIENTIFIC CONTRIBUTIONS
- 6.1 WEB 2.0
- 6.2 WEB 2.0 AND MULTI-CHANNEL MANAGEMENT
- 7 CONCLUSIONS AND FURTHER RESEARCH
- 7.1 CONCLUSIONS
- 7.2 LIMITATIONS
- 7.3 FURTHER RESEARCH
- 8 REFERENCE LIST
- APPENDIX A. LIST OF FIGURES
- APPENDIX B. LIST OF TABLES
- APPENDIX C. LIST OF ABBREVIATIONS
- APPENDIX D. GLOSSARY
- APPENDIX E. CHANNEL SEARCH SCRIPT
- APPENDIX F. CASE DATA OVERVIEW
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