{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,2,3]],"date-time":"2026-02-03T19:42:25Z","timestamp":1770147745212,"version":"3.49.0"},"reference-count":34,"publisher":"Emerald","issue":"5","license":[{"start":{"date-parts":[[2011,9,13]],"date-time":"2011-09-13T00:00:00Z","timestamp":1315872000000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2011,9,13]]},"abstract":"<jats:sec><jats:title content-type=\"abstract-heading\">Purpose<\/jats:title><jats:p>In contemporary times process\u2010oriented approaches in information management are elementary in meeting business challenges. However, most methods for business process management (BPM) focus on improved performance from only the company's perspective. They neglect the growing importance of value co\u2010creation between company and customer that typically results from a service\u2010dominant logic. Modern BPM methods need to focus on the internal performance of processes whilst including the customer's perspective. This paper aims to address these issues.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Design\/methodology\/approach<\/jats:title><jats:p>By combining the market\u2010oriented approach, service blueprinting, with the syntax of business process modeling, the authors introduce a method that visualizes and analyzes processes simultaneously from the company's and customer's point of view. Within this integrated approach, information management and marketing are linked. A used case illustrates implementation and benefits of this method.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Findings<\/jats:title><jats:p>This paper addresses the gap between marketing and information management sciences. \u201cBusiness Process Blueprinting\u201d (BP<jats:sup>2<\/jats:sup>) provides a conceptual foundation for a further integration of these two scopes of interest.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Research limitations\/implications<\/jats:title><jats:p>The integrated view on processes supports an enhanced understanding of process performance. In its current stage, the method reflects a basic combined approach \u2013 further development is needed. Well\u2010established models and tools from controlling and marketing as well as from other fields can be integrated to open this analysis for service elements.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Practical implications<\/jats:title><jats:p>Applying BP<jats:sup>2<\/jats:sup> to practical process analysis promotes a better understanding of the customer's process perception. This potentially leads to a more efficient and effective process design.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Originality\/value<\/jats:title><jats:p>The paper introduces the missing method for the integration of the effectiveness\u2010driven perspective into business process modeling.<\/jats:p><\/jats:sec>","DOI":"10.1108\/14637151111166169","type":"journal-article","created":{"date-parts":[[2011,9,24]],"date-time":"2011-09-24T07:44:06Z","timestamp":1316850246000},"page":"732-747","source":"Crossref","is-referenced-by-count":24,"title":["Business Process Blueprinting \u2013 an enhanced view on process performance"],"prefix":"10.1108","volume":"17","author":[{"given":"Martin","family":"Gersch","sequence":"first","affiliation":[]},{"given":"Michael","family":"Hewing","sequence":"additional","affiliation":[]},{"given":"Bernd","family":"Sch\u00f6ler","sequence":"additional","affiliation":[]}],"member":"140","reference":[{"key":"key2022012820243162200_b1","doi-asserted-by":"crossref","unstructured":"Ansari, S., Bell, J. and Okano, H. 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