... heterogenous and comprise numerous activities. Existing data-gathering methods either overlook the variability of these processes or do not record their contents thoroughly. Drawing conclusions from analyzing such poor-quality data can result in the design of supposedly customer-centric offerings that fail...

... research Customer centricity Process context The value of a company's products and services does not emerge until they are utilized by customers in their own processes of value creation (Vargo and Lusch, 2004). Firms' offerings add value for customers if they help customers achieve their process...

...Francesco Schiavone; Daniele Leone; Annarita Sorrentino; Alessandro Scaletti Purpose The study aims to provide an exploratory investigation of the magnitude of the customer-centric approach in the specific area of healthcare as a contribution to the scarce and preliminary literature on this topic...

...Lukas Frank; Rouven Poll; Maximilian Roeglinger; Rupprecht Lea Purpose Customer centricity has evolved into a success factor for many companies, requiring all corporate activities – including business processes – to be aligned with customer needs. With most existing approaches to business process...

...Peter Trkman; Willem Mertens; Stijn Viaene; Paul Gemmel Purpose – The purpose of this paper is to argue that in order to achieve customer centricity through business process management (BPM), companies have to obtain the profound understanding of customers’ processes and when necessary change...