Exploring the role of new and enhanced BPM capabilities in customer experience management : does BPM matter?

Indihar Štemberger, Mojca (author), Bosilj-Vukšić, Vesna (author), Morelli, Frank (author), Jaklič, Jurij (author)

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
• UDC: 659.2
• ISSN on article: 1463-7154
• DOI: 10.1108/BPMJ-10-2023-0838
• COBISS.SI-ID: 197508099
• Publication date in RUL: 03.06.2024

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

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