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Conceptualizing the Convergence Model of Business Process Management and Customer Experience Management


Pavlić, Dino; Ćukušić, Maja
Conceptualizing the Convergence Model of Business Process Management and Customer Experience Management // Business Process Management: Blockchain and Central and Eastern Europe Forum / Di Ciccio, Claudio ; Gabryelczyk, Renata ; García-Bañuelos, Luciano ; Hernaus, Tomislav ; Hull, Rick ; Indihar Štemberger, Mojca ; Kő, Andrea ; Staples, Mark (ur.).
Cham: Springer International Publishing, 2019. str. 328-332 doi:10.1007/978-3-030-30429-4_24


Naslov
Conceptualizing the Convergence Model of Business Process Management and Customer Experience Management

Autori
Pavlić, Dino ; Ćukušić, Maja

Vrsta, podvrsta i kategorija rada
Poglavlja u knjigama, znanstveni

Knjiga
Business Process Management: Blockchain and Central and Eastern Europe Forum

Urednik/ci
Di Ciccio, Claudio ; Gabryelczyk, Renata ; García-Bañuelos, Luciano ; Hernaus, Tomislav ; Hull, Rick ; Indihar Štemberger, Mojca ; Kő, Andrea ; Staples, Mark

Izdavač
Springer International Publishing

Grad
Cham

Godina
2019

Raspon stranica
328-332

ISBN
978-3-030-30428-7

Ključne riječi
Business process management, Customer experience management, Process analysis, Customer journey, Focus group

Sažetak
Although business process management (BPM) and customer experience management (CXM) as strategic approaches aim to fulfill organizational prerequisites for achieving customer satisfaction, and the customer focus has been in the definitions of BPM from its very beginning, related efforts are often not aligned in practice. We posit that the analysis, and consequently, the results would be more successful if a structured, BPM-CXM convergent approach is followed. The paper proposes a convergence model for BPM-CXM and the findings of its initial validation are briefly reported along with considerations for its implementation and the expected benefits.

Izvorni jezik
Engleski

Znanstvena područja
Ekonomija



POVEZANOST RADA


Projekt / tema
HRZZ-UIP-2017-05-7625 - Korisniku orijentiran (re)dizajn procesa i modeliranje informacijskih sustava na primjeru smart city usluga (Maja Ćukušić, )

Ustanove
Ekonomski fakultet, Split

Profili:

Avatar Url Maja Ćukušić (autor)

Citiraj ovu publikaciju

Pavlić, Dino; Ćukušić, Maja
Conceptualizing the Convergence Model of Business Process Management and Customer Experience Management // Business Process Management: Blockchain and Central and Eastern Europe Forum / Di Ciccio, Claudio ; Gabryelczyk, Renata ; García-Bañuelos, Luciano ; Hernaus, Tomislav ; Hull, Rick ; Indihar Štemberger, Mojca ; Kő, Andrea ; Staples, Mark (ur.).
Cham: Springer International Publishing, 2019. str. 328-332 doi:10.1007/978-3-030-30429-4_24
Pavlić, D. & Ćukušić, M. (2019) Conceptualizing the Convergence Model of Business Process Management and Customer Experience Management. U: Di Ciccio, C., Gabryelczyk, R., García-Bañuelos, L., Hernaus, T., Hull, R., Indihar Štemberger, M., Kő, A. & Staples, M. (ur.) Business Process Management: Blockchain and Central and Eastern Europe Forum. Cham, Springer International Publishing, str. 328-332 doi:10.1007/978-3-030-30429-4_24.
@inbook{inbook, year = {2019}, pages = {328-332}, DOI = {10.1007/978-3-030-30429-4\_24}, keywords = {Business process management, Customer experience management, Process analysis, Customer journey, Focus group}, doi = {10.1007/978-3-030-30429-4\_24}, isbn = {978-3-030-30428-7}, title = {Conceptualizing the Convergence Model of Business Process Management and Customer Experience Management}, keyword = {Business process management, Customer experience management, Process analysis, Customer journey, Focus group}, publisher = {Springer International Publishing}, publisherplace = {Cham} }

Časopis indeksira:


  • Scopus


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