Purpose The purpose of this paper is to investigate individuals’ attitudes toward organizational change, considering each phase of a business process management (BPM) implementation and some antecedents of resistance as hierarchical position, sector and trust in management. Design/methodology/approach The study examines employees’ attitudes toward BPM change in the Brazilian market. To measure resistance to organizational change, the research adopted the change attitude scale developed by Oreg (2006). As potential antecedents for resistance, hierarchical position, sector and trust in management were considered. Five control variables were included: gender, company size, educational background, educational level and age range. The application of the survey considered three main parties: BPM implementers, BPM end-users and developers of BPM systems. The survey data, drawn from 113 useable questionnaires, were analyzed by structural equation modeling with partial least squares estimation. Findings The results of this research showed some interesting insights. First, hierarchical position has no significant effect on the reduction of resistance to process improvement changes. Contrary to what was expected, results showed that being in the manufacturing sector has no significant effect on the reduction of resistance. Finally, only trust in management has a significant effect on employees’ attitudes toward BPM implementation, and as phases go by this effect increases. Practical implications The paper could support BPM decision makers by providing a better understanding of employees’ attitudes toward BPM change. In this sense, the study could also provide real-life application, by facilitating the task of allocating priorities and supporting process-related decisions. Originality/value The research could incentivize a closer relationship between BPM implementers and BPM end-users, promoting opportunities, respect and mutual trust.
Purpose The purpose of this paper is to investigate distinctive pathways for product-service system (PSS) development. Moreover, it investigates the contingent effect of the business ecosystem (BE) in terms of being provider-pushed or customer-pulled. Design/methodology/approach The study adopted a case-based research, performed in the Brazilian and Danish healthcare industries in order to explore the subject. Findings The results reveal that the capital available for investments influences the pathway. The customer-pulled PSS fast evolved to become result-oriented and connected to a complex resource-dependent network in the BE. The provider-pushed PSS showed a slow evolutionary pathway, limited to product-oriented offerings with low dependence among actors in the BE. Originality/value The research offers various managerial implications for PSS providers, policymakers and customers of the healthcare industry.
O objetivo deste trabalho é identificar as obras de maior influência sobre a disciplina de qualidade em serviço, bem como analisar as mudanças ocorridas em sua estrutura intelectual ao longo do tempo. A metodologia adotada baseia-se em técnicas bibliométricas de análise de citação e cocitação aplicadas aos artigos publicados sobre o tema, disponíveis na base de dados ISI Web of Science (1983 a 2011). Para avaliar a produção nacional, uma pesquisa similar foi realizada no Scielo (1993 a 2011), com a adoção de metodologia qualitativa. Os resultados obtidos nas análises de citação e cocitação apontaram o uso de modelos clássicos da qualidade como base para a qualidade em serviço. Em contrapartida, a análise dos dados de ambas as bases indicou uma predominância de adoção pelos pesquisadores de autores e ferramentas das décadas de 1980 e 1990. Destacando-se o setor de saúde em termos de produção.
Purpose This paper aims to analyze and examine how an organization from the financial sector prioritizes its business processes and what criteria are adopted to select the most appropriate process for improvement projects. Design/methodology/approach This descriptive research is based on an exploratory approach. Qualitative methodology was applied to a case study through on-site observation, documentation analysis and semi-structured interviews. Findings The results confirm criteria mentioned in the literature, such as financial aspects and strategic impacts, but also raised a new critical issue: automation potential of manual processes, reflecting the current movement of process automation. Research limitations/implications As a limitation of this study, it is worth mentioning the application in only one organization in the financial market and the small number of respondents, even though they occupy leadership positions in the organization. Practical implications As a practical implication, the present work offers a direction for managers of the financial sector in structuring and applying models for prioritizing processes aimed at organizational efficiency. Social implications Automation solutions for process improvement need careful study to minimize impacts in human resources reduction. In this sense, the eligibility of a process for automation must be carefully considered. Originality/value This paper presents the evolution of the process prioritization model adopted by a large institution in the financial market, which has a significant presence in the Brazilian and international markets as a commercial and wholesale bank.
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