TY - CHAP A1 - Wiethölter, Jost A1 - Salingré, Jan A1 - Feldmann, Carsten A1 - Schwanitz, Johannes A1 - Niessing, Jörg ED - Köpke, Julius ED - Plattfaut, Ralf ED - Gdowska, Katarzyna ED - Munoz-Gama, Jorge ED - van der Werf, Jan Martijn ED - López-Pintado, Orlenys ED - Rehse, Jana-Rebecca ED - Gonzalez-Lopez, Fernanda ED - Smit, Koen T1 - Exploring Customer Journey Mining and RPA: Prediction of Customers’ Next Touchpoint T2 - Business Process Management: Blockchain, Robotic Process Automation and Educators Forum N2 - In-depth analysis of customer journeys to broaden the understanding of customer behaviors and expectations in order to improve the customer experience is considered highly relevant in modern business practices. Recent studies predominantly focus on retrospective analysis of customer data, whereas more forward-directed concepts, namely predictions, are rarely addressed. Additionally, the integration of robotic process automation (RPA) to potentially increase the efficiency of customer journey analysis is not discussed in the current field of research. To fill this research gap, this paper introduces “customer journey mining”. Process mining techniques are applied to leverage digital customer data for accurate prediction of customer movements through individual journeys, creating valuable insights for improving the customer experience. Striving for improved efficiency, the potential interplay of RPA and customer journey mining is examined accordingly. The research methodology followed is based on a design science research process. An initially defined customer journey mining artifact is operationalized through an illustrative case study. This operationalization is achieved by analyzing a log file of an online travel agency functioning as an orientation for researchers and practitioners while also evaluating the initially defined framework. The data is used to train seven distinct prediction models to forecast the touchpoint a customer is most likely to visit next. Gradient-boosted trees yield the highest prediction accuracy with 43.1%. The findings further indicate technical suitability for RPA implementation, while financial viability is unlikely. KW - Customer Journey Mining KW - Customer Journey Mapping KW - Robotic Process Automation KW - Process Mining KW - Prediction Y1 - 2023 UR - https://link.springer.com/chapter/10.1007/978-3-031-43433-4_12#Abs1 SN - 978-3-031-43432-7 U6 - http://dx.doi.org/https://doi.org/10.1007/978-3-031-43433-4 SN - 1865-1348 SP - 181 EP - 196 PB - Springer ER - TY - CHAP A1 - Wesbuer, Annika A1 - Kurzhals, Kerstin A1 - Uude, Katrin T1 - Framework for university-society co-creation. T2 - Continuous Innovation Network Conference Y1 - 2022 CY - Pisa, Italy ER - TY - CHAP A1 - Wesbuer, Annika A1 - Kurzhals, Kerstin A1 - Uude, Katrin T1 - USC Ecosystem: A Comprehensive Framework for university-society co-creation T2 - University-Industry Interaction Conference 2022 Y1 - 2022 CY - Amsterdam, Netherlands ER - TY - CHAP A1 - Wasserman, Michael A1 - Fisher, Sandra ED - Bissola, Rita ED - Imperatori, Barbara T1 - “Mind the Gap”: A Human Resource Management Perspective on Virtual Reality Training T2 - Proceedings of the 7th International E-HRM Conference: HRM 4.0 for Human-Centered Organizations N2 - Virtual reality (VR) is starting to realize some of its promise as a tool to improve training effectiveness. However, research on VR for training and development is limited. Existing theories and models relating to organizational training and learning are infrequently used in the VR literature. A greater understanding of why VR works in the training context would help training designers create effective programs that leverage this continuously developing technology. This paper provides a typology of VR technologies specifically relevant to HR and integrates HR training frameworks and theory into findings on VR training from these other literatures. We specifically focus on immersive VR technology and seek to better understand reasons for the effectiveness of VR technologies for both training and assessment. We review findings, integrate related streams of research, and offer guideposts for those contemplating VR implementation in four important areas: training reactions in a VR context, VR-specific learning outcomes, opportunities for assessment using VR, and the effect of VR on training transfer. We conclude the paper by identifying a VR-training agenda for HR researchers. Y1 - 2018 SP - 227 EP - 247 PB - Università Cattolica del Sacro Cuore CY - Milan, Italy ER - TY - CHAP A1 - Vallée, Franz A1 - Schulz, Colin A1 - Robert, Julia T1 - Getting rid of fixed delivery areas: the implications of dynamic vehicle routing on a German parcel delivery company T2 - Proceedings of the World Conference on Transport Research (WCTR) 2019 Y1 - 2019 CY - Mumbai ER - TY - CHAP A1 - Thesing, Theo A1 - Feldmann, Carsten A1 - Burchardt, Martin T1 - Agile versus Waterfall Project Management: Decision Model for Selecting the Appropriate Approach to a Project T2 - ProjMAN – International Conference on Project Management 2020, Procedia Computer Science 181 (2021) Y1 - 2021 U6 - http://dx.doi.org/10.1016/j.procs.2021.01.227 SP - 746 EP - 756 ER - TY - CHAP A1 - Tackenberg, Sven A1 - Jungkind, Wilfried A1 - Feldmann, Carsten A1 - Appelfeller, Wieland ED - Padoano, Elio ED - Villmer, Franz-Josef T1 - Digital Transformation of Companies: Experience Gained in the Implementation of an IoT Check T2 - 9th International Conference on Production Engineering and Management (PEM) 2019, Proceedings Y1 - 2019 SN - 978-3-946856-04-7 SP - 281 EP - 290 CY - Triest, Lemgo ER - TY - CHAP A1 - Stek, Klaas A1 - Zunk, Bernd Markus A1 - Delke, Vincent A1 - Schiele, Holger T1 - Addressing the gap between employees’ needs and learning objectives in purchasing & supply management (PSM study programs; a student-centered learning approach T2 - Proceedings 12th INTED conference N2 - This paper focusses on effective teaching and learning methods in the context of a larger project that aims to align objectives in higher education with employer requirements in the field of purchasing and supply management (PSM). The reason is that little is known about which specific skills and competencies of PSM professionals are needed outside academia and which learning objective higher education should incorporate to meet the practical PSM requirements of firms and organisations. Practice as well as literature share the understanding that PSM professionals need a well-balanced mixture of knowledge and soft-skills: the merely explicit know-what (codified knowledge), know-why (theory), know-how (method) and inter- & intrapersonal soft skills. Y1 - 2018 CY - Valencia, Spain ER - TY - CHAP A1 - Sormani, Eva A1 - Chak, Choiwai Maggie T1 - Bringing Society Back: A playbook to re-connect science and community, presentation at University-Industry Interaction Conference 2019 (18-20.06.2019) Y1 - 2019 ER - TY - CHAP A1 - Sormani, Eva A1 - Baaken, Marieke A1 - Baaken, Thomas A1 - Stroila, Iulia T1 - Nudging in the Context of Fostering Student Entrepreneurship as Part of the Third Mission of Higher Education Institutions T2 - High Tech Small Firm Conference 2019, (27-28.05.2019) Y1 - 2019 ER -