{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,2,7]],"date-time":"2026-02-07T21:45:14Z","timestamp":1770500714447,"version":"3.49.0"},"publisher-location":"Cham","reference-count":16,"publisher":"Springer International Publishing","isbn-type":[{"value":"9783030366902","type":"print"},{"value":"9783030366919","type":"electronic"}],"license":[{"start":{"date-parts":[[2019,1,1]],"date-time":"2019-01-01T00:00:00Z","timestamp":1546300800000},"content-version":"tdm","delay-in-days":0,"URL":"http:\/\/www.springer.com\/tdm"}],"content-domain":{"domain":["link.springer.com"],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2019]]},"DOI":"10.1007\/978-3-030-36691-9_29","type":"book-chapter","created":{"date-parts":[[2019,12,16]],"date-time":"2019-12-16T17:02:52Z","timestamp":1576515772000},"page":"339-351","update-policy":"https:\/\/doi.org\/10.1007\/springer_crossmark_policy","source":"Crossref","is-referenced-by-count":5,"title":["A Model to Assess Customer Alignment Through Customer Experience Concepts"],"prefix":"10.1007","author":[{"given":"Leonardo","family":"Mu\u00f1oz","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Oscar","family":"Avila","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"297","published-online":{"date-parts":[[2019,12,17]]},"reference":[{"key":"29_CR1","first-page":"207","volume":"11","author":"J Luftman","year":"2012","unstructured":"Luftman, J., Derksen, B.: Key issues for IT executives 2012: doing more with less. MIS Q. Exec. 11, 207\u2013218 (2012)","journal-title":"MIS Q. Exec."},{"key":"29_CR2","doi-asserted-by":"publisher","first-page":"293","DOI":"10.1057\/jit.2015.18","volume":"30","author":"J Luftman","year":"2015","unstructured":"Luftman, J., Derksen, B., Dwivedi, R., Santana, M., Zadeh, H.S., Rigoni, E.: Influential IT management trends: an international study. J. Inf. Technol. 30, 293\u2013305 (2015)","journal-title":"J. Inf. Technol."},{"issue":"1","key":"29_CR3","first-page":"2","volume":"50","author":"O Avila","year":"2009","unstructured":"Avila, O., Goepp, V., Kiefer, F.: Understanding and classifying information system alignment approaches. J. Comput. Inf. Syst. 50(1), 2\u201314 (2009)","journal-title":"J. Comput. Inf. Syst."},{"key":"29_CR4","series-title":"Lecture Notes in Business Information Processing","doi-asserted-by":"publisher","first-page":"112","DOI":"10.1007\/978-3-030-04849-5_10","volume-title":"Business Information Systems Workshops","author":"L Mu\u00f1oz","year":"2019","unstructured":"Mu\u00f1oz, L., Avila, O.: Business and information technology alignment measurement - a recent literature review. In: Abramowicz, W., Paschke, A. (eds.) BIS 2018. LNBIP, vol. 339, pp. 112\u2013123. Springer, Cham (2019). \nhttps:\/\/doi.org\/10.1007\/978-3-030-04849-5_10"},{"key":"29_CR5","unstructured":"MIT Sloan Management Review and Google: RESEARCH REPORT Leading With Next-Generation Key Performance Indicators. Massachusetts Institute of Technology (2018)"},{"key":"29_CR6","unstructured":"MIT Center for Digital Business and Capgemini Consulting: Digital Transformation: a roadmap for Billion-Dollar Organizations. MIT Center for Digital Business and Capgemini Consulting (2011)"},{"key":"29_CR7","doi-asserted-by":"publisher","DOI":"10.4324\/9780080472430","volume-title":"Customer Relationship Management, Concepts and Tools","author":"F Buttle","year":"2004","unstructured":"Buttle, F.: Customer Relationship Management, Concepts and Tools. Elsevier Butterworth-Heinemann, Oxford (2004)"},{"key":"29_CR8","unstructured":"Morgan, B.: Forbes - Breathing New Life Into The Customer Lifecycle, 24 April 2017. \nhttps:\/\/www.forbes.com\/sites\/blakemorgan\/2017\/04\/24\/breathing-new-life-into-the-customer-lifecycle\/#4f0d19014294\n\n. Accessed 19 Sept 2018"},{"key":"29_CR9","doi-asserted-by":"crossref","unstructured":"Reis, J., Amorim, M., Mel\u00e3o, N., Matos, P.: Digital transformation: a literature review and guidelines for future research. In: Trends and Advances in Information Systems and Technologies, WorldCIST 2018. Advances in Intelligent Systems and Computing, vol. 745, pp. 411\u2013421 (2018)","DOI":"10.1007\/978-3-319-77703-0_41"},{"key":"29_CR10","unstructured":"Harvard Business Review Analytic Services: The Digital Transformation of Business. Harvard Business School Publishing (2015)"},{"key":"29_CR11","unstructured":"Bonnet, D., Buvat, J., Subrahmanyam, K.V.J.: Rewired: crafting a compelling customer experience. Digital Transformation Review, no. 6 (2014)"},{"issue":"3","key":"29_CR12","doi-asserted-by":"publisher","first-page":"213","DOI":"10.1007\/s12599-009-0044-5","volume":"1","author":"J Becker","year":"2009","unstructured":"Becker, J., Knackstedt, R., P\u00f6ppelbu\u00df, J.: Developing maturity models for IT management. Bus. Inf. Syst. Eng. 1(3), 213\u2013222 (2009)","journal-title":"Bus. Inf. Syst. Eng."},{"key":"29_CR13","series-title":"International Handbooks on Information Systems","doi-asserted-by":"publisher","first-page":"5","DOI":"10.1007\/978-3-642-45103-4_1","volume-title":"Handbook on Business Process Management 2","author":"J Luftman","year":"2015","unstructured":"Luftman, J.: Strategic alignment maturity. In: vom Brocke, J., Rosemann, M. (eds.) Handbook on Business Process Management 2. IHIS, pp. 5\u201343. Springer, Heidelberg (2015). \nhttps:\/\/doi.org\/10.1007\/978-3-642-45103-4_1"},{"issue":"4","key":"29_CR14","doi-asserted-by":"publisher","first-page":"9","DOI":"10.1201\/1078\/43647.20.4.20030901\/77287.2","volume":"20","author":"J Luftman","year":"2003","unstructured":"Luftman, J.: Assessing it\/business alignment. Inf. Syst. Manag. 20(4), 9\u201315 (2003)","journal-title":"Inf. Syst. Manag."},{"issue":"1","key":"29_CR15","doi-asserted-by":"publisher","first-page":"4","DOI":"10.1147\/sj.382.0472","volume":"32","author":"JC Henderson","year":"1993","unstructured":"Henderson, J.C., Venkatraman, N.: Strategic alignment: leveraging information technology for transforming organizations. IBM Syst. J. 32(1), 4\u201316 (1993)","journal-title":"IBM Syst. J."},{"issue":"1","key":"29_CR16","first-page":"27","volume":"42","author":"S Vandermerwe","year":"2000","unstructured":"Vandermerwe, S.: How increasing value to customers improves business results. MIT Sloan Manag. Rev. 42(1), 27\u201337 (2000)","journal-title":"MIT Sloan Manag. Rev."}],"container-title":["Lecture Notes in Business Information Processing","Business Information Systems Workshops"],"original-title":[],"language":"en","link":[{"URL":"http:\/\/link.springer.com\/content\/pdf\/10.1007\/978-3-030-36691-9_29","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2019,12,17]],"date-time":"2019-12-17T05:12:33Z","timestamp":1576559553000},"score":1,"resource":{"primary":{"URL":"http:\/\/link.springer.com\/10.1007\/978-3-030-36691-9_29"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2019]]},"ISBN":["9783030366902","9783030366919"],"references-count":16,"URL":"https:\/\/doi.org\/10.1007\/978-3-030-36691-9_29","relation":{},"ISSN":["1865-1348","1865-1356"],"issn-type":[{"value":"1865-1348","type":"print"},{"value":"1865-1356","type":"electronic"}],"subject":[],"published":{"date-parts":[[2019]]},"assertion":[{"value":"17 December 2019","order":1,"name":"first_online","label":"First Online","group":{"name":"ChapterHistory","label":"Chapter History"}},{"value":"BIS","order":1,"name":"conference_acronym","label":"Conference Acronym","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"International Conference on Business Information Systems","order":2,"name":"conference_name","label":"Conference Name","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"Seville","order":3,"name":"conference_city","label":"Conference City","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"Spain","order":4,"name":"conference_country","label":"Conference Country","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"2019","order":5,"name":"conference_year","label":"Conference Year","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"26 June 2019","order":7,"name":"conference_start_date","label":"Conference Start Date","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"28 June 2019","order":8,"name":"conference_end_date","label":"Conference End Date","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"22","order":9,"name":"conference_number","label":"Conference Number","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"bis2019","order":10,"name":"conference_id","label":"Conference ID","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"http:\/\/bis.ue.poznan.pl\/","order":11,"name":"conference_url","label":"Conference URL","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"Single-blind","order":1,"name":"type","label":"Type","group":{"name":"ConfEventPeerReviewInformation","label":"Peer Review Information (provided by the conference organizers)"}},{"value":"EasyChair","order":2,"name":"conference_management_system","label":"Conference Management System","group":{"name":"ConfEventPeerReviewInformation","label":"Peer Review Information (provided by the conference organizers)"}},{"value":"223","order":3,"name":"number_of_submissions_sent_for_review","label":"Number of Submissions Sent for Review","group":{"name":"ConfEventPeerReviewInformation","label":"Peer Review Information (provided by the conference organizers)"}},{"value":"67","order":4,"name":"number_of_full_papers_accepted","label":"Number of Full Papers Accepted","group":{"name":"ConfEventPeerReviewInformation","label":"Peer Review Information (provided by the conference organizers)"}},{"value":"0","order":5,"name":"number_of_short_papers_accepted","label":"Number of Short Papers Accepted","group":{"name":"ConfEventPeerReviewInformation","label":"Peer Review Information (provided by the conference organizers)"}},{"value":"30% - The value is computed by the equation \"Number of Full Papers Accepted \/ Number of Submissions Sent for Review * 100\" and then rounded to a whole number.","order":6,"name":"acceptance_rate_of_full_papers","label":"Acceptance Rate of Full Papers","group":{"name":"ConfEventPeerReviewInformation","label":"Peer Review Information (provided by the conference organizers)"}},{"value":"2,5","order":7,"name":"average_number_of_reviews_per_paper","label":"Average Number of Reviews per Paper","group":{"name":"ConfEventPeerReviewInformation","label":"Peer Review Information (provided by the conference organizers)"}},{"value":"4","order":8,"name":"average_number_of_papers_per_reviewer","label":"Average Number of Papers per Reviewer","group":{"name":"ConfEventPeerReviewInformation","label":"Peer Review Information (provided by the conference organizers)"}},{"value":"Yes","order":9,"name":"external_reviewers_involved","label":"External Reviewers Involved","group":{"name":"ConfEventPeerReviewInformation","label":"Peer Review Information (provided by the conference organizers)"}},{"value":"From the BIS workshops 57 papers were accepted from 139 submissions","order":10,"name":"additional_info_on_review_process","label":"Additional Info on Review Process","group":{"name":"ConfEventPeerReviewInformation","label":"Peer Review Information (provided by the conference organizers)"}}]}}