Conceptualizing the Convergence Model of Business Process Management and Customer Experience Management-Reference-Cited by-同舟云学术

Conceptualizing the Convergence Model of Business Process Management and Customer Experience Management

Published:2019 Issue: Volume: Page:328-332
ISSN:1865-1348
Container-title:Business Process Management: Blockchain and Central and Eastern Europe Forum
language:
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Author:

Pavlić Dino^ORCID,Ćukušić Maja^ORCID

Publisher

Springer International Publishing

Link

http://link.springer.com/content/pdf/10.1007/978-3-030-30429-4_24

Reference21 articles.

1. Temkin, B.D.: Mapping the customer journey. Forrester Res. 3, 1–19 (2010)

2. Davis, R.: It’s the customer journey that counts. BPTrends Column, pp. 1–5 (2011). https://www.bptrends.com/processes-in-practice-its-the-customer-journey-that-counts/

3. Van Den Bergh, J., Thijs, S., Viaene, S.: Transforming through processes leading voices on BPM People and Technology. Springer, London (2014). https://doi.org/10.1007/978-3-319-03937-4

4. Straßer, J.: Aligning Customer Journey Management with Business Process Management. Masters Thesis, University of Amsterdam (2016)

5. Surbakti, F.P.S.: Customer process management: a systematic literature review. Eng. Manag. Res. 4, 1–8 (2015). https://doi.org/10.5539/emr.v4n2p1

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