Access the full text.
Sign up today, get DeepDyve free for 14 days.
N. Bontis, William Keow, S. Richardson (2000)
Intellectual capital and business performance in Malaysian industriesJournal of Intellectual Capital, 1
Y. Jarrar (1999)
Business process re-engineering: Learning from organizational experienceTotal Quality Management & Business Excellence, 10
C. Fornell, D. Larcker (1981)
Evaluating structural equation models with unobservable variables and measurement error.Journal of Marketing Research, 18
Yap Yap, Sidhu Sidhu (2001)
Foreign banks unfazed by the 2007 timeframeThe Star: Business
Kim Kim, Kleiner Kleiner (1996)
Celebrate and record service excellence in the banking industryManaging Service Quality, 6
Gregory Dess, R. Robinson (1984)
Measuring organizational performance in the absence of objective measures: The case of the privately-held firm and conglomerate business unitSouthern Medical Journal, 5
E. Carmines, R. Zeller (1979)
Reliability and Validity Assessment
Yap Yap, Sidhu Sidhu (2001)
Q&A with Chartered Bank CEOThe Star: Business
M. Al-Mashari, M. Zairi (2000)
Revisiting BPR: a holistic review of practice and developmentBus. Process. Manag. J., 6
K. Jöreskog, D. Sörbom (1982)
Recent Developments in Structural Equation ModelingJournal of Marketing Research, 19
K. Wei, Mahendhiran Nair (2006)
The effects of customer service management on business performance in Malaysian banking industry: an empirical analysisAsia Pacific Journal of Marketing and Logistics, 18
M. Al-Mashari, M. Zairi (1999)
BPR implementation process: an analysis of key success and failure factorsBus. Process. Manag. J., 5
Dess Dess, Robinson Robinson (1984)
Measuring organizational performance in the absence of objective measures: the case of the privately‐held firm and conglomerate business unitStrategic Management Journal, 5
E. Anderson, C. Fornell (2000)
Foundations of the American Customer Satisfaction IndexTotal Quality Management, 11
Khong Khong, Richardson Richardson (2001)
Business process re‐engineering: a comparison with other management techniquesThe Journal of the Institute of Bankers Malaysia, 4
Hansen Hansen, Wernerfelt Wernerfelt (1989)
Determinants of firm performance in relative importance of economic and organisational factorsStrategic Management Journal, 36
Kok Khong, S. Richardson (2003)
Business process re-engineering in Malaysian banks and finance companiesManaging Service Quality, 13
A. Wilkinson, D. McCabe, D. Knights (1995)
What is happening in "quality" in the financial services?The Tqm Magazine, 7
D. Power (2005)
Determinants of business-to-business e-commerce implementation and performance: a structural modelSupply Chain Management, 10
N. Bontis (1998)
Intellectual capital: an exploratory study that develops measures and modelsManagement Decision, 36
Marjorie Lyles, J. Salk (1996)
Knowledge acquisition from foreign parents in international joint ventures: an empirical examination in the Hungarian contextJournal of International Business Studies, 38
R. Cudeck, M. Browne (1983)
Cross-Validation Of Covariance Structures.Multivariate behavioral research, 18 2
D. Knights, D. McCabe (1998)
‘What Happens when the Phone goes Wild?’: Staff, Stress and Spaces for Escape in a BPR Telephone Banking Work RegimeJournal of Management Studies, 35
A. Größler, André Grübner (2006)
An empirical model of the relationships between manufacturing capabilitiesInternational Journal of Operations & Production Management, 26
C. Bart, N. Bontis, S. Taggar (2001)
A MODEL OF THE IMPACT OF MISSION STATEMENTS ON FIRM PERFORMANCEManagement Decision, 39
N. Bontis, J. Fitz‐enz (2002)
Intellectual capital ROI: a causal map of human capital antecedents and consequentsJournal of Intellectual Capital, 3
M. Hammer, J. Champy (1995)
REENGINEERING THE CORPORATION: A MANIFESTO FOR BUSINESS REVOLUTION
K. Tang, M. Zairi (1998)
Benchmarking quality implementation in a service context: A comparative analysis of financial services and institutions of higher education. Part I: Financial services sectorTotal Quality Management & Business Excellence, 9
Ashayeri Ashayeri, Keij Keij, Broker Broker (1998)
Global business process re‐engineering: a system dynamics‐based approachInternational Journal of Operations and Production Management, 18
Podsakoff Podsakoff, Mackenzie Mackenzie, Lee Lee (2003)
Common method biases in behavioural research: a critical review of the literature & behavioural researchJournal of Applied Psychology, 88
P. Podsakoff, Scott MacKenzie, Jeong-Yeon Lee, Nathan Podsakoff (2003)
Common method biases in behavioral research: a critical review of the literature and recommended remedies.The Journal of applied psychology, 88 5
R. McAdam (2000)
The Implementation of Reengineering in SMEs: A Grounded StudyInternational Small Business Journal, 18
(1995)
Marketing Research
Seonmee Kim, B. Kleiner (1996)
Service excellence in the banking industryManaging Service Quality, 6
Structural equation modelling (SEM) is a useful multivariate technique to investigate the causal relationships between variables. This paper uses SEM to model the relationships between critical success factors (CSFs) of business process reengineering (BPR) implementations, customer service management (CSM) and perceived business performance (PBP) in Malaysian banking institutions. SEM results show that Management Competence has significant positive effects on PBP and CSM. Information technology (IT) infrastructure capabilities has significant effects on CSM but statistically insignificant (but positive) effect on PBP. Similarly Effective Process Redesign has statistically insignificant (but positive) effect on CSM and PBP. Results also show that CSM has a positive and significant association with PBP. Copyright © 2006 John Wiley & Sons, Ltd.
Applied Stochastic Models in Business and Industry – Wiley
Published: Sep 1, 2006
Read and print from thousands of top scholarly journals.
Already have an account? Log in
Bookmark this article. You can see your Bookmarks on your DeepDyve Library.
To save an article, log in first, or sign up for a DeepDyve account if you don’t already have one.
Copy and paste the desired citation format or use the link below to download a file formatted for EndNote
Access the full text.
Sign up today, get DeepDyve free for 14 days.
All DeepDyve websites use cookies to improve your online experience. They were placed on your computer when you launched this website. You can change your cookie settings through your browser.