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Lim, Chiehyeon
Service Systems Lab
Research Interests
  • Smart service systems, Service-oriented data analytics, Service operations, Service design, Decision science, Personal process management

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Customer process management A framework for using customer-related data to create customer value

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Title
Customer process management A framework for using customer-related data to create customer value
Author
Lim, ChiehyeonKim, Min-JunKim, Ki-HunKim, Kwang-JaeMaglio, Paul
Issue Date
2019-01
Publisher
EMERALD GROUP PUBLISHING LTD
Citation
JOURNAL OF SERVICE MANAGEMENT, v.30, no.1, pp.105 - 131
Abstract
Purpose The proliferation of customer-related data provides companies with numerous service opportunities to create customer value. The purpose of this study is to develop a framework to use this data to provide services. Design/methodology/approach This study conducted four action research projects on the use of customer-related data for service design with industry and government. Based on these projects, a practical framework was designed, applied, and validated, and was further refined by analyzing relevant service cases and incorporating the service and operations management literature. Findings The proposed customer process management (CPM) framework suggests steps a service provider can take when providing information to its customers to improve their processes and create more value-in-use by using data related to their processes. The applicability of this framework is illustrated using real examples from the action research projects and relevant literature. Originality/value "Using data to advance service" is a critical and timely research topic in the service literature. This study develops an original, specific framework for a company's use of customer-related data to advance its services and create customer value. Moreover, the four projects with industry and government are early CPM case studies with real data.
URI
https://scholarworks.unist.ac.kr/handle/201301/26753
URL
https://www.emeraldinsight.com/doi/full/10.1108/JOSM-02-2017-0031
DOI
10.1108/JOSM-02-2017-0031
ISSN
1757-5818
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SME_Journal Papers
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