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Pregled bibliografske jedinice broj: 1033094

Developing a Structured Approach to Converging Business Process Management and Customer Experience Management Initiatives

Pavlić , Dino; Ćukušić, Maja
Developing a Structured Approach to Converging Business Process Management and Customer Experience Management Initiatives // Lecture Notes in Business Information Processing, 369 (2019), 151-166 doi:10.1007/978-3-030-35151-9_10 (međunarodna recenzija, članak, znanstveni)

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Naslov
Developing a Structured Approach to Converging Business Process Management and Customer Experience Management Initiatives

Autori
Pavlić , Dino ; Ćukušić, Maja

Izvornik
Lecture Notes in Business Information Processing (1865-1348) 369 (2019); 151-166

Vrsta, podvrsta i kategorija rada
Radovi u časopisima, članak, znanstveni

Ključne riječi
Focus group ; BPM ; CXM ; Customer journey

Sažetak
Both in theory and practice, a lack of a formulated structure to facilitate integrated modeling and analysis of internal business processes and customer experiences external to the organization has been identified by many authors. Tackling this issue, a convergent approach aligning Business Process Management (BPM) and Customer eXperience Management (CXM) initiatives, is proposed in the paper, along with a full set of top-down BPM-CXM models varying in the level of detail. To validate the proposed models, a focus group study with experts in BPM and CXM domains was organized, and the findings are reported and further operationalized using a tool widely used in the EMEA region.

Izvorni jezik
Engleski

Znanstvena područja
Ekonomija, Informacijske i komunikacijske znanosti



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 www.springer.com

Citiraj ovu publikaciju:

Pavlić , Dino; Ćukušić, Maja
Developing a Structured Approach to Converging Business Process Management and Customer Experience Management Initiatives // Lecture Notes in Business Information Processing, 369 (2019), 151-166 doi:10.1007/978-3-030-35151-9_10 (međunarodna recenzija, članak, znanstveni)
Pavlić , D. & Ćukušić, M. (2019) Developing a Structured Approach to Converging Business Process Management and Customer Experience Management Initiatives. Lecture Notes in Business Information Processing, 369, 151-166 doi:10.1007/978-3-030-35151-9_10.
@article{article, author = {Pavli\'{c}, Dino and \'{C}uku\v{s}i\'{c}, Maja}, year = {2019}, pages = {151-166}, DOI = {10.1007/978-3-030-35151-9\_10}, keywords = {Focus group, BPM, CXM, Customer journey}, journal = {Lecture Notes in Business Information Processing}, doi = {10.1007/978-3-030-35151-9\_10}, volume = {369}, issn = {1865-1348}, title = {Developing a Structured Approach to Converging Business Process Management and Customer Experience Management Initiatives}, keyword = {Focus group, BPM, CXM, Customer journey} }
@article{article, author = {Pavli\'{c}, Dino and \'{C}uku\v{s}i\'{c}, Maja}, year = {2019}, pages = {151-166}, DOI = {10.1007/978-3-030-35151-9\_10}, keywords = {Focus group, BPM, CXM, Customer journey}, journal = {Lecture Notes in Business Information Processing}, doi = {10.1007/978-3-030-35151-9\_10}, volume = {369}, issn = {1865-1348}, title = {Developing a Structured Approach to Converging Business Process Management and Customer Experience Management Initiatives}, keyword = {Focus group, BPM, CXM, Customer journey} }

Časopis indeksira:


  • Scopus

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