...Mojca Indihar Štemberger; Vesna Bosilj Vuksic; Frank Morelli; Jurij Jaklič Purpose Although improving customer experience (CX) has always been one of the top priorities of business process management (BPM), the evidence on the actual contribution made by traditional BPM to improving CX...

.... Design/methodology/approach Extensive research and analysis has identified numerous models to measure service quality and most of these models are derived from the SERVQUAL. Since SERVQUAL is not clearly focused to analyze the customer’s experience, the authors have used mixed methods of data collection...