engleski

Designing and Validating an Instrument for the Evaluation of Business Process Management and Customer Experience Management Convergence Approach

Following the design and the operationalisation of a novel approach for Business Process Management (BPM) and Customer Experience Management (CXM) convergence, in this paper, we present a series of steps that were carried out to design and validate a research instrument for its evaluation. After an extensive literature review and focus group in the first phase, interviews with experts and card sorting study were then organised to devise a mechanism for the evaluation of the new approach. The initial research instrument was then tested for validity and reliability. The focus of the paper is reporting on the results of card sorting that were used to formulate a final research instrument to be distributed to identified experts, BPM and CXM consultants in SouthEast Europe.

BPM ; CXM ; content validity ; construct validity ; card sorting

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