Rationalizing the customer service process

Hee Woong Kim, Young Gul Kim

Research output: Contribution to journalArticlepeer-review

28 Citations (Scopus)


Satisfying customers is the best method for organizations to gain competitive advantage. To deliver quality services to customers, we need to understand their expectations. Given accurate understanding of expectations, customer service, which can be regarded as a process that consists of several steps to satisfy customer requirements, should be redesigned to match them. This research intends to suggest a customer service rationalization method which consists of service process model, performance simulation, and contingent change guidelines. For the validation test, we compared the proposed method with other service models and applied it to several real cases. From the applications, we found that the proposed method could reduce the risk of service redesign projects by enabling the better understanding of the performance simulation data from the proposed change alternatives. Finally, we discussed the applications of the method and the implications of this research.

Original languageEnglish
Pages (from-to)139-156
Number of pages18
JournalBusiness Process Management Journal
Issue number2
Publication statusPublished - 2001 May 1

All Science Journal Classification (ASJC) codes

  • Business and International Management
  • Business, Management and Accounting (miscellaneous)


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