From business process management to customer process management

Business Process Management Journal

Volumn 21, Issue 2, 2015, Pages 250-266

  Trkman, Peter ^a   Mertens, Willem ^b,c   Viaene, Stijn ^b   Gemmel, Paul ^d  

^a UNIVERSITY OF LJUBLJANA   (Slovenia)

^b VLERICK BUSINESS SCHOOL   (Belgium)

^c QUEENSLAND UNIVERSITY OF TECHNOLOGY   (Australia)

^d GHENT UNIVERSITY   (Belgium)

Author keywords

Business process management; Customer centricity; Customer orientation; Service blueprint; Servitization

Indexed keywords

EID: 84924807006     PISSN: 14637154     EISSN: None     Source Type: Journal    
DOI: 10.1108/BPMJ-02-2014-0010     Document Type: Article

References (65)

1. Avison, D., Lau, F., Myers, M. and Nielsen, P. A. (1999), "Action research," Communications of the ACM, Vol. 42 No. 1, pp. 94-97.
2. Baines, T. and Lightfoot, H. (2014), "Servitization of the manufacturing firm: exploring the operations practices and technologies that deliver advanced services," International Journal of Operations & Production Management, Vol. 34 No. 1, pp. 2-35.
3. Baines, T., Lightfoot, H. W. and Benedettini, O. (2009), "The servitization of manufacturing-a review of literature and reflection on future challenges," Journal of Manufacturing Technology Management, Vol. 20 No. 5, pp. 547-567.
4. Baines, T., Lightfoot, H., Peppard, J., Johnson, M., Tiwari, A., Shehab, E. and Swink, M. (2009), "Towards an operations strategy for product-centric servitization," International Journal of Operations & Production Management, Vol. 29 No. 5, pp. 494-519.
5. Biege, S., Lay, G. and Buschak, D. (2012), "Mapping service processes in manufacturing companies: industrial service blueprinting," International Journal of Operations & Production Management, Vol. 32 No. 8, pp. 932-957.
6. Bitner, M. J., Ostrom, A. L. and Morgan, F. N. (2008), "Service blueprinting: a practical technique for sevice innovation," California Management Review, Vol. 50 No. 3, pp. 66-94.
7. Brandt, D. R. (1998), "An 'outside-in' approach to defining performance targets for measures of customer service and satisfaction," in Edosomwan, J. A. (Ed.), Customer Satisfaction Management Frontiers II, Quality University Press, Fairfax, VA, pp. 7. 1-7. 11.
8. Burlton, R. (2010), "Delivering business strategy through process management," in vom Brocke, J. and Rosemann, M. (Eds), Handbook on Business Process Management 2, Springer, Berlin and Heidelberg, pp. 5-37.
9. Chen, H., Daugherty, P. J. and Landry, T. D. (2009), "Supply chain process integration: a theoretical framework," Journal of Business Logistics, Vol. 30 No. 2, pp. 27-46.
10. Christensen, C. M., Cook, S. and Hall, T. (2005), "Marketing malpractice: the cause and the cure," Harvard Business Review, Vol. 83 No. 12, pp. 74-83.
11. Duboff, R. and Carter, C. (1995), "Reengineering from the outside in," American Management Association, November, Vol. 84 No. 11, pp. 42-46.
12. Eggert, A., Hogreve, J., Ulaga, W. and Muenkhoff, E. (2011), "Industrial services, product innovations, and firm profitability: a multiple-group latent growth curve analysis," Industrial Marketing Management, Vol. 40 No. 5, pp. 661-670.
13. Elbeltagi, I., Kempen, T. and Garcia, E. (2013), "Pareto-principle application in non-it supported CRM processes: a case study of a Dutch manufacturing SME," Business Process Management Journal, Vol. 20 No. 1, pp. 129-150.
14. Ellram, L. M., Tate, W. L. and Billington, C. (2008), "Offshore outsourcing of professional services: a transaction cost economics perspective," Journal of Operations Management, Vol. 26 No 2, pp. 148-163.
15. Flint, D. J., Larsson, E., Gammelgaard, B. and Mentzer, J. T. (2005), "Logistics innovation: a customer value-oriented social process," Journal of Business Logistics, Vol. 26 No. 1, pp. 113-147.
16. Gebauer, H., Paiola, M. and Saccani, N. (2013), "Characterizing service networks for moving from products to solutions," Industrial Marketing Management, Vol. 42 No. 1, pp. 31-46.
17. Gersch, M., Hewing, M. and Schöler, B. (2011), "Business process blueprinting-an enhanced view on process performance," Business Process Management Journal, Vol. 17 No. 5, pp. 732-747.
18. Grönroos, C. (1997), "From marketing mix to relationship marketing-towards a paradigm shift in marketing," Management Decision, Vol. 35 No. 4, pp. 322-339.
19. Grönroos, C. (2011), "A service perspective on business relationships: the value creation, interaction and marketing interface," Industrial Marketing Management, Vol. 40 No. 2, pp. 240-247.
20. Gulati, R. (2007), "Silo busting: how to execute on the promise of customer focus," Harvard Business Review, Vol. 85 No. 5, pp. 98-108.
21. Gummesson, E. (1997), "Relationship marketing as a paradigm shift: some conclusions from the 30R approach," Management Decision, Vol. 35 No. 4, pp. 267-272.
22. Hall, J. M. and Johnson, M. E. (2009), "When should a process be art, not science?," Harvard Business Review, March, pp. 59-65.
23. Hendricks, K. B., Singhal, V. R. and Stratman, J. K. (2007), "The impact of enterprise systems on corporate performance: a study of ERP, SCM, and CRM system implementations," Journal of Operations Management, Vol. 25 No. 1, pp. 65-82.
24. Homburg, C., Wieseke, J. and Bornemann, T. (2009), "Implementing the marketing concept at the employee-customer interface: the role of customer need knowledge," Journal of Marketing, Vol. 73 No. 4, pp. 64-81.
25. Karimi, J., Somers, T. M. and Bhattacherjee, A. (2007), "The impact of erp implementation on business process outcomes: a factor-based study," Journal of Management Information Systems, Vol. 24 No. 1, pp. 101-134.
26. Kauffman, R. J. and Tsai, J. Y. (2010), "With or without you: the countervailing forces and effects of process standardization," Electronic Commerce Research and Applications, Vol. 9 No. 4, pp. 305-322.
27. Kim, H.-S. and Kim, Y.-G. (2009), "A CRM performance measurement framework: its development process and application," Industrial Marketing Management, Vol. 38 No. 4, pp. 477-489.
28. Kim, H.-W. and Kankanhalli, A. (2009), "Investigating user resistance to information systems implementation: a status quo bias perspective," MIS Quarterly, Vol. 33 No. 3, pp. 567-582.
29. Kostopoulos, G., Gounaris, S. and Boukis, A. (2012), "Service blueprinting effectiveness: drivers of success," Managing Service Quality, Vol. 22 No. 6, pp. 580-591.
30. Kwak, Y. H. and Anbari, F. T. (2006), "Benefits, obstacles, and future of six sigma approach," Technovation, Vol. 26 Nos 5/6, pp. 708-715.
31. Lee, C.-H., Huang, S. Y., Barnes, F. B. and Kao, L. (2010), "Business performance and customer relationship management: the effect of IT, organisational contingency and business process on Taiwanese manufacturers," Total Quality Management & Business Excellence, Vol. 21 No. 1, pp. 43-65.
32. Lightfoot, H., Baines, T. and Smart, P. (2013), "The servitization of manufacturing: a systematic literature review of interdependent trends," International Journal of Operations & Production Management, Vol. 33 Nos 11/12, pp. 1408-1434.
33. McCormack, K. (2007), Business Process Maturity: Theory and Application, BookSurge Publishing, Charleston, SC.
34. Mahapatra, S. K., Das, A. and Narasimhan, R. (2012), "A contingent theory of supplier management initiatives: effects of competitive intensity and product life cycle," Journal of Operations Management, Vol. 30 No. 5, pp. 406-422.
35. Marabelli, M. and Newell, S. (2012), "Knowledge risks in organizational networks: the practice perspective," Journal of Strategic Information Systems, Vol. 21 No. 1, pp. 18-30.
36. Matthyssens, P. and Vandenbempt, K. (2010), "Service addition as business market strategy: identification of transition trajectories," Journal of Service Management, Vol. 21 No. 5, pp. 693-714.
37. Mills, J., Purchase, V. C. and Parry, G. (2013), "Enterprise imaging: representing complex multi-organizational service enterprises," International Journal of Operations & Production Management, Vol. 33 No. 2, pp. 159-180.
38. Neely, A. (2008), "Exploring the financial consequences of the servitization of manufacturing," Operations Management Research, Vol. 1 No. 2, pp. 103-118.
39. Neubauer, T. (2009), "An empirical study about the status of business process management," Business Process Management Journal, Vol. 15 No. 2, pp. 166-183.
40. Patrício, L., Fisk, R. P., Falcão e Cunha, J. and Constantine, L. (2011), "Multilevel service design: from customer value constellation to service experience blueprinting," Journal of Service Research, Vol. 14 No. 2, pp. 180-200.
41. Pires, G., Stanton, P. and Stanton, J. (2004), "The role of customer experiences in the development of service blueprints," paper presented at the ANZMAC 2004 Conference, Wellington, 29 November-1 December.
42. Raja, J. Z., Green, S. D. and Leiringer, R. (2010), "Concurrent and disconnected change programmes: strategies in support of servitization and the implementation of business partnering," Human Resource Management Journal, Vol. 20 No. 3, pp. 258-276.
43. Ram, J. and Corkindale, D. (2014), "How 'critical' are the critical success factors (CSFs)? examining the role of CSFs for ERP," Business Process Management Journal, Vol. 20 No. 1, pp. 151-174.
44. Ray, G., Muhanna, W. A. and Barney, J. B. (2005), "Information technology and the performance of the customer service process: a resource-based analysis," MIS Quarterly, Vol. 29 No. 4, pp. 625-652.
45. Rosemann, M. and vom Brocke, J. (2010), "The six core elements of business process management," in vom Brocke, J. and Rosemann, M. (Eds), Handbook on Business Process Management, Springer-Verlag, Berlin and Heidelberg, pp. 107-122.
46. Schmiedel, T., vom Brocke, J. and Recker, J. (2014), "Development and validation of an instrument to measure organizational cultures' support of business process management," Information & Management, Vol. 51 No. 1, pp. 43-56.
47. Shostack, G. L. (1984), "Designing services that deliver," Harvard Business Review, Vol. 62 No. 1, pp. 133-139.
48. Shostack, G. L. (1987), "Service positioning through structural change," The Journal of Marketing, Vol. 51 No. 1, pp. 34-43.
49. Smart, P. A., Maddern, H. and Maull, R. S. (2009), "Understanding business process management: implications for theory and practice," British Journal of Management, Vol. 20 No. 4, pp. 491-507.
50. Spraragen, S. L. and Chan, C. (2008), "Service blueprinting: when customer satisfaction numbers are not enough," paper presented at the International DMI Education Conference, Cergy-Pointoise, 14-15 April.
51. Trkman, P. (2010), "The critical success factors of business process management," International Journal of Information Management, Vol. 30 No. 2, pp. 125-134.
52. Trkman, P. and Desouza, K. (2012), "Managing knowledge risks in networks: an exploratory framework," Journal of Strategic Information Systems, Vol. 21 No. 1, pp. 1-17.
53. Tuli, K. R., Kohli, A. K. and Bharadwaj, S. G. (2007), "Rethinking customer solutions: from product bundles to relational processes," Journal of Marketing, Vol. 71 No. 3, pp. 1-17.
54. Vandermerwe, S. and Rada, J. (1988), "Servitization of business: adding value by adding services," European Management Journal, Vol. 6 No. 4, pp. 314-324.
55. Vargo, S. L. and Lusch, R. F. (2004), "Evolving to a new dominant logic for marketing," Journal of Marketing, Vol. 68 No. 1, pp. 1-17.
56. Vargo, S. L. and Lusch, R. F. (2008), "Service-dominant logic: continuing the evolution," Journal of the Academy of Marketing Science, Vol. 36 No. 1, pp. 1-10.
57. Viaene, S., Van den Bergh, J., Schröder-Pander, F. and Mertens, W. (2010), "BPM-Quo vadis? Challenges and Opportunities for Business Process Management," available at: www. vlerick. com/~/media/corporate/pdf-knowledge/bpm%20quo%20vadis. ashx.
58. Visnjic, I. and Van Looy, B. (2013), "Servitization: disentangling the impact of service business model innovation on manufacturing firm performance," Journal of Operations Management, Vol. 31 No. 4, pp. 169-180.
59. Visnjic, I., Neely, A. D. and Wiengarten, F. (2012), "Another performance paradox?: A refined view on the performance impact of servitization," ESADE Business School Research Paper No. 231, Barcelona.
60. vom Brocke, J. and Rosemann, M. (2010), "Foreword," in vom Brocke, J. and Rosemann, M. (Eds), Handbook on Business Process Management 1, Springer, Berlin and Heidelberg, pp. vii-ix.
61. vom Brocke, J. and Sinnl, T. (2011), "Culture in business process management: a literature review," Business Process Management Journal, Vol. 17 No. 2, pp. 357-378.
62. Wüllenweber, K., Beimborn, D., Weitzel, T. and König, W. (2008), "The impact of process standardization on business process outsourcing success," Information Systems Frontiers, Vol. 10 No. 2, pp. 211-224.
63. Young, L. (2008), From Products to Services: Insight and Experience from Companies Which have Embraced the Service Economy, John Wiley & Sons Ltd, Chichester and West Sussex.
64. Zeithaml, V. A. (1988), "Consumer perception of price, quality, and value: a means-end model and synthesis of evidence," Journal of Marketing, Vol. 52, July, pp. 2-22.
65. Zeithaml, V. A., Bitner, M. J. and Gremler, D. D. (2003), Services Marketing: Integrating Customer Focus Across the Firm, McGraw-Hill, Boston, MA.