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Ragnhild Halvorsrud

Senior Scientist

Ragnhild Halvorsrud

Senior Scientist

Ragnhild Halvorsrud
Phone: +47 977 38 883
Mobile: +47 977 38 883
Department: Software and Service Innovation
Office: Oslo

Publications and responsibilities

Publications

Publication

Improving service quality through customer journey analysis

http://www.sintef.no/en/publications/publication/?pubid=CRIStin+1406379

Purpose: The purpose of this paper is to propose a framework based on customer journeys for a structured portrayal of service delivery from the customer’s point of view. The paper also introduces customer journey analysis (CJA) for empirical investigation of individual service experiences in a multi...

Year 2016
Type Journal article
Publication

Evaluation of a modelling language for customer journeys

http://www.sintef.no/en/publications/publication/?pubid=CRIStin+1407478

We report on an evaluation of the Customer Journey Modelling Language (CJML) for documenting and visualizing a service process from the customer's perspective. The target group is employees in service organizations. We present a modelling toolkit and a scenario-based procedure that was used during t...

Year 2016
Type Conference paper/Book chapter
Publication

Supporting Redesign of C2C Services Through Customer Journey Mapping

http://www.sintef.no/en/publications/publication/?pubid=CRIStin+1361725

It is challenging for service companies to obtain a detailed overview of their customers’ end-to-end service delivery processes. This paper extends previous work on a structured approach for modelling customer journeys to encompass complex, technology-driven service systems. We report on how the app...

Year 2016
Type Conference paper/Book chapter
Publication

A Visual Language for the Modelling of Service Delivery Processes to Support Business Processes Management

http://www.sintef.no/en/publications/publication/?pubid=CRIStin+1309924

Business process management aims to align the business processes of an organisation with customers’ needs. Such alignment is of particular importance for services and requires a good understanding of the interactions among the actors involved. Although several process modelling languages and a servi...

Year 2015
Type Journal article
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