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Exploring the role of new and enhanced BPM capabilities in customer experience management : does BPM matter?
ID Indihar Štemberger, Mojca (Author), ID Bosilj-Vukšić, Vesna (Author), ID Morelli, Frank (Author), ID Jaklič, Jurij (Author)

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Abstract
Purpose – Although improving customer experience (CX) has always been one of the top priorities of business process management (BPM), the evidence on the actual contribution made by traditional BPM to improving CX and customer experience management (CXM) is mixed. Recently, new and enhanced capability areas have been added to the traditional BPM frameworks, yet it is unclear which of them contribute to CXM. Moreover, it is not known which of them are necessary and which are sufficient conditions. The aim of this research is to shed light on the research gap concerning which BPM capabilities, especially new and enhanced ones, are relevant to CXM. Design/methodology/approach – Quantitative data from 268 medium and large companies in 3 EU countries were analysed using hierarchical linear regression analysis and necessary condition analysis. Findings – The results show that traditional BPM capabilities are a necessary condition for CXM, but with minor significance. Most highly significant necessary conditions and also most highly or medium significant sufficient conditions belong to the People or Culture area. Agile Process Improvement is the only new or enhanced BPM capability area in the Methods/IT area that is a necessary and also a sufficient condition for CXM maturity. Advanced Process Digitalisation was identified as neither a significant necessary nor a sufficient condition for CXM. Originality/value – This research contributes to better understanding of the role played by BPM for CXM, where previous research provides mixed results.

Language:English
Keywords:business process, information technology, user experience, business process management, new and enhanced BPM capabilities, customer experience management, customer experience, sufficient and necessary conditions analysis
Work type:Article
Typology:1.01 - Original Scientific Article
Organization:EF - School of Economics and Business
Publication status:Published
Publication version:Version of Record
Year:2024
Number of pages:Str. 120-143
Numbering:Vol. 30, no. 8
PID:20.500.12556/RUL-158296 This link opens in a new window
UDC:659.2
ISSN on article:1463-7154
DOI:10.1108/BPMJ-10-2023-0838 This link opens in a new window
COBISS.SI-ID:197508099 This link opens in a new window
Publication date in RUL:03.06.2024
Views:98
Downloads:25
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Record is a part of a journal

Title:Business process management journal
Shortened title:Bus. process. manag. j.
Publisher:Emerald
ISSN:1463-7154
COBISS.SI-ID:78187520 This link opens in a new window

Licences

License:CC BY 4.0, Creative Commons Attribution 4.0 International
Link:http://creativecommons.org/licenses/by/4.0/
Description:This is the standard Creative Commons license that gives others maximum freedom to do what they want with the work as long as they credit the author.

Secondary language

Language:Slovenian
Keywords:poslovni proces, informacijska tehnologija, uporabniška izkušnja

Projects

Funder:ARIS - Slovenian Research and Innovation Agency
Project number:P2-0037
Name:Tehnologije interneta prihodnosti: koncepti, arhitekture, storitve in družbeno-ekonomski vidiki

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