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Benevolent Business Processes - Design Guidelines Beyond Transactional Value

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Business Process Management (BPM 2023)

Part of the book series: Lecture Notes in Computer Science ((LNCS,volume 14159))

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Abstract

The academic and professional BPM discipline is concentrated on process performance and conformance. However, changing consumer demand patterns, ESG requirements and concepts such as conscious capital have increased the pressure to create more than ‘transactional value’ from business processes. One such consequence is the requirement to provide trusted processes and the embedded request for benevolence. A benevolent process prioritizes customers’ demands over providers’ interests. Following a Design Science approach and informed by primary data collected from three large service organisations and related secondary data, this paper presents eight design guidelines, grouped in four pairs, for benevolent processes. These design guidelines conceptualise an entirely new set of process aims and have the potential to initiate BPM research and professional practice exceeding common transactional value propositions.

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Authors and Affiliations

  1. Centre for Future Enterprise, Queensland University of Technology, Brisbane, Australia

    Michael Rosemann, Nadine Ostern, Marleen Voss & Wasana Bandara

Authors
  1. Michael Rosemann
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  2. Nadine Ostern
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  3. Marleen Voss
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  4. Wasana Bandara
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Corresponding author

Correspondence to Michael Rosemann .

Editor information

Editors and Affiliations

  1. University of Trento, Trento, Italy

    Chiara Di Francescomarino

  2. Technical University of Denmark, Kgs. Lyngby, Denmark

    Andrea Burattin

  3. TU Dortmund University, Dortmund, Germany

    Christian Janiesch

  4. The University of Queensland, Brisbane, QLD, Australia

    Shazia Sadiq

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Rosemann, M., Ostern, N., Voss, M., Bandara, W. (2023). Benevolent Business Processes - Design Guidelines Beyond Transactional Value. In: Di Francescomarino, C., Burattin, A., Janiesch, C., Sadiq, S. (eds) Business Process Management. BPM 2023. Lecture Notes in Computer Science, vol 14159. Springer, Cham. https://doi.org/10.1007/978-3-031-41620-0_26

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  • DOI: https://doi.org/10.1007/978-3-031-41620-0_26

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-031-41619-4

  • Online ISBN: 978-3-031-41620-0

  • eBook Packages: Computer ScienceComputer Science (R0)

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