Die vorliegende Arbeit möchte unter Zugrundelegung verschiedener Konstrukte eine Lösung zur Nachhaltigkeit von Kundenbeziehungen entwickelt, welche die Identifizierung beziehungsorientierter Kernprozesse im Kundenbeziehungsmanagement zur Steuerung der Kundenbeziehung unterstützt und eine...

Purpose – The purpose of this paper is to provide a structured overview of so‐called business process improvement (BPI) approaches and their contribution to the actual act of improving. Even though a lot is said about BPI, there is still a lack of supporting the act of improving the process....

Purpose – Business process redesign (BPR) is still a big issue in improving organizations and a lot of methods and techniques exist to support this undertaking. Referring to this, the purpose of this paper is to derive a framework for identifying patterns in BPR that help in discovering new...