Analytics-based service perspective on customer value and business process management: evidence from transportation service

This paper investigates customer value and business process management from the analytics-based service (ABS) view. ABS uses business analytics to support better-informed decision-making, which benefits service customers and providers. Applying descriptive/diagnostic analytics to service encounters and predictive/prescriptive analytics to post-service may improve business process management. This paper conducted predictive analytics (e.g. regression) and diagnostic analytics (e.g. bigram natural language processing), examining the mechanism to create customer value (e.g. net promoter score) and assessing customer-frontline employee interactions in business processes. This approach helps contextualize diverse and plural relationships between the service customer and provider as an enabler for design thinking. ABS may inform problem exploration with predictive analytics to identify predictors for outperforming or underperforming customer value metrics, problem definition and practice analysis with diagnostic analytics on business process scripts, and developing remedies based on prescriptive analytics powered by simulations and optimizations.