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The systemic perspective of service processes: underlying theory, architecture and approach

Batista, Luciano; Smart, Andi and Maull, Roger (2008). The systemic perspective of service processes: underlying theory, architecture and approach. Production Planning and Control, 19(5) pp. 535–544.

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As competition in the service industry grows, delivering high-quality service to meet customers' needs and expectations becomes paramount. In order to achieve a thorough understanding of customers, companies are increasingly adopting Customer Relationship Management (CRM) initiatives. However, CRM does not have the process vision necessary to cope with complex and cross-functional processes. This problem is better handled by Business Process Management (BPM) initiatives, which, by their turn, struggle to built-in customer intelligence in their systems. Based upon systems theory, we discuss the roles of CRM and BPM in an integrated approach to deliver customer fulfillment. As the evolution of service-oriented approaches requires us to consider both customer interactions and experiences as key elements of service processes, we present a broader perception of service processes involving these two perspectives. Also, we discuss the architecture of a customer-facing system comprising customer processes that are aimed at better dealing with customer interactions.

Item Type: Journal Item
ISSN: 0953-7287
Keywords: service processes; system theory; CRM/BPM integration
Academic Unit/School: Faculty of Business and Law (FBL)
Interdisciplinary Research Centre: Innovation, Knowledge & Development research centre (IKD)
Item ID: 12540
Depositing User: Ann Cardy
Date Deposited: 15 Dec 2008 05:29
Last Modified: 04 Oct 2016 10:15
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