{"id":"https://openalex.org/W2024972876","doi":"https://doi.org/10.1108/14637159710161558","title":"Business process re\u2010engineering/information system development to improve customer service quality","display_name":"Business process re\u2010engineering/information system development to improve customer service quality","publication_year":1997,"publication_date":"1997-04-01","ids":{"openalex":"https://openalex.org/W2024972876","doi":"https://doi.org/10.1108/14637159710161558","mag":"2024972876"},"language":"en","primary_location":{"id":"doi:10.1108/14637159710161558","is_oa":false,"landing_page_url":"https://doi.org/10.1108/14637159710161558","pdf_url":null,"source":{"id":"https://openalex.org/S2508752","display_name":"Business Process Management Journal","issn_l":"1463-7154","issn":["1463-7154","1758-4116"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Business Process Management Journal","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5008427870","display_name":"Mary Murray","orcid":null},"institutions":[{"id":"https://openalex.org/I189060766","display_name":"St. Mary's University, Texas","ror":"https://ror.org/03fvnza37","country_code":"US","type":"education","lineage":["https://openalex.org/I189060766"]}],"countries":["US"],"is_corresponding":true,"raw_author_name":"Mary Ann Murray","raw_affiliation_strings":["St Mary\u2019s University, San Antonio, USA","St Mary's University, San Antonio, USA,"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"St Mary\u2019s University, San Antonio, USA","institution_ids":["https://openalex.org/I189060766"]},{"raw_affiliation_string":"St Mary's University, San Antonio, USA,","institution_ids":["https://openalex.org/I189060766"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5110178874","display_name":"Marc P. Lynn","orcid":null},"institutions":[{"id":"https://openalex.org/I183716014","display_name":"John Carroll University","ror":"https://ror.org/001gmya32","country_code":"US","type":"education","lineage":["https://openalex.org/I183716014"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Marc P. Lynn","raw_affiliation_strings":["John Carroll University, University Heights, USA","(John Carroll University, University Heights, USA)"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"John Carroll University, University Heights, USA","institution_ids":["https://openalex.org/I183716014"]},{"raw_affiliation_string":"(John Carroll University, University Heights, USA)","institution_ids":["https://openalex.org/I183716014"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5008427870"],"corresponding_institution_ids":["https://openalex.org/I189060766"],"apc_list":null,"apc_paid":null,"fwci":2.4054,"has_fulltext":false,"cited_by_count":15,"citation_normalized_percentile":{"value":0.88350694,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":90,"max":96},"biblio":{"volume":"3","issue":"1","first_page":"9","last_page":"16"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10703","display_name":"Business Process Modeling and Analysis","score":1.0,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10703","display_name":"Business Process Modeling and Analysis","score":1.0,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11572","display_name":"Information Technology Governance and Strategy","score":0.9872999787330627,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11938","display_name":"ERP Systems Implementation and Impact","score":0.9847000241279602,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/business-process","display_name":"Business process","score":0.5653474926948547},{"id":"https://openalex.org/keywords/competitive-advantage","display_name":"Competitive advantage","score":0.5574086904525757},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.5479533672332764},{"id":"https://openalex.org/keywords/process","display_name":"Process (computing)","score":0.5080173015594482},{"id":"https://openalex.org/keywords/information-technology","display_name":"Information technology","score":0.49921202659606934},{"id":"https://openalex.org/keywords/business-process-reengineering","display_name":"Business process reengineering","score":0.4756838083267212},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.4748566150665283},{"id":"https://openalex.org/keywords/quality","display_name":"Quality (philosophy)","score":0.4684612452983856},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.4211242198944092},{"id":"https://openalex.org/keywords/order","display_name":"Order (exchange)","score":0.42095568776130676},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.3488316237926483},{"id":"https://openalex.org/keywords/work-in-process","display_name":"Work in process","score":0.21978935599327087},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.18107646703720093}],"concepts":[{"id":"https://openalex.org/C85345410","wikidata":"https://www.wikidata.org/wiki/Q851587","display_name":"Business process","level":3,"score":0.5653474926948547},{"id":"https://openalex.org/C58546491","wikidata":"https://www.wikidata.org/wiki/Q1150207","display_name":"Competitive advantage","level":2,"score":0.5574086904525757},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.5479533672332764},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.5080173015594482},{"id":"https://openalex.org/C121017731","wikidata":"https://www.wikidata.org/wiki/Q11661","display_name":"Information technology","level":2,"score":0.49921202659606934},{"id":"https://openalex.org/C29143872","wikidata":"https://www.wikidata.org/wiki/Q876690","display_name":"Business process reengineering","level":3,"score":0.4756838083267212},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.4748566150665283},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.4684612452983856},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.4211242198944092},{"id":"https://openalex.org/C182306322","wikidata":"https://www.wikidata.org/wiki/Q1779371","display_name":"Order (exchange)","level":2,"score":0.42095568776130676},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.3488316237926483},{"id":"https://openalex.org/C174998907","wikidata":"https://www.wikidata.org/wiki/Q357662","display_name":"Work in process","level":2,"score":0.21978935599327087},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.18107646703720093},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C137335462","wikidata":"https://www.wikidata.org/wiki/Q380772","display_name":"Lean manufacturing","level":2,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1108/14637159710161558","is_oa":false,"landing_page_url":"https://doi.org/10.1108/14637159710161558","pdf_url":null,"source":{"id":"https://openalex.org/S2508752","display_name":"Business Process Management Journal","issn_l":"1463-7154","issn":["1463-7154","1758-4116"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Business Process Management Journal","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[{"score":0.5899999737739563,"display_name":"Industry, innovation and infrastructure","id":"https://metadata.un.org/sdg/9"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":4,"referenced_works":["https://openalex.org/W1559147847","https://openalex.org/W1605701154","https://openalex.org/W2005497495","https://openalex.org/W3159266457"],"related_works":["https://openalex.org/W1505966163","https://openalex.org/W2019598580","https://openalex.org/W2359526840","https://openalex.org/W2002779093","https://openalex.org/W2947846767","https://openalex.org/W2355227839","https://openalex.org/W2386351083","https://openalex.org/W2068693894","https://openalex.org/W2996528246","https://openalex.org/W2013107018"],"abstract_inverted_index":{"Business":[0],"process":[1],"re\u2010engineering":[2,55],"requires":[3],"revolutionary,":[4],"innovative":[5,54],"changes":[6],"to":[7,15,33,57,75,114,128,147],"business":[8,79,84],"processes":[9,85,113,162],"in":[10,13,21,108],"an":[11,157],"organization":[12,158,171],"order":[14],"achieve":[16],"major":[17],"and":[18,36,77,86,98,104,106,125,163],"dramatic":[19],"improvements":[20],"the":[22,109,122,137],"critical":[23],"success":[24],"factors.":[25],"To":[26],"accomplish":[27],"these":[28,116,161,174],"goals":[29],"new":[30],"technologies":[31],"need":[32],"be":[34,58,136],"investigated":[35],"adopted.":[37],"Organizations":[38],"are":[39,81,89,145],"experiencing":[40],"paradigm":[41,49],"shifting":[42],"that":[43,167],"at":[44],"times":[45],"is":[46,63,121],"bordering":[47],"on":[48,155],"pioneering.":[50],"For":[51],"a":[52,149,165],"dramatic,":[53],"effort":[56,127],"successfully":[59],"implemented,":[60],"change":[61],"management":[62],"essential.":[64],"While":[65,118],"information":[66,87,96,99],"technology":[67,88,100],"has":[68],"great":[69],"potential":[70],"for":[71,140],"providing":[72],"added":[73],"value":[74],"products":[76,130],"services,":[78,132],"executives":[80],"frustrated":[82],"because":[83],"not":[90,135],"synchronized.":[91],"The":[92],"inflexibility":[93],"of":[94,111],"older":[95],"systems":[97],"(IS/IT)":[101],"constrained":[102],"growth":[103],"competitiveness":[105],"resulted":[107],"development":[110],"substitute":[112],"circumvent":[115],"constraints.":[117],"continuous":[119,126],"improvement":[120],"slow,":[123],"steady":[124],"improve":[129],"and/or":[131],"it":[133],"may":[134,159],"best":[138],"course":[139],"some":[141,153],"organizations.":[142],"Ideally,":[143],"both":[144],"needed":[146],"maintain":[148],"competitive":[150],"advantage.":[151],"Provides":[152],"suggestions":[154],"how":[156,169],"approach":[160],"presents":[164],"case":[166],"demonstrates":[168],"one":[170],"dealt":[172],"with":[173],"issues.":[175]},"counts_by_year":[{"year":2016,"cited_by_count":1},{"year":2013,"cited_by_count":2},{"year":2012,"cited_by_count":2}],"updated_date":"2026-05-05T08:41:31.759640","created_date":"2025-10-10T00:00:00"}