Open Access

Leonhard Frank

• Digitalization has a massive impact on modern live. The way how people interact, communicate and consume is strongly influenced by new – sometimes disruptive – technological innovations. These technological innovations open up new ways of doing business and empower companies to provide tailor made products and services for a very large customer base around the world. But, besides these new opportunities, digitalization comes along with many challenges for companies such as rising market transparency – coming along with an increased competitive pressure on prices – and fast changing customer expectations. As a result, companies often need to develop new products and services that meet the needs of their customers while offering excellent value for money in a global marketplace. The aim of this dissertation is therefore, on the one hand, to shed light on the dependencies between business process design and customer satisfaction - with the aim of providing practitioners with a strategicDigitalization has a massive impact on modern live. The way how people interact, communicate and consume is strongly influenced by new – sometimes disruptive – technological innovations. These technological innovations open up new ways of doing business and empower companies to provide tailor made products and services for a very large customer base around the world. But, besides these new opportunities, digitalization comes along with many challenges for companies such as rising market transparency – coming along with an increased competitive pressure on prices – and fast changing customer expectations. As a result, companies often need to develop new products and services that meet the needs of their customers while offering excellent value for money in a global marketplace. The aim of this dissertation is therefore, on the one hand, to shed light on the dependencies between business process design and customer satisfaction - with the aim of providing practitioners with a strategic orientation on how to combine customer satisfaction and efficient processes. On the other hand, the dissertation deals with important aspects for successful innovations in a digital world.…