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- ZeitschriftenartikelFacilitating Informed Decision-Making in Financial Service Encounters(Business & Information Systems Engineering: Vol. 60, No. 4, 2018) Heinrich, Peter; Schwabe, GerhardWhile advice-giving encounters form an integral part of banks’ services, clients often buy inappropriate products and face financial consequences. Legislators have started to put banks under pressure to ensure that clients are properly educated. However, the literature describes barriers due to which client education is doomed to fail applying current advice-giving practices. Practicable alternatives to the predominant perfect agent style of advice-giving are dismissed, mainly with the argument of client-side cognitive limitations. This paper challenges this assumption by suggesting a decision-making process that seamlessly integrates educational interventions, thus supporting informed client decision-making. In the spirit of design science research, the authors take a fresh look at the problems of client education in cooperation with a large Swiss retail bank to derive generalizable requirements, and design a novel IT-supported advice-giving process. An evaluation demonstrates the design’s utility in significantly improving client learning, compared to traditional service encounters. This research extends the current discourse on service encounter design, and seeks to help practitioners to design the financial service encounters of tomorrow.
- ZeitschriftenartikelIntelligent Business Processes in CRM - Exemplified by Complaint Management(Business & Information Systems Engineering: Vol. 60, No. 4, 2018) Zaby, Christopher; Wilde, Klaus D.Customer relationship management (CRM) is becoming a critical source of competitive advantage for businesses today. However, many CRM business processes are deficient and inflexible. For example, many customers are dissatisfied with complaint management. Still, companies seldom systematically adapt the complaint management process. In theory, operational and analytical CRM form a closed loop: analytical CRM uses business intelligence (BI) tools to analyze operational data and the knowledge gained is used for continual optimization of operations. One special approach in establishing this loop is to continually support decision points in operational processes with knowledge from BI. In this way, the use of BI becomes an integral part of business processes, which are then referred to as intelligent business processes. However, in CRM not much is known about this approach. Based on an extensive review of the literature, the study explores the state of theory and practice in the field of intelligent business processes in CRM, with special attention to complaint management because of its considerable importance and application potential. In particular, the conceptual framework of intelligent business processes in CRM is depicted and two implementation options are identified: embedded intelligence and business rules. Focusing on complaint management, evidence on intelligent business processes is systematically documented, weak points are identified, and a research agenda for the shift to more intelligent processes is presented.
- ZeitschriftenartikelFuture Work and Enterprise Systems(Business & Information Systems Engineering: Vol. 60, No. 4, 2018) Brocke, Jan; Maaß, Wolfgang; Buxmann, Peter; Maedche, Alexander; Leimeister, Jan Marco; Pecht, Günter
- ZeitschriftenartikelInteractive Reputation Systems - How to Cope with Malicious Behavior in Feedback Mechanisms(Business & Information Systems Engineering: Vol. 60, No. 4, 2018) Sänger, Johannes; Pernul, GüntherEarly reputation systems use simple computation metrics that can easily be manipulated by malicious actors. Advanced computation models that mitigate their weaknesses, however, are non-transparent to the end-users thus lowering their understandability and the users’ trust towards the reputation system. The paper proposes the concept of interactive reputation systems that combine the cognitive capabilities of the user with the advantages of robust metrics while preserving the system’s transparency. Results of the evaluation show that interactive reputation systems increase both the users’ detection ability (robustness) and understanding of malicious behavior while avoiding trade-offs in usability.
- ZeitschriftenartikelRiding the Digitalization Wave: Toward a Sustainable Nomenclature in Wirtschaftsinformatik - A Comment on Riedl et al. (2017)(Business & Information Systems Engineering: Vol. 60, No. 4, 2018) Mertens, Peter; Wiener, Martin
- ZeitschriftenartikelHow to Exploit the Digitalization Potential of Business Processes(Business & Information Systems Engineering: Vol. 60, No. 4, 2018) Denner, Marie-Sophie; Püschel, Louis Christian; Röglinger, MaximilianProcess improvement is the most value-adding activity in the business process management (BPM) lifecycle. Despite mature knowledge, many approaches have been criticized to lack guidance on how to put process improvement into practice. Given the variety of emerging digital technologies, organizations not only face a process improvement black box, but also high uncertainty regarding digital technologies. This paper thus proposes a method that supports organizations in exploiting the digitalization potential of their business processes. To achieve this, action design research and situational method engineering were adopted. Two design cycles involving practitioners (i.e., managers and BPM experts) and end-users (i.e., process owners and participants) were conducted. In the first cycle, the method’s alpha version was evaluated by interviewing practitioners from five organizations. In the second cycle, the beta version was evaluated via real-world case studies. In this paper, detailed results of one case study, which was conducted at a semiconductor manufacturer, are included.
- ZeitschriftenartikelFog Computing - Complementing Cloud Computing to Facilitate Industry 4.0(Business & Information Systems Engineering: Vol. 60, No. 4, 2018) Matt, Christian
- ZeitschriftenartikelStandard International Trade Classification - From Spreadsheet to OWL-2 Ontology(Business & Information Systems Engineering: Vol. 60, No. 4, 2018) Luttenberger, Norbert; Zedlitz, JesperTrade classifications are a necessary prerequisite for the compilation of trade statistics, and they should – beyond that – be regarded as a valuable base for the definition of shared controlled vocabularies for linked business data that deal with import, export etc. The Standard International Trade Classification (SITC) provided by the UN Statistics Division is a widely used classification mostly applied for scientific and analytical purposes. SITC – as most other trade classifications – is available today only in text or spreadsheet formats. These formats reveal the inner hierarchical structure of SITC to the human reader, because SITC trade codes are built according to the decimal classification scheme, but unfortunately, SITC’s inner structure is opaque to computer applications in text and spreadsheet formats. The paper discusses an approach to set up an OWL-2 ontology for SITC that states subsumption relations between classes of goods. This kind of semantic underpinning of SITC is suited to ease both checking and extending SITC and to derive from it a shared controlled vocabulary for business linked data. Some problems of today’s SITC (among them missing inner nodes of the trade code hierarchy) are carefully discussed, and the paper motivates several decisions that were taken for ontology design. Finally, the study introduces the semantic reasoner as a tool for the (at least partial) automatic derivation of structural information for SITC from the trade code building rule. The paper reports on reasoner runtimes observed for different versions of the SITC ontology and for different versions of the Pellet reasoner.
- ZeitschriftenartikelRobotic Process Automation(Business & Information Systems Engineering: Vol. 60, No. 4, 2018) Aalst, Wil M. P.; Bichler, Martin; Heinzl, Armin