Customer process management: A framework for using customer-related data to create customer value. (14th January 2019)

• Record Type: Journal Article
• Authors: Lim, Chiehyeon; Kim, Min-Jun; Kim, Ki-Hun; Kim, Kwang-Jae; Maglio, Paul
• Is Part Of: Journal of service management. Volume 30:Number 1(2019)
• Page Start: 105
• Page End: 131
• Publication Date: 2019-01-14
• Subjects: Value-in-use -- Big data -- Action research -- Customer process -- Customer process management; Service industries -- Management -- Periodicals; 658.005
• DOI: 10.1108/JOSM-02-2017-0031
• Languages: English
• ISSNs: 1757-5818

Abstract

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.