Martin Gersch, Michael Hewing and Bernd Schöler
In contemporary times process‐oriented approaches in information management are elementary in meeting business challenges. However, most methods for business process management…
Abstract
Purpose
In contemporary times process‐oriented approaches in information management are elementary in meeting business challenges. However, most methods for business process management (BPM) focus on improved performance from only the company's perspective. They neglect the growing importance of value co‐creation between company and customer that typically results from a service‐dominant logic. Modern BPM methods need to focus on the internal performance of processes whilst including the customer's perspective. This paper aims to address these issues.
Design/methodology/approach
By combining the market‐oriented approach, service blueprinting, with the syntax of business process modeling, the authors introduce a method that visualizes and analyzes processes simultaneously from the company's and customer's point of view. Within this integrated approach, information management and marketing are linked. A used case illustrates implementation and benefits of this method.
Findings
This paper addresses the gap between marketing and information management sciences. “Business Process Blueprinting” (BP2) provides a conceptual foundation for a further integration of these two scopes of interest.
Research limitations/implications
The integrated view on processes supports an enhanced understanding of process performance. In its current stage, the method reflects a basic combined approach – further development is needed. Well‐established models and tools from controlling and marketing as well as from other fields can be integrated to open this analysis for service elements.
Practical implications
Applying BP2 to practical process analysis promotes a better understanding of the customer's process perception. This potentially leads to a more efficient and effective process design.
Originality/value
The paper introduces the missing method for the integration of the effectiveness‐driven perspective into business process modeling.
Details
Keywords
The purpose of this study is to understand how young consumers engage in the multi-category context. To that end, engagement on the focal product (dating platforms) and the other…
Abstract
Purpose
The purpose of this study is to understand how young consumers engage in the multi-category context. To that end, engagement on the focal product (dating platforms) and the other product (matrimony platforms) were studied. The objective is to find an answer to the following research question: Why do consumers tend to engage more with the focal product, yet are likely to purchase its complement or substitute?
Design/methodology/approach
Semi-structured depth interviews and Straussian grounded theory method were used to collect, analyze and interpret the data.
Findings
Self-determination theory provides an answer to the research question. This study suggests: young consumers experience different levels of need fulfilment when they evaluate the focal product in the single-category and in the multi-category contexts; young consumers’ motivational orientation (controlled motivation, autonomous motivation and intrinsic motivation) results into high-level behavior and engagement (pleasure-seeking, platform abandonment, goal-oriented pleasure-seeking, goal-oriented problem-solving, anxious and outsourcing) with the focal product and the other product.
Originality/value
Value of the paper lies in developing a grounded theory framework for engagement in the multi-category context. This study can help practitioners in making important business decisions, especially in the dating and matrimony e-business categories.
Details
Keywords
The literature on product design/development (PD) has attempted to understand the consumer but has not provided a comprehensive framework for product marketers and designers…
Abstract
Purpose
The literature on product design/development (PD) has attempted to understand the consumer but has not provided a comprehensive framework for product marketers and designers. Thus, this paper aims to compile and link the main topics in the literature on PD to create a foundation for strategic development in this field.
Design/methodology/approach
This research adopted a “fit-for-purpose” methodology, a cross-referencing method and a meta-narrative approach that are appropriate for reviewing studies in a field involving complex topics and areas in which the literature is still developing.
Findings
To enhance the quality of product development, there is a need for PD strategy based on a clear understanding of many factors: the consumer; the complex interrelations among a product’s values, dimensions and personalities; PD theories; and other related variables.
Practical implications
This study found that PD studies should concentrate more on codifying strategies to enhance product development success. This is particularly important in view of consumers’ varied and changeable tastes in the global market and the differing insights of product marketers and designers.
Originality/value
This comprehensive systematic review is a unique study that contributes to future business-to-consumer and business-to-business research by compiling scattered and hidden strategies, theories and variables in the PD/development literature.