Relationship Process Map in services: a tool to enhance the management of relationship interactions
Valuing regular customers is key to building strong, lasting relationships. This creates loyalty and allows companies to offer personalized service and anticipate future needs. However, the available service management tools do not consider how interactions are shaped and how the information record...
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| Format: | Article |
| Language: | English |
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Universidade Nove de Julho - Uninove
2025-02-01
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| Series: | Exacta |
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| Online Access: | https://periodicos.uninove.br/exacta/article/view/26677 |
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| author | Noel Torres Júnior Dario Ikuo Miyake Victor de Oliveira Campello Pedro Henrique Pereira de Castro |
| author_facet | Noel Torres Júnior Dario Ikuo Miyake Victor de Oliveira Campello Pedro Henrique Pereira de Castro |
| author_sort | Noel Torres Júnior |
| collection | DOAJ |
| description |
Valuing regular customers is key to building strong, lasting relationships. This creates loyalty and allows companies to offer personalized service and anticipate future needs. However, the available service management tools do not consider how interactions are shaped and how the information recorded during continuous and medium to long-term relationships. This article proposes a tool called "Relationship Process Map" (RPM) that aims to describe the service process, considering how the relationship is formed. The RPM tool helps manage services by depicting the company's customer relationship. It identifies the recorded actions and suggests changes to improve customer relationship management. It can be used to improve service quality management and provide a rational basis for external marketing. The RPM tool highlights that it can identify deficiencies in the service process and gaps in monitoring customer interactions, which can help develop new checking mechanisms to strengthen monitoring practices.
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| format | Article |
| id | doaj-art-bbac24e33c11409090e7e0fc644e26a9 |
| institution | DOAJ |
| issn | 1678-5428 1983-9308 |
| language | English |
| publishDate | 2025-02-01 |
| publisher | Universidade Nove de Julho - Uninove |
| record_format | Article |
| series | Exacta |
| spelling | doaj-art-bbac24e33c11409090e7e0fc644e26a92025-08-20T02:45:46ZengUniversidade Nove de Julho - UninoveExacta1678-54281983-93082025-02-0110.5585/2025.26677Relationship Process Map in services: a tool to enhance the management of relationship interactionsNoel Torres Júnior0https://orcid.org/0000-0001-5629-3592Dario Ikuo Miyake1https://orcid.org/0000-0002-9452-1338Victor de Oliveira Campello2https://orcid.org/0009-0001-0015-1891Pedro Henrique Pereira de Castro3https://orcid.org/0009-0002-7261-328XFederal University of Minas Gerais, Department of Administrative Sciences, Belo Horizonte, MG, BrazilUniversity of São Paulo, São Paulo, SP, BrazilFederal University of Minas Gerais, Belo Horizonte, MG, BrazilFederal University of Minas Gerais, Belo Horizonte, MG, Brazil Valuing regular customers is key to building strong, lasting relationships. This creates loyalty and allows companies to offer personalized service and anticipate future needs. However, the available service management tools do not consider how interactions are shaped and how the information recorded during continuous and medium to long-term relationships. This article proposes a tool called "Relationship Process Map" (RPM) that aims to describe the service process, considering how the relationship is formed. The RPM tool helps manage services by depicting the company's customer relationship. It identifies the recorded actions and suggests changes to improve customer relationship management. It can be used to improve service quality management and provide a rational basis for external marketing. The RPM tool highlights that it can identify deficiencies in the service process and gaps in monitoring customer interactions, which can help develop new checking mechanisms to strengthen monitoring practices. https://periodicos.uninove.br/exacta/article/view/26677relationship process maprelationship in servicequality of relationshipservice representation toolsdigital transformation |
| spellingShingle | Noel Torres Júnior Dario Ikuo Miyake Victor de Oliveira Campello Pedro Henrique Pereira de Castro Relationship Process Map in services: a tool to enhance the management of relationship interactions Exacta relationship process map relationship in service quality of relationship service representation tools digital transformation |
| title | Relationship Process Map in services: a tool to enhance the management of relationship interactions |
| title_full | Relationship Process Map in services: a tool to enhance the management of relationship interactions |
| title_fullStr | Relationship Process Map in services: a tool to enhance the management of relationship interactions |
| title_full_unstemmed | Relationship Process Map in services: a tool to enhance the management of relationship interactions |
| title_short | Relationship Process Map in services: a tool to enhance the management of relationship interactions |
| title_sort | relationship process map in services a tool to enhance the management of relationship interactions |
| topic | relationship process map relationship in service quality of relationship service representation tools digital transformation |
| url | https://periodicos.uninove.br/exacta/article/view/26677 |
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