IDEAS home Printed from https://ideas.repec.org/a/aes/infoec/v14y2010i3p189-198.html
   My bibliography  Save this article

Business Process Management in Service-Oriented Companies

Author

Listed:
  • Simona KLEINHEMPEL
  • Stefan Ioan NITCHI
  • Lucia RUSU

Abstract

This paper presents the business model of a call center company including human resource management features. Starting from several approaches of business model definitions, we adopted a model for a service-oriented company. Based on the system objective, function, component modules and key indicators of Telmar software we analyzed a call centre company, using aggregated data from this software and determined human resource dynamics for past three years and key management indicators in two campaigns.

Suggested Citation

  • Simona KLEINHEMPEL & Stefan Ioan NITCHI & Lucia RUSU, 2010. "Business Process Management in Service-Oriented Companies," Informatica Economica, Academy of Economic Studies - Bucharest, Romania, vol. 14(3), pages 189-198.
    • Handle: RePEc:aes:infoec:v:14:y:2010:i:3:p:189-198
    as

    Download full text from publisher

    File URL: http://revistaie.ase.ro/content/55/2007%20-%20Kleinhempel,%20Nitchi,%20Rusu.pdf
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Nagesh N. Murthy & Goutam N. Challagalla & Leslie H. Vincent & Tasadduq A. Shervani, 2008. "The Impact of Simulation Training on Call Center Agent Performance: A Field-Based Investigation," Management Science, INFORMS, vol. 54(2), pages 384-399, February.
    2. Morris, Michael & Schindehutte, Minet & Allen, Jeffrey, 2005. "The entrepreneur's business model: toward a unified perspective," Journal of Business Research, Elsevier, vol. 58(6), pages 726-735, June.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Marek Jóźwiak & Patrycja Sieg, 2021. "Tourism Development in Post-Industrial Facilities as a Regional Business Model," Sustainability, MDPI, vol. 13(4), pages 1-16, February.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Pires, Guilherme D. & Dean, Alison & Rehman, Muqqadas, 2015. "Using service logic to redefine exchange in terms of customer and supplier participation," Journal of Business Research, Elsevier, vol. 68(5), pages 925-932.
    2. Mingfeng Tang & Grace Sheila Walsh & Cuiwen Li & Angathevar Baskaran, 2021. "Exploring technology business incubators and their business incubation models: case studies from China," The Journal of Technology Transfer, Springer, vol. 46(1), pages 90-116, February.
    3. Alderighi, Marco & Cento, Alessandro & Nijkamp, Peter & Rietveld, Piet, 2012. "Competition in the European aviation market: the entry of low-cost airlines," Journal of Transport Geography, Elsevier, vol. 24(C), pages 223-233.
    4. Sarel Gronum & John Steen & Martie-Louise Verreynne, 2016. "Business model design and innovation: Unlocking the performance benefits of innovation," Australian Journal of Management, Australian School of Business, vol. 41(3), pages 585-605, August.
    5. Richard Hunt & Lauren Ortiz-Hunt, 2018. "Deinstitutionalization through Business Model Evolution: Women Entrepreneurs in the Middle East and North Africa," Chapters, in: Ladislav Mura (ed.), Entrepreneurship - Development Tendencies and Empirical Approach, IntechOpen.
    6. Albøge, Kristian Groth & Andersen, Jesper Gyldenlev & Lueg, Rainer & Nielsen, Kristian Posselt, 2015. "A framework for business model development in technology-driven start-ups," Die Unternehmung - Swiss Journal of Business Research and Practice, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 69(1), pages 67-80.
    7. Matthias Filser & Sascha Kraus & Matthias Breier & Ioanna Nenova & Kaisu Puumalainen, 2021. "Business model innovation: Identifying foundations and trajectories," Business Strategy and the Environment, Wiley Blackwell, vol. 30(2), pages 891-907, February.
    8. Karla Münzel & Wouter Boon & Koen Frenken & Taneli Vaskelainen, 2018. "Carsharing business models in Germany: characteristics, success and future prospects," Information Systems and e-Business Management, Springer, vol. 16(2), pages 271-291, May.
    9. Mara Del Baldo & Maria-Gabriella Baldarelli, 2017. "Renewing and improving the business model toward sustainability in theory and practice," International Journal of Corporate Social Responsibility, Springer, vol. 2(1), pages 1-13, December.
    10. Sauermann, Jan, 2015. "Worker Reciprocity and the Returns to Training: Evidence from a Field Experiment," IZA Discussion Papers 9179, Institute of Labor Economics (IZA).
    11. Agnes Asemokha & Jackson Musona & Lasse Torkkeli & Sami Saarenketo, 2019. "Business model innovation and entrepreneurial orientation relationships in SMEs: Implications for international performance," Journal of International Entrepreneurship, Springer, vol. 17(3), pages 425-453, September.
    12. Massa, Silvia & Testa, Stefania, 2011. "Beyond the conventional-specialty dichotomy in food retailing business models: An Italian case study," Journal of Retailing and Consumer Services, Elsevier, vol. 18(5), pages 476-482.
    13. Päivi Jokela & Maria Elo, 2015. "Developing Innovative Business Models in Social Ventures," Journal of Entrepreneurship, Management and Innovation, Fundacja Upowszechniająca Wiedzę i Naukę "Cognitione", vol. 11(1), pages 103-118.
    14. Qingfeng Tian & Shuo Zhang & Huimin Yu & Guangming Cao, 2019. "Exploring the Factors Influencing Business Model Innovation Using Grounded Theory: The Case of a Chinese High-End Equipment Manufacturer," Sustainability, MDPI, vol. 11(5), pages 1-16, March.
    15. Douglas, Evan J., 2013. "Reconstructing entrepreneurial intentions to identify predisposition for growth," Journal of Business Venturing, Elsevier, vol. 28(5), pages 633-651.
    16. Broccardo, Laura & Vola, Paola & Zicari, Adrian & Alshibani, Safiya Mukhtar, 2023. "Contingency-based analysis of the drivers and obstacles to a successful sustainable business model: Seeking the uncaptured value," Technological Forecasting and Social Change, Elsevier, vol. 191(C).
    17. Cinzia Battistella & Gianluca Murgia & Fabio Nonino, 2021. "Free-driven web-based business models," Electronic Commerce Research, Springer, vol. 21(2), pages 445-486, June.
    18. Laudien, Sven M. & Manuel Guaita Martínez, José & María Martín Martín, José, 2023. "Business models based on sharing fashion and accessories: Qualitative-empirical insights into a new type of sharing economy business models," Journal of Business Research, Elsevier, vol. 157(C).
    19. Bouncken, Ricarda B. & Fredrich, Viktor, 2016. "Good fences make good neighbors? Directions and safeguards in alliances on business model innovation," Journal of Business Research, Elsevier, vol. 69(11), pages 5196-5202.
    20. Amandine Maus & Sylvie Sammut, 2018. "Business model innovation in incubators: the role played by dynamic capabilities theory," Post-Print hal-02466175, HAL.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:aes:infoec:v:14:y:2010:i:3:p:189-198. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Paul Pocatilu (email available below). General contact details of provider: https://edirc.repec.org/data/aseeero.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.