Open Access
Issue
ITM Web Conf.
Volume 62, 2024
International Conference on Exploring Service Science (IESS 2.4)
Article Number 05002
Number of page(s) 13
Section Value-Driven & Data-Driven Smart Applications
DOI https://doi.org/10.1051/itmconf/20246205002
Published online 01 February 2024
  1. Y. Tueanrat, S. Papagiannidis, E. Alamanos, Going on a journey: A review of the customer journey literature. Journal of Business Research, 125, 336 (2021) [CrossRef] [Google Scholar]
  2. E.L. Davies, L.N. Bulto, A. Walsh, D. Pollock, V.M. Langton, R.E. Laing, A. Graham, M. Arnold-Chamney, J. Kelly, Reporting and conducting patient journey mapping research in healthcare: A scoping review. Journal of Advanced Nursing, 79, 83 (2023) [CrossRef] [Google Scholar]
  3. A. Crosier, A. Handford, Customer journey mapping as an advocacy tool for disabled people: A case study. Social Marketing Quarterly, 18, 67 (2012) [CrossRef] [Google Scholar]
  4. S.S. Tax, D. McCutcheon, I.F. Wilkinson, The service delivery network (SDN) a customer-centric perspective of the customer journey. Journal of service research, 16, 454 (2013) [CrossRef] [Google Scholar]
  5. R. Gulati, Silo busting. Harvard business review, 85, 98 (2007) [Google Scholar]
  6. A. Følstad, K. Kvale, Customer journeys: a systematic literature review. Journal of Service Theory and Practice, 28, 196 (2018) [CrossRef] [Google Scholar]
  7. L. Witell, C. Kowalkowski, H. Perks, C. Raddats, M. Schwabe, O. Benedettini, J. Burton, Characterizing customer experience management in business markets. Journal of Business Research, 116, 420 (2020) [CrossRef] [Google Scholar]
  8. A. Banerjee, in Crafting Customer Experience Strategy (Emerald Publishing Limited, 2021), pp. 129–154 [CrossRef] [Google Scholar]
  9. S. Zilker, E. Marx, M. Stierle, M. Matzner, Process Mining for Advanced Service Analytics - From Process Efficiency to Customer Encounter and Experience, in Proceedings of the 55th Hawaii International Conference on System Sciences | 2022 (2022) [Google Scholar]
  10. SINTEF Digital, CJML Web site, https://www.cjml.no/ (2024), accessed: 2024-01-19 [Google Scholar]
  11. R. Halvorsrud, O.R. Sanchez, C. Boletsis, M. Skjuve, Involving users in the development of a modeling language for customer journeys. Software and Systems Modeling, pp. 1–30 (2023) [Google Scholar]
  12. R. Halvorsrud, K. Kvale, A. Følstad, Improving service quality through customer journey analysis. Journal of Service Theory and Practice, 26, 840 (2016) [CrossRef] [Google Scholar]
  13. R. Halvorsrud, K. Kvale, 12. Strengthening customer relationships through Customer Journey Analysis. Innovating for trust, 183 (2017) [Google Scholar]
  14. W.M.P. van der Aalst, Process Mining - Data Science in Action, Second Edition (Springer, 2016) [Google Scholar]
  15. W.M.P. van der Aalst, Foundations of Process Discovery (Springer International Publishing, 2022), p. 37–75 [Google Scholar]
  16. J. Carmona, B.F. van Dongen, A. Solti, M. Weidlich, Conformance Checking - Relating Processes and Models (Springer, 2018) [Google Scholar]
  17. L. Reinkemeyer, ed., Process mining in action, 1st edn. (Springer Nature, Cham, Switzerland, 2020) [Google Scholar]
  18. M. Hansson, K. Angel, F. Mannhardt, K. Kvale, How Can a Service Provider Utilize Process Mining on Customer Journeys to Gain Actionable Insights for Service Delivery Improvements?, in BPM Industry Forum (CEUR-WS.org, 2021), Vol. 3112 of CEUR Workshop Proceedings, pp. 15–26 [Google Scholar]
  19. G. Bernard, P. Andritsos, Discovering Customer Journeys from Evidence: A Genetic Approach Inspired by Process Mining, in CAiSE Forum (Springer, 2019), Vol. 350 of Lecture Notes in Business Information Processing, pp. 36–47 [Google Scholar]
  20. A. Terragni, M. Hassani, Optimizing customer journey using process mining and sequence-aware recommendation, in SAC (ACM, 2019), pp. 57–65 [Google Scholar]
  21. A. Terragni, M. Hassani, Analyzing Customer Journey with Process Mining: From Discovery to Recommendations, in FiCloud (IEEE Computer Society, 2018), pp. 224–229 [Google Scholar]
  22. G. Bernard, P. Andritsos, CJM-ex: Goal-oriented Exploration of Customer Journey Maps using Event Logs and Data Analytics, in BPM (Demos) (CEUR-WS.org, 2017), Vol. 1920 of CEUR Workshop Proceedings [Google Scholar]
  23. L. Reinkemeyer, Process Mining in Action: Principles, Use Cases and Outlook (Springer International Publishing, 2020) [CrossRef] [Google Scholar]
  24. E.L.C. Law, V. Roto, M. Hassenzahl, A.P. Vermeeren, J. Kort, Understanding, scop- ing and defining user experience: a survey approach, in Proceedings of the SIGCHI conference on human factors in computing systems (2009), pp. 719–728 [CrossRef] [Google Scholar]
  25. K.N. Lemon, P.C. Verhoef, Understanding customer experience throughout the customer journey. Journal of marketing, 80, 69 (2016) [CrossRef] [Google Scholar]
  26. R.B. Chase, S. Dasu, Psychology of the experience: The missing link in service science. Service Science, Management and Engineering Education for the 21st Century, pp. 35–40 (2008) [CrossRef] [Google Scholar]
  27. A. van der Togt, D. Letts, M. Aricò, W. Rampen, L. LeBlanc, A better approach to measure service performance. Touchpoint, 13, 46 (2022) [Google Scholar]
  28. C. Stahlkopf, Where Net Promoter Score Goes Wrong, https://hbr.org/2019/10/where-net-promoter-score-goes-wrong/ (2019), accessed: 2024-01-19 [Google Scholar]
  29. F. Ponsignon, L. Phillips, P. Smart, N. Low, Designing the service delivery system for prevention-oriented goals: insights from two case studies. Journal of Service Management, 23, 22 (2024) [CrossRef] [Google Scholar]
  30. L. Zamani, J.G. Davis, Analyzing Service Interaction Network Effectiveness, in Annual SRII Global Conference (2011), pp. 781–789 [Google Scholar]

Current usage metrics show cumulative count of Article Views (full-text article views including HTML views, PDF and ePub downloads, according to the available data) and Abstracts Views on Vision4Press platform.

Data correspond to usage on the plateform after 2015. The current usage metrics is available 48-96 hours after online publication and is updated daily on week days.

Initial download of the metrics may take a while.