Rationalizing the customer service process

Hee Woong Kim, Young Gul Kim

Research output: Contribution to journalArticle

23 Citations (Scopus)

Abstract

Satisfying customers is the best method for organizations to gain competitive advantage. To deliver quality services to customers, we need to understand their expectations. Given accurate understanding of expectations, customer service, which can be regarded as a process that consists of several steps to satisfy customer requirements, should be redesigned to match them. This research intends to suggest a customer service rationalization method which consists of service process model, performance simulation, and contingent change guidelines. For the validation test, we compared the proposed method with other service models and applied it to several real cases. From the applications, we found that the proposed method could reduce the risk of service redesign projects by enabling the better understanding of the performance simulation data from the proposed change alternatives. Finally, we discussed the applications of the method and the implications of this research.

Original languageEnglish
Pages (from-to)139-156
Number of pages18
JournalBusiness Process Management Journal
Volume7
Issue number2
DOIs
Publication statusPublished - 2001 May 1

Fingerprint

Service process
Customer service
Simulation
Competitive advantage
Process model
Customer requirements
Redesign
Rationalization
Service quality
Customer needs

All Science Journal Classification (ASJC) codes

  • Business and International Management
  • Business, Management and Accounting (miscellaneous)

Cite this

Kim, Hee Woong ; Kim, Young Gul. / Rationalizing the customer service process. In: Business Process Management Journal. 2001 ; Vol. 7, No. 2. pp. 139-156.
@article{0e9b182fea284223a3ee4934e1d701b2,
title = "Rationalizing the customer service process",
abstract = "Satisfying customers is the best method for organizations to gain competitive advantage. To deliver quality services to customers, we need to understand their expectations. Given accurate understanding of expectations, customer service, which can be regarded as a process that consists of several steps to satisfy customer requirements, should be redesigned to match them. This research intends to suggest a customer service rationalization method which consists of service process model, performance simulation, and contingent change guidelines. For the validation test, we compared the proposed method with other service models and applied it to several real cases. From the applications, we found that the proposed method could reduce the risk of service redesign projects by enabling the better understanding of the performance simulation data from the proposed change alternatives. Finally, we discussed the applications of the method and the implications of this research.",
author = "Kim, {Hee Woong} and Kim, {Young Gul}",
year = "2001",
month = "5",
day = "1",
doi = "10.1108/14637150110389713",
language = "English",
volume = "7",
pages = "139--156",
journal = "Business Process Management Journal",
issn = "1463-7154",
publisher = "Emerald Group Publishing Ltd.",
number = "2",

}

Rationalizing the customer service process. / Kim, Hee Woong; Kim, Young Gul.

In: Business Process Management Journal, Vol. 7, No. 2, 01.05.2001, p. 139-156.

Research output: Contribution to journalArticle

TY - JOUR

T1 - Rationalizing the customer service process

AU - Kim, Hee Woong

AU - Kim, Young Gul

PY - 2001/5/1

Y1 - 2001/5/1

N2 - Satisfying customers is the best method for organizations to gain competitive advantage. To deliver quality services to customers, we need to understand their expectations. Given accurate understanding of expectations, customer service, which can be regarded as a process that consists of several steps to satisfy customer requirements, should be redesigned to match them. This research intends to suggest a customer service rationalization method which consists of service process model, performance simulation, and contingent change guidelines. For the validation test, we compared the proposed method with other service models and applied it to several real cases. From the applications, we found that the proposed method could reduce the risk of service redesign projects by enabling the better understanding of the performance simulation data from the proposed change alternatives. Finally, we discussed the applications of the method and the implications of this research.

AB - Satisfying customers is the best method for organizations to gain competitive advantage. To deliver quality services to customers, we need to understand their expectations. Given accurate understanding of expectations, customer service, which can be regarded as a process that consists of several steps to satisfy customer requirements, should be redesigned to match them. This research intends to suggest a customer service rationalization method which consists of service process model, performance simulation, and contingent change guidelines. For the validation test, we compared the proposed method with other service models and applied it to several real cases. From the applications, we found that the proposed method could reduce the risk of service redesign projects by enabling the better understanding of the performance simulation data from the proposed change alternatives. Finally, we discussed the applications of the method and the implications of this research.

UR - http://www.scopus.com/inward/record.url?scp=84986104182&partnerID=8YFLogxK

UR - http://www.scopus.com/inward/citedby.url?scp=84986104182&partnerID=8YFLogxK

U2 - 10.1108/14637150110389713

DO - 10.1108/14637150110389713

M3 - Article

AN - SCOPUS:84986104182

VL - 7

SP - 139

EP - 156

JO - Business Process Management Journal

JF - Business Process Management Journal

SN - 1463-7154

IS - 2

ER -