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

Batista, Luciano, Smart, Andy and Maull, Roger (2008) The systemic perspective of service processes: underlying theory, architecture and approach. Production Planning & Control, 19 (5). pp. 535-544. ISSN 0953-7287

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Abstract

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:	Article
Faculty \ School:	Faculty of Social Sciences > Norwich Business School
Depositing User:	Luciano Campos Batista
Date Deposited:	03 Apr 2012 14:58
Last Modified:	03 Nov 2023 01:42
URI:	https://ueaeprints.uea.ac.uk/id/eprint/38646
DOI:	10.1080/09537280802200106

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