Logo des Repositoriums

Auflistung nach Autor:in "Kraume, Karsten"

1 - 2 von 2
  • Konferenzbeitrag
    Customer Service in Social Media: An Empirical Study of the Airline Industry
    (Datenbanksysteme für Business, Technologie und Web (BTW 2017) - Workshopband, 2017) Carnein, Matthias; Homann, Leschek; Trautmann, Heike; Vossen, Gottfried; Kraume, Karsten
    Until recently, customer service was exclusively provided over traditional channels. Cus- tomers could write an email or call a service center if they had questions or problems with a product or service. In recent times, this has changed dramatically as companies explore new channels to offer customer service. With the increasing popularity of social media, more companies thrive to provide customer service also over Facebook and Twitter. Companies aim to provide a better customer ex- perience by offering more convenient channels to contact a company. In addition, this unburdens traditional channels which are costly to maintain. This paper empirically evaluates the performance of customer service in social media by analysing a multitude of companies in the airline industry. We have collected several million customer service requests from Twitter and Facebook and auto- matically analyzed how efficient the service strategies of the respective companies are in terms of response rate and time.
  • Zeitschriftenartikel
    Seven Paradoxes of Business Process Management in a Hyper-Connected World
    (Business & Information Systems Engineering: Vol. 63, No. 2, 2021) Beverungen, Daniel; Buijs, Joos C. A. M.; Becker, Jörg; Ciccio, Claudio; Aalst, Wil M. P.; Bartelheimer, Christian; Brocke, Jan; Comuzzi, Marco; Kraume, Karsten; Leopold, Henrik; Matzner, Martin; Mendling, Jan; Ogonek, Nadine; Post, Till; Resinas, Manuel; Revoredo, Kate; del-Rí­o-Ortega, Adela; Rosa, Marcello; Santoro, Flávia Maria; Solti, Andreas; Song, Minseok; Stein, Armin; Stierle, Matthias; Wolf, Verena
    Business Process Management is a boundary-spanning discipline that aligns operational capabilities and technology to design and manage business processes. The Digital Transformation has enabled human actors, information systems, and smart products to interact with each other via multiple digital channels. The emergence of this hyper-connected world greatly leverages the prospects of business processes – but also boosts their complexity to a new level. We need to discuss how the BPM discipline can find new ways for identifying, analyzing, designing, implementing, executing, and monitoring business processes. In this research note, selected transformative trends are explored and their impact on current theories and IT artifacts in the BPM discipline is discussed to stimulate transformative thinking and prospective research in this field.