Process Mining for Advanced Service Analytics – From Process Efficiency to Customer Encounter and Experience

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dc.contributor.authorZilker, Sandra
dc.contributor.authorMarx, Emanuel
dc.contributor.authorStierle, Matthias
dc.contributor.authorMatzner, Martin
dc.date.accessioned2021-12-24T17:34:40Z
dc.date.available2021-12-24T17:34:40Z
dc.date.issued2022-01-04
dc.description.abstractWith the ongoing trend of servitization nurtured through digital technologies, the analysis of services as a starting point for improvement is gaining more and more importance. Service analytics has been defined as a concept to analyze the data generated during service execution to create value for providers and customers. To create more useful insights from the data, there is a continuous need for more advanced solutions for service analytics. One promising technology is process mining which has its origins in business process management. Our work provides insights into how process mining is currently used to analyze service processes and how it could be used along the service process. We find that process mining is increasingly applied for the analysis of the providers' internal operations, but more emphasis should be put on analyzing the customer interaction and experience.
dc.format.extent10 pages
dc.identifier.doi10.24251/HICSS.2022.239
dc.identifier.isbn978-0-9981331-5-7
dc.identifier.urihttp://hdl.handle.net/10125/79571
dc.language.isoeng
dc.relation.ispartofProceedings of the 55th Hawaii International Conference on System Sciences
dc.rightsAttribution-NonCommercial-NoDerivatives 4.0 International
dc.rights.urihttps://creativecommons.org/licenses/by-nc-nd/4.0/
dc.subjectService Analytics
dc.subjectadvanced analytics
dc.subjectprocess mining
dc.subjectservice analytics
dc.titleProcess Mining for Advanced Service Analytics – From Process Efficiency to Customer Encounter and Experience
dc.type.dcmitext

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