Identifying e-Service Potential from Business Process Models: A Theory Nexus Approach

Abstract

The purpose of this study is to develop a method for analyzing business processes for their e-service potential. First, we develop a theory nexus instantiation that provides analysts and designers with a comprehensive theoretical overview on various theoretical lenses that can be applied to e-services. Based on these insights, we design a method for identifying the e-service potential of business processes based on analyzing business process models. The method comprises five sub-steps: First the perspectives of the analysis are defined. Second, modeling language constructs are designed as representation of the theoretical lens applied for the analysis. Third, a set of key questions for analyzing the activities contained in a business process model is derived based on kernel theories. Fourth, the method is integrated into the meta model of a business process modeling language. Fifth, the identification itself is performed by analyzing the activities contained in a business process model with the key questions. In addition, the results are validated in a demonstration and evaluation step. We show the applicability and utility of the proposed method by applying it on a networked business process for conducting coupon promotion campaigns in a retail network setting.