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A Business Process Analysis Methodology Based on Process Mining for Complaint Handling Service Processes

https://doi.org/10.3390/app9163313
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What this work says

Outgoing claims: the papers this work cites, builds on, or argues with.

inferredcites →https://doi.org/10.1007/978-3-319-19069-3_19openalex-snapshot
PM$$^2$$: A Process Mining Project Methodology
inferredcites →https://doi.org/10.1007/978-3-319-19509-4_11openalex-snapshot
Workload and Delay Analysis in Manufacturing Process Using Process Mining
inferredcites →https://doi.org/10.1007/978-3-319-39696-5_10openalex-snapshot
A Visual Approach to Spot Statistically-Significant Differences in Event Logs Based on Process Metrics
inferredcites →https://doi.org/10.1007/978-3-319-59336-4_18openalex-snapshot
Business Process Comparison: A Methodology and Case Study
inferredcites →https://doi.org/10.1007/978-3-319-74225-0_51openalex-snapshot
Applying Process Mining in Manufacturing and Logistic for Large Transaction Data
inferredcites →https://doi.org/10.1007/978-3-540-75183-0_24openalex-snapshot
Fuzzy Mining – Adaptive Process Simplification Based on Multi-perspective Metrics
inferredcites →https://doi.org/10.1007/978-3-642-28616-2openalex-snapshot
Business Process Management
inferredcites →https://doi.org/10.1007/978-3-662-46436-6_6openalex-snapshot
Comparative Process Mining in Education: An Approach Based on Process Cubes
inferredcites →https://doi.org/10.1007/978-3-662-49851-4openalex-snapshot
Process Mining: Data Science in Action
inferredcites →https://doi.org/10.1007/s11628-015-0295-9openalex-snapshot
Can complaint-handling efforts promote customer engagement?
inferredcites →https://doi.org/10.1016/j.aap.2015.01.016openalex-snapshot
Do not blame the driver: A systems analysis of the causes of road freight crashes
inferredcites →https://doi.org/10.1016/j.chb.2017.04.016openalex-snapshot
Complaint handling on social media: The impact of multiple response times on consumer satisfaction
inferredcites →https://doi.org/10.1016/j.cie.2016.05.010openalex-snapshot
Domain-driven actionable process model discovery
inferredcites →https://doi.org/10.1016/j.compind.2012.09.010openalex-snapshot
Process Mining for the multi-faceted analysis of business processes—A case study in a financial services organization
inferredcites →https://doi.org/10.1016/j.eswa.2011.04.159openalex-snapshot
A business process mining application for internal transaction fraud mitigation
inferredcites →https://doi.org/10.1016/j.infsof.2009.08.004openalex-snapshot
Seven process modeling guidelines (7PMG)
inferredcites →https://doi.org/10.1016/j.ress.2018.03.003openalex-snapshot
Application of a process mining technique to identifying information navigation characteristics of human operators working in a digital main control room – feasibility study
inferredcites →https://doi.org/10.1016/j.ssci.2011.11.009openalex-snapshot
Systems-based accident analysis methods: A comparison of Accimap, HFACS, and STAMP
inferredcites →https://doi.org/10.1016/j.ssci.2018.05.001openalex-snapshot
Tower crane safety on construction sites: A complex sociotechnical system perspective
inferredcites →https://doi.org/10.1016/s0925-7535(97)00052-0openalex-snapshot
Risk management in a dynamic society: a modelling problem
inferredcites →https://doi.org/10.1080/00140139.2010.489966openalex-snapshot
Systems-based accident analysis in the led outdoor activity domain: application and evaluation of a risk management framework
inferredcites →https://doi.org/10.1080/17517575.2018.1442933openalex-snapshot
A service governance mechanism based on process mining for cloud-based applications
inferredcites →https://doi.org/10.1108/14637150810849373openalex-snapshot
A review of business process mining: state‐of‐the‐art and future trends
inferredcites →https://doi.org/10.1108/jeim-01-2017-0003openalex-snapshot
Analysis of production planning in a global manufacturing company with process mining
inferredcites →https://doi.org/10.1109/tsc.2012.25openalex-snapshot
Service Mining: Using Process Mining to Discover, Check, and Improve Service Behavior
inferredcites →https://doi.org/10.1109/tsmcc.2007.905812openalex-snapshot
Business Process Analysis and Optimization: Beyond Reengineering
inferredcites →https://doi.org/10.1145/2723576.2723628openalex-snapshot
A process mining approach to linking the study of aptitude and event facets of self-regulated learning
inferredcites →https://doi.org/10.1166/jctn.2019.7882openalex-snapshot
Optimizing Data Quality Issues in Process Mining to Maximize Valuable Customer Service
inferredcites →https://doi.org/10.1177/109467059800100106openalex-snapshot
An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters
inferredcites →https://doi.org/10.14778/2977797.2977798openalex-snapshot
Cleaning timestamps with temporal constraints
inferredcites →https://doi.org/10.1509/jmkg.69.3.95.66367openalex-snapshot
How Organizational Complaint Handling Drives Customer Loyalty: An Analysis of the Mechanistic and the Organic Approach
inferredcites →https://doi.org/10.2307/1252174openalex-snapshot
The Service Encounter: Diagnosing Favorable and Unfavorable Incidents
inferredcites →https://doi.org/10.3115/1119250.1119280openalex-snapshot
HHMM-based Chinese lexical analyzer ICTCLAS
inferredcites →https://doi.org/10.3390/app7030302openalex-snapshot
Question-Driven Methodology for Analyzing Emergency Room Processes Using Process Mining
inferredcites →https://doi.org/10.3390/app8060894openalex-snapshot
A Goal-Driven Evaluation Method Based On Process Mining for Healthcare Processes
inferredcites →https://doi.org/10.4258/hir.2013.19.1.42openalex-snapshot
Discovery of Outpatient Care Process of a Tertiary University Hospital Using Process Mining

What points at this work

Incoming claims: where this work appears in other papers’ reference lists and arguments.

inferred← citeshttps://doi.org/10.2139/ssrn.4690886openalex-extracted
Process Mining in Manufacturing and Logistics: A Systematic Mapping and New Taxonomy Proposal
inferred← citeshttps://doi.org/10.1007/978-3-030-62784-3_35openalex-snapshot
Process Mining Research in Management Science and Engineering Fields: The Period of 2010–2019
inferred← citeshttps://doi.org/10.1007/s12083-020-01059-1openalex-snapshot
A uniformization-based approach to preserve individuals’ privacy during process mining analyses
inferred← citeshttps://doi.org/10.1016/j.procir.2025.01.004openalex-snapshot
Uncovering the potential and pitfalls of Process Mining in manufacturing
inferred← citeshttps://doi.org/10.1108/tqm-10-2023-0340openalex-snapshot
Business process improvements using SERVQUAL, FMEA and text-mining methods for processing the voice of customer
inferred← citeshttps://doi.org/10.1109/icebe55470.2022.00031openalex-snapshot
Towards an Agile Approach for Business Process Reengineering
inferred← citeshttps://doi.org/10.1111/padm.13038openalex-snapshot
Assessing Omnichannel Service Quality in the Public Sector
inferred← citeshttps://doi.org/10.1371/journal.pone.0281836openalex-snapshot
RETRACTED: Analysis the patients’ careflows using process mining
inferred← citeshttps://doi.org/10.15446/innovar.v35n97.102236openalex-snapshot
Convergencia entre la gestión de riesgos y la gestión por procesos: una revisión de la literatura
inferred← citeshttps://doi.org/10.29244/jcs.10.1.145-172openalex-snapshot
Exploring the Impact of Perceived Justice and Complaint Handling Satisfaction on Trust and Commitment in Indonesia's E-commerce Fashion Sector
inferred← citeshttps://doi.org/10.3390/app10041493openalex-snapshot
Functional Integration with Process Mining and Process Analyzing for Structural and Behavioral Properness Validation of Processes Discovered from Event Log Datasets
inferred← citeshttps://doi.org/10.3390/app10103535openalex-snapshot
A Combined Use of TRIZ Methodology and Eco-Compass tool as a Sustainable Innovation Model
inferred← citeshttps://doi.org/10.3390/fi13100243openalex-snapshot
Automated Business Goal Extraction from E-mail Repositories to Bootstrap Business Understanding
inferred← citeshttps://doi.org/10.34190/eckm.24.1.1258openalex-snapshot
Data Framework for Retrieving Failure Information from Earlier Plant Engineering Projects
inferred← citeshttps://doi.org/10.5220/0010578600002997openalex-snapshot
A Classification of Process Mining Bottleneck Analysis Techniques for Operational Support
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