.../approach The methodology relies on design science research (DSR). The step-by-step method is a design artefact that builds on the mapping of processes and modelling of the associated costs. Due to the longitudinal nature of capital investments, modelling uses discounted cashflow and present value methods...

.../methodology/approach The design science research method was used, with the elaboration of seven steps to project solutions to empirical problems: (1) identification of the problem, (2) awareness of the problem, (3) definition of expected results, (4) design and development, (5) demonstration, (6) evaluation...

... be contacted at: e.palvoelgyi@fs.de 14 07 2020 20 11 2020 23 12 2020 © Emerald Publishing Limited 2020 Emerald Publishing Limited Licensed re-use rights only Customer process management Design science research Customer centricity Process context The value...