... and incorporating the service and operations management literature. Findings The proposed customer process management (CPM) framework suggests steps a service provider can take when providing information to its customers to improve their processes and create more value-in-use by using data related...

..., it provides a new typology of situations in interactive value creation. © Emerald Group Publishing Limited 2011 Customer script Customer process Service blueprint Value co‐creation Co‐production Customer integration Customer relations Marketing At first, research focussed...