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Pregled bibliografske jedinice broj: 1017189

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, 2019. str. 328-332 doi:10.1007/978-3-030-30429-4_24

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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

Grad
Cham

Godina
2019

Raspon stranica
328-332

ISBN
978-3-030-30428-7

ISSN
1865-1348

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

Projekti:
HRZZ-UIP-2017-05-7625 - Korisniku orijentiran (re)dizajn procesa i modeliranje informacijskih sustava na primjeru smart city usluga (MIS4SC) (Ćukušić, Maja) ( CroRIS)

Ustanove:
Ekonomski fakultet, Split

Profili:

Avatar Url Maja Ćukušić (autor)

Poveznice na cjeloviti tekst rada:

doi

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, 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, str. 328-332 doi:10.1007/978-3-030-30429-4_24.
@inbook{inbook, author = {Pavli\'{c}, Dino and \'{C}uku\v{s}i\'{c}, Maja}, 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}, issn = {1865-1348}, 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}, publisherplace = {Cham} }
@inbook{inbook, author = {Pavli\'{c}, Dino and \'{C}uku\v{s}i\'{c}, Maja}, 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}, issn = {1865-1348}, 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}, publisherplace = {Cham} }

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