Purpose This paper aims to investigate the impact of business process reengineering on
organizational performance in the Malaysian electronics manufacturing industry during the …

The service productivity literature has grown remarkably over the last two decades and has
gathered substantial knowledge. However, with the gradual acceleration of knowledge …

This paper presents an empirically validated framework of business process management
(BPM) to enable the pursuit of BPM theory. Phase 1 of the research focused on the …

Creating positive image of the destination through internet and social media and improve
the image can affect tourists satisfaction and their intention to revisit the destination. The aim …

The resource-based view of the organisation has argued that organisations are unlikely to
yield superior performance if they operate business process management (BPM) resources …

Business Process Management (BPM) in recent years has become a highest priority area for
most organizations. Since this concept is multidisciplinary, success in this endeavour …

Few empirical studies have been conducted to explore how customer-to-customer
interactions (CCI) affect satisfaction, loyalty, and word-of-mouth (WOM) behaviors in the …

The term 'end-to-end'process management is now commonplace in the language and
practice of operations. Managers are encouraged to migrate from functional process …

Enterprise risk management (ERM) is a new management concept fast ascending the
corporate agenda globally. Its relevancy and popularity as a management technique are …

Purpose–The purpose of this paper is to examine the perceived impact of outsourcing on
customer service management. Design/methodology/approach–The examination was …