{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,5,19]],"date-time":"2026-05-19T18:57:55Z","timestamp":1779217075823,"version":"3.51.4"},"reference-count":30,"publisher":"EDP Sciences","license":[{"start":{"date-parts":[[2024,2,1]],"date-time":"2024-02-01T00:00:00Z","timestamp":1706745600000},"content-version":"vor","delay-in-days":31,"URL":"https:\/\/creativecommons.org\/licenses\/by\/4.0\/"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["ITM Web Conf."],"published-print":{"date-parts":[[2024]]},"abstract":"<jats:p>Recently, there has been increased awareness about the importance of data derived from actual customer journeys, including the subjective customer experience, in the analysis and evaluation of service quality. In this paper, we explore how customer journey analysis and process mining can be combined to advance the analysis and improvement of services. First, we demonstrate the strengths and weaknesses of both methodologies using a specific case study as an illustrative example. Subsequently, we delve into the synergies and challenges inherent in their combination, deriving practical guidelines. We then suggest avenues for further research questions in this cross-disciplinary approach. The paper underscores the potential of aligning these methodologies to provide a more accurate and complete understanding of service delivery, ultimately contributing to the enhancement of customer experience.<\/jats:p>","DOI":"10.1051\/itmconf\/20246205002","type":"journal-article","created":{"date-parts":[[2024,2,1]],"date-time":"2024-02-01T09:01:28Z","timestamp":1706778088000},"page":"05002","source":"Crossref","is-referenced-by-count":6,"title":["Customer journeys and process mining \u2013 challenges and opportunities"],"prefix":"10.1051","volume":"62","author":[{"given":"Ragnhild","family":"Halvorsrud","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Felix","family":"Mannhardt","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Ophelia","family":"Prillard","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Costas","family":"Boletsis","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"250","published-online":{"date-parts":[[2024,2,1]]},"reference":[{"key":"R1","doi-asserted-by":"crossref","first-page":"336","DOI":"10.1016\/j.jbusres.2020.12.028","volume":"125","author":"Tueanrat","year":"2021","journal-title":"Journal of Business Research"},{"key":"R2","doi-asserted-by":"crossref","first-page":"83","DOI":"10.1111\/jan.15479","volume":"79","author":"Davies","year":"2023","journal-title":"Journal of Advanced Nursing"},{"key":"R3","doi-asserted-by":"crossref","first-page":"67","DOI":"10.1177\/1524500411435483","volume":"18","author":"Crosier","year":"2012","journal-title":"Social Marketing Quarterly"},{"key":"R4","doi-asserted-by":"crossref","first-page":"454","DOI":"10.1177\/1094670513481108","volume":"16","author":"Tax","year":"2013","journal-title":"Journal of service research"},{"key":"R5","first-page":"98","volume":"85","author":"Gulati","year":"2007","journal-title":"Harvard business review"},{"key":"R6","doi-asserted-by":"crossref","first-page":"196","DOI":"10.1108\/JSTP-11-2014-0261","volume":"28","author":"F\u00f8lstad","year":"2018","journal-title":"Journal of Service Theory and Practice"},{"key":"R7","doi-asserted-by":"crossref","first-page":"420","DOI":"10.1016\/j.jbusres.2019.08.050","volume":"116","author":"Witell","year":"2020","journal-title":"Journal of Business Research"},{"key":"R8","doi-asserted-by":"crossref","unstructured":"Banerjee A., in Crafting Customer Experience Strategy (Emerald Publishing Limited, 2021), pp. 129\u2013154","DOI":"10.1108\/978-1-83909-710-220211008"},{"key":"R9","doi-asserted-by":"crossref","unstructured":"Zilker S., Marx E., Stierle M., Matzner M., Process Mining for Advanced Service Analytics - From Process Efficiency to Customer Encounter and Experience, in Proceedings of the 55th Hawaii International Conference on System Sciences | 2022 (2022)","DOI":"10.24251\/HICSS.2022.239"},{"key":"R10","unstructured":"SINTEF Digital, CJML Web site, https:\/\/www.cjml.no\/ (2024), accessed: 2024-01-19"},{"key":"R11","doi-asserted-by":"crossref","unstructured":"Halvorsrud R., Sanchez O.R., Boletsis C., Skjuve M., Involving users in the development of a modeling language for customer journeys. Software and Systems Modeling, pp. 1\u201330 (2023)","DOI":"10.1007\/s10270-023-01081-w"},{"key":"R12","doi-asserted-by":"crossref","first-page":"840","DOI":"10.1108\/JSTP-05-2015-0111","volume":"26","author":"Halvorsrud","year":"2016","journal-title":"Journal of Service Theory and Practice"},{"key":"R13","doi-asserted-by":"crossref","unstructured":"Halvorsrud R., Kvale K., 12. Strengthening customer relationships through Customer Journey Analysis. Innovating for trust, 183 (2017)","DOI":"10.4337\/9781785369483.00021"},{"key":"R14","doi-asserted-by":"crossref","unstructured":"van der Aalst W.M.P., Process Mining - Data Science in Action, Second Edition (Springer, 2016)","DOI":"10.1007\/978-3-662-49851-4"},{"key":"R15","doi-asserted-by":"crossref","unstructured":"van der Aalst W.M.P., Foundations of Process Discovery (Springer International Publishing, 2022), p. 37\u201375","DOI":"10.1007\/978-3-031-08848-3_2"},{"key":"R16","doi-asserted-by":"crossref","unstructured":"Carmona J., van Dongen B.F., Solti A., Weidlich M., Conformance Checking - Relating Processes and Models (Springer, 2018)","DOI":"10.1007\/978-3-319-99414-7"},{"key":"R17","doi-asserted-by":"crossref","unstructured":"Reinkemeyer L., ed., Process mining in action, 1st edn. (Springer Nature, Cham, Switzerland, 2020)","DOI":"10.1007\/978-3-030-40172-6"},{"key":"R18","unstructured":"Hansson M., Angel K., Mannhardt F., Kvale K., How Can a Service Provider Utilize Process Mining on Customer Journeys to Gain Actionable Insights for Service Delivery Improvements?, in BPM Industry Forum (CEUR-WS.org, 2021), Vol. 3112 of CEUR Workshop Proceedings, pp. 15\u201326"},{"key":"R19","doi-asserted-by":"crossref","unstructured":"Bernard G., Andritsos P., Discovering Customer Journeys from Evidence: A Genetic Approach Inspired by Process Mining, in CAiSE Forum (Springer, 2019), Vol. 350 of Lecture Notes in Business Information Processing, pp. 36\u201347","DOI":"10.1007\/978-3-030-21297-1_4"},{"key":"R20","doi-asserted-by":"crossref","unstructured":"Terragni A., Hassani M., Optimizing customer journey using process mining and sequence-aware recommendation, in SAC (ACM, 2019), pp. 57\u201365","DOI":"10.1145\/3297280.3297288"},{"key":"R21","doi-asserted-by":"crossref","unstructured":"Terragni A., Hassani M., Analyzing Customer Journey with Process Mining: From Discovery to Recommendations, in FiCloud (IEEE Computer Society, 2018), pp. 224\u2013229","DOI":"10.1109\/FiCloud.2018.00040"},{"key":"R22","unstructured":"Bernard G., Andritsos P., CJM-ex: Goal-oriented Exploration of Customer Journey Maps using Event Logs and Data Analytics, in BPM (Demos) (CEUR-WS.org, 2017), Vol. 1920 of CEUR Workshop Proceedings"},{"key":"R23","doi-asserted-by":"crossref","unstructured":"Reinkemeyer L., Process Mining in Action: Principles, Use Cases and Outlook (Springer International Publishing, 2020)","DOI":"10.1007\/978-3-030-40172-6"},{"key":"R24","doi-asserted-by":"crossref","unstructured":"Law E.L.C., Roto V., Hassenzahl M., Vermeeren A.P., Kort J., Understanding, scop- ing and defining user experience: a survey approach, in Proceedings of the SIGCHI conference on human factors in computing systems (2009), pp. 719\u2013728","DOI":"10.1145\/1518701.1518813"},{"key":"R25","doi-asserted-by":"crossref","first-page":"69","DOI":"10.1509\/jm.15.0420","volume":"80","author":"Lemon","year":"2016","journal-title":"Journal of marketing"},{"key":"R26","doi-asserted-by":"crossref","unstructured":"Chase R.B., Dasu S., Psychology of the experience: The missing link in service science. Service Science, Management and Engineering Education for the 21st Century, pp. 35\u201340 (2008)","DOI":"10.1007\/978-0-387-76578-5_6"},{"key":"R27","first-page":"46","volume":"13","author":"van der Togt","year":"2022","journal-title":"Touchpoint"},{"key":"R28","unstructured":"Stahlkopf C., Where Net Promoter Score Goes Wrong, https:\/\/hbr.org\/2019\/10\/where-net-promoter-score-goes-wrong\/ (2019), accessed: 2024-01-19"},{"key":"R29","doi-asserted-by":"crossref","first-page":"22","DOI":"10.1108\/JOSM-02-2023-0069","volume":"23","author":"Ponsignon","year":"2024","journal-title":"Journal of Service Management"},{"key":"R30","doi-asserted-by":"crossref","unstructured":"Zamani L., Davis J.G., Analyzing Service Interaction Network Effectiveness, in Annual SRII Global Conference (2011), pp. 781\u2013789","DOI":"10.1109\/SRII.2011.86"}],"container-title":["ITM Web of Conferences"],"original-title":[],"link":[{"URL":"https:\/\/www.itm-conferences.org\/10.1051\/itmconf\/20246205002\/pdf","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2024,2,1]],"date-time":"2024-02-01T09:07:53Z","timestamp":1706778473000},"score":1,"resource":{"primary":{"URL":"https:\/\/www.itm-conferences.org\/10.1051\/itmconf\/20246205002"}},"subtitle":[],"editor":[{"given":"L.","family":"Carrubbo","sequence":"first","affiliation":[],"role":[{"role":"editor","vocabulary":"crossref"}]},{"given":"T.","family":"Le Dinh","sequence":"additional","affiliation":[],"role":[{"role":"editor","vocabulary":"crossref"}]}],"short-title":[],"issued":{"date-parts":[[2024]]},"references-count":30,"alternative-id":["itmconf_iess2024_05002"],"URL":"https:\/\/doi.org\/10.1051\/itmconf\/20246205002","relation":{},"ISSN":["2271-2097"],"issn-type":[{"value":"2271-2097","type":"electronic"}],"subject":[],"published":{"date-parts":[[2024]]}}}