Business Process Management Journal最新文献

Purpose

Although improving customer experience (CX) has always been one of the top priorities of business process management (BPM), the evidence on the actual contribution made by traditional BPM to improving CX and customer experience management (CXM) is mixed. Recently, new and enhanced capability areas have been added to the traditional BPM frameworks, yet it is unclear which of them contribute to CXM. Moreover, it is not known which of them are necessary and which are sufficient conditions. The aim of this research is to shed light on the research gap concerning which BPM capabilities, especially new and enhanced ones, are relevant to CXM.

Design/methodology/approach

Quantitative data from 268 medium and large companies in 3 EU countries were analysed using hierarchical linear regression analysis and necessary condition analysis.

Findings

The results show that traditional BPM capabilities are a necessary condition for CXM, but with minor significance. Most highly significant necessary conditions and also most highly or medium significant sufficient conditions belong to the People or Culture area. Agile Process Improvement is the only new or enhanced BPM capability area in the Methods/IT area that is a necessary and also a sufficient condition for CXM maturity. Advanced Process Digitalisation was identified as neither a significant necessary nor a sufficient condition for CXM.

Originality/value

This research contributes to better understanding of the role played by BPM for CXM, where previous research provides mixed results.

Purpose

To paint a more comprehensive picture of organizational ambidexterity in the hotel industry, the purpose of this study is to investigate how and when to develop a dual operating system following a theoretical rationale supported by the three-stage model of creativity and organization support theory.

Design/methodology/approach

Survey-based research strategy and questionnaire-based data collection techniques have been used in the current study. data was randomly collected from human resource managers of 16 four-star and five-star hotels. The 200 questionnaires were distributed, out of which 182 usable questionnaires were analyzed using “PROCESS macro”.

Findings

The findings show that the integrative moderated-mediation model fits the data well. Hence, the three-stage model of creativity and organization support theory is useful, and the numerical evidence verified its applicability in the hospitality industry. To conclude, the results of this study, when applied to the hotel industry, can do marvels by being more innovative with their services.

Originality/value

More recently, it has been found that long-term success is only achievable and can be sustained if exploitative and explorative innovations are balanced. So far, however, little is known about how to achieve organizational ambidexterity in the hospitality industry.

Purpose

The purpose of this study is to offer a straightforward, cost-effective, and feasible resolution for managers to assess their processes in a live manner using the process mining technique and to identify anomalies in cases that deviate from the standard. Consequently, the findings of this research can be utilized by organizational managers, while process mining vendors can also leverage it as a feature for their solutions.

Design/methodology/approach

Our two-step method is designed to initially evaluate the level of standardization within the process, followed by identifying its underlying cause. These two steps are aimed at helping managers effectively evaluate their business processes. The steps are: (1). Start-End Case Diagram: This diagram allows for the evaluation of the lead time trend and identification of cases that deviate from the standard trend line in a service-based process. (2). Happy Path Analysis: Pareto law is suggested to identify the most frequent process variants.

Findings

This approach enables organizations to easily identify problematic cases and investigate bottlenecks when deviations from the standards occur.

Originality/value

The novelty of the paper lies in the introduction and utilization of the start-end case diagram, as well as the combination of this diagram with the Pareto law for the identification of happy path and root cause analysis.

Purpose

Business and operational excellence models are frequently employed by organisations as self-assessment tools for ensuring continued performance improvement. This paper presents an integrated methodology for excellence self-assessment that is applicable at organisational and functional levels.

Design/methodology/approach

The self-assessment methodology was sequentially developed, based on a theoretical and practical perspective, and a case study was presented.

Findings

This study develops: (1) a framework of excellence enablers and results criteria for each of the organisational, functional (core and supportive processes) and operational levels; (2) a framework of the characteristics of maturity levels of excellence according to enablers, results, organisational context, in addition to other assessment components; (3) a framework of the assessment and improvement steps for achieving excellence.

Originality/value

Although several proposed methodologies are available for the self-assessment of business and operational excellence, these only partially focus on various organisational aspects (such as the organisational and functional level, and organisational context) and are primarily used as business excellence models by non-large organisations. This study aims to fill the research gap in this regard.

Purpose

Despite the increasing studies concerning external knowledge for innovative firms or for innovations, little research demonstrates as what are those capabilities that enable firms to explore and assess high-valuable knowledge. The aim of this study is to examine those capabilities that aid innovative firms to search and identify the potential knowledge for open innovation. This study is an empirical and theoretical examination of knowledge search and identification capabilities of the UK-based biotechnology firms. The literature has been drawn from the research streams into knowledge management, open innovation and dynamic capabilities.

Design/methodology/approach

Forty-five semi-structured interviews with senior-level innovation and R&D managers were completed, and thematic analysis using NVivo 12 was performed.

Findings

Evidence from 45 interviews with senior-level innovation and R&D managers in the UK-based biotechnology firms and thematic analysis was used to develop a process framework capturing the key capabilities. By identifying the role and contribution of each of the capabilities in knowledge identification in the practices of open innovation, this study contributes to open innovation and knowledge management literature.

Practical implications

Managerial implications suggest knowledge-oriented leads greatly influence the development of identification capabilities. Hence, firms with knowledge-oriented leads are better crafted approaches to achieve competitive advantages in the practices of open innovation.

Originality/value

This study offers a new theoretical perspective and empirical evidence to view knowledge identification capabilities as the dynamic capabilities. This study offers a process framework of identification capabilities.

Purpose

The paper aims to analyse the construct of business model innovation (BMI) in the digital and sustainable landscape, investigating the key role of boundary strategies. The paper advances a comprehensive framework aimed at further understanding the overlap among digitalization, sustainability and BMI development, by a “boundary approach”.

Design/methodology/approach

The paper follows a theoretical approach based on an in-depth review of relevant literature on BMI, digitalization and sustainability as relevant megatrends and, boundary management. By critically integrating the literature, a framework is developed with the objective of supporting firms in the current transformation challenges.

Findings

The paper highlights the interplay among BMIs, megatrends and boundary management. The pressures and opportunities driven by the technological changes have made even more relevant the management of resources placed in the boundary area. Our study shows how firms can rethink their BMs in the digital and sustainable landscape by providing a boundary-based framework.

Practical implications

The framework offers insights and guidelines to help practitioners manage the change processes dictated by digitalization and sustainability. The authors encourage a focus on boundary resources/capabilities to increase the effective management of the digitalization and sustainability processes, to grasp the external stimuli driven by these two megatrends and to develop new/renewed BMIs.

Originality/value

This study emphasizes the importance of developing new BMIs in the current digital and sustainable landscape starting from the analysis of firm’s boundaries. The paper enriches the BMI literature supporting the enhancement of boundary management, leading firms to overcome challenges in the digital and sustainable landscape.

Purpose

In recent years, the robotic process automation (RPA) technology, a software-based method to automate routine tasks in business processes, has gained significant interest and adoption. However, many implementation projects fail and current literature lacks a synthesis and comprehensive overview of factors that challenge the implementation of RPA, have an impact on success or failure of projects, or, play an enabling role in an RPA project. Hence, the purpose of this research is to identify key factors that should be considered by organizations when conducting an RPA project.

Design/methodology/approach

The paper adopts a qualitative methodology based on data collected in a systematic literature review (SLR) and interviews with 10 RPA experts. Using inductive coding, an integrated framework of key factors is developed.

Findings

The results suggest that the key factors for a successful RPA introduction can be divided into human, organizational and technical factors. Important aspects include for example project management techniques, capabilities and skills of employees, as well as data security considerations.

Originality/value

The paper contributes to knowledge by synthesizing previously dispersed knowledge into an integrated framework, as well as by complementing previous results with new qualitative, empirical data. Additionally, the RPA-specific factors are put into the perspective of persistent problems in information systems development.

Purpose

This study investigates the interaction between organizational strategic factors (Leadership and management support [LMS] and green learning orientation [GLO]) and green innovation performance (GIP), through the lens of resource-based view (RBV) theory. It examines both the direct and indirect impacts of these factors on GIP via green knowledge management (GKM), and explores how green absorptive capacity (GAC) enhances these relationships.

Design/methodology/approach

Using Partial least squares structural equation modeling (PLS-SEM) and moderated mediation analysis, we analyzed responses from 419 individuals across 154 manufacturing firms in Pakistan to understand these dynamics.

Findings

Results show that LMS and GLO significantly affect GIP, both directly and indirectly, through GKM. Furthermore, GAC intensifies the impact of GLO on GKM and the influence of GKM on GIP, indicating a moderated mediation effect.

Practical implications

Highlighting the importance of LMS, GLO, GKM, and GAC, the study suggests that focusing on these areas can help firms align their strategies with sustainability goals, enhancing their GIP. These insights can guide policymakers in creating supportive strategies for businesses to improve their GAC, facilitating better knowledge adoption and application.

Originality/value

The research contributes to the RBV theory by clarifying the role of strategic organizational factors in enhancing GIP within manufacturing firms, offering a clearer path to achieving sustainability goals.

Purpose

In view of the significance of intangible organizational resources and firm sustainability, this study investigates the mediating role of ambidextrous green innovation and the moderating effects of resource orchestration capability in the relationship between green entrepreneurial orientation and green performance.

Design/methodology/approach

The research employed a quantitative analysis technique using hierarchical linear regression and a moderated mediation approach on a sample of 409 managers from UAE manufacturing firms to investigate the proposed relationships among the variables.

Findings

The research results show that a firm’s green performance is influenced by its green entrepreneurial orientation. Green innovation, both exploratory and exploitative, mediates the link between green entrepreneurial orientation and green performance. Moreover, the association between green entrepreneurial orientation and exploitative green innovation, as well as between exploitative green innovation and a firm's green performance, is strengthened by resource orchestration capability. The findings of the moderated mediation show that when resource orchestration capacity is high, exploitative green innovation has a greater mediating effect on green entrepreneurial orientation and green performance.

Practical implications

This study provides valuable insights for manufacturing firms to achieve sustainable performance and reduce their environmental impact. Firms should adopt proactive environmental strategies and innovative approaches to achieve sustainable green performance by adopting green entrepreneurship and establishing ambidextrous green innovation.

Originality/value

This study contributes to the literature on GEO, ambidextrous green innovation, resource orchestration capability, and green performance. These results provide insight into fostering green innovation in the manufacturing industry, deepen the theoretical foundation for green entrepreneurship, and advance the field of green entrepreneurship study.