Domain engineering for customer experience management

Benzarti, Imen; Mili, Hafedh; Carvalho, Renata Medeiros de; Leshob, Abderrahmane

doi:10.1007/s11334-021-00426-2

Cited by 4 publications

(1 citation statement)

References 28 publications

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“…When it comes to MCDM procedures, no guidelines exist for deciding the number of respondents. As TOPSIS is not based on statistics, a modest sample size was adequate [44,45,46]. In the opinion of Dyadyura [47], MCDM such as TOPSIS and AHP (Analytic Hierarchical Process) are scientifically applicable and do not require a large sample size.…”

Section: Data Collectionmentioning

confidence: 99%

Customer Knowledge Management in Enterprise Software Development Companies: Organizational, Human and Technological Perspective

Khosravi¹,

Rajabzadeh²,

Залога

et al. 2022

Management Systems in Production Engineering

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In this study, Knowledge-Based View (KBV) and Theory of Technology in a Generic Customer Knowledge Management (CKM) Framework were assimilated to demonstrate the Organizational, Human and Technological antecedent factors that enable CKM processes to improve software product quality. A Theoretical CKM Framework was developed by extracting Human, Organizational and Technological factors from the literature, then, the “Technique for Order of Preference by Similarity to Ideal Solution” (TOPSIS) Multi-Criteria Decision Making (MCDM) method was applied to find the importance level of factors to CKM development in software companies. The weight and priority of factors were determined by 31 experts in enterprise software development companies. The results show that, from an expert viewpoint, CKM antecedent factors are categorized into high priority and low priority groups. Organizational factors such as “Customer Involvement”, “Customer-Centric Culture” and “CKM Strategy Development” are high priority.

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Section: Data Collectionmentioning

confidence: 99%

Customer Knowledge Management in Enterprise Software Development Companies: Organizational, Human and Technological Perspective

Khosravi¹,

Rajabzadeh²,

Залога

et al. 2022

Management Systems in Production Engineering

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show abstract

Involving users in the development of a modeling language for customer journeys

et al. 2023

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Although numerous methods for handling the technical aspects of developing domain-specific modeling languages (DSMLs) have been formalized, user needs and usability aspects are often addressed late in the development process and in an ad hoc manner. To this concern, this paper presents the development of the customer journey modeling language (CJML), a DSML for modeling service processes from the end-user’s perspective. Because CJML targets a wide and heterogeneous group of users, its usability can be challenging to plan and assess. This paper describes how an industry-relevant DSML was systematically improved by using a variety of user-centered design techniques in close collaboration with the target group, whose feedback was used to refine and evolve the syntax and semantics of CJML. We also suggest how a service-providing organization may benefit from adopting CJML as a unifying language for documentation purposes, compliance analysis, and service innovation. Finally, we distill what we learned into general lessons and methodological guidelines.

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Improved Particle Swarm Optimization Algorithm in Multi-Objective Optimization System of Engineering Management

Tang

2023

2023 Asia-Europe Conference on Electronics, Data Processing and Informatics (ACEDPI)

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Domain engineering for customer experience management

Cited by 4 publications

References 28 publications

Customer Knowledge Management in Enterprise Software Development Companies: Organizational, Human and Technological Perspective

Customer Knowledge Management in Enterprise Software Development Companies: Organizational, Human and Technological Perspective

Involving users in the development of a modeling language for customer journeys

Improved Particle Swarm Optimization Algorithm in Multi-Objective Optimization System of Engineering Management

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