Pregled bibliografske jedinice broj: 1167931
Business Process Management and Customer Experience Management Convergence – a Literature Review
Business Process Management and Customer Experience Management Convergence – a Literature Review // 16th International Symposium on Operations Research in Slovenia (SOR '21) / Drobne, S. ; Zadnik Stirn, L. ; Kljajić Borštar, M. ; Povh, J. ; Žerovnik, J. (ur.).
Ljubljana: Slovensko društvo informatika, 2021. str. 697-703 (predavanje, međunarodna recenzija, cjeloviti rad (in extenso), znanstveni)
CROSBI ID: 1167931 Za ispravke kontaktirajte CROSBI podršku putem web obrasca
Naslov
Business Process Management and Customer Experience Management Convergence – a Literature Review
Autori
Pavlić, Dino
Vrsta, podvrsta i kategorija rada
Radovi u zbornicima skupova, cjeloviti rad (in extenso), znanstveni
ISBN
978-961-6165-57-0
Skup
16th International Symposium on Operations Research in Slovenia (SOR '21)
Mjesto i datum
Bled, Slovenija, 22.09.2021. - 24.09.2021
Vrsta sudjelovanja
Predavanje
Vrsta recenzije
Međunarodna recenzija
Ključne riječi
Business Process Management ; Customer Experience Management ; Convergence, Customer Orientation ; Customer Journey ; Literature Review
Sažetak
Even though business process management and customer experience management initiatives normally strive towards achieving customer satisfaction, their efforts are often not aligned. Therefore, further research is required in the domain of business process management and customer experience management convergence approach. In order to do so, systematic literature review of the current state of this domain in necessary in order to be able to clearly identify the problem, formulate the goals and eventually conceptualize and structure the business process management and customer experience management convergence model. This research is relevant for both commercial and public services organizations, as well as within the smart city setup and enablement.
Izvorni jezik
Engleski
Znanstvena područja
Ekonomija
POVEZANOST RADA
Projekti:
--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
