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Exploring the role of new and enhanced BPM capabilities in customer experience management : does BPM matter?

Mojca Indihar Štemberger, Vesna Bosilj Vuksic, Frank Morelli, and Jurij Jaklič
Year of publication:
2024
Authors: Indihar Štemberger, Mojca ; Bosilj Vukšić, Vesna ; Morelli, Frank ; Jaklič, Jurij
Subject: Business process management | Customer experience | Customer experience management | New and enhanced BPM capabilities | Sufficient and necessary conditions analysis | Prozessmanagement | Beziehungsmarketing | Relationship marketing | Kundenzufriedenheit | Customer satisfaction
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