Business Process Management Journal: Volume 18 Issue 3

Organizational routine breach response and knowledge management

James M. Bloodgood

The purpose of this paper is to propose the organizational knowledge effects of organization routine breach response.

A review of customer relationship management: successes, advances, pitfalls and futures

Bang Nguyen, Dilip S. Mutum

The purpose of this paper is to provide academics and practitioners working with customer relationship management (CRM) with a review of key topics, such as advances in CRM, the…

A nomological model of RFID privacy concern

Yu “Andy” Wu, Victor R. Prybutok, Chang E. Koh, Bartlomiej Hanus

Radio frequency identification (RFID) can bring a lot of benefits to supply chain management. However, privacy issues caused by RFID surface constantly and can impede widespread…

Adoption of CRM technology in multichannel environment: a review (2006‐2010)

Preety Awasthi, Purnima S. Sangle

The purpose of this paper is to review state‐of‐art literature on adoption of CRM technology, including the CRM in multichannel environment and provide a comprehensive view of…

A business continuity management maturity model for the UAE banking sector

Kasim Randeree, Ashish Mahal, Anjli Narwani

Organisations utilise Business Continuity Management (BCM) to support sustained performance of electronic systems on which their core activities are based. These organisations…

Process mining: from theory to practice

Chris J. Turner, Ashutosh Tiwari, Richard Olaiya, Yuchun Xu

The purpose of this paper is to present a comparison of a number of business process mining tools currently available in the UK market. An outline of the practice of business…

Managerial implications from Indian case studies on e‐reverse auctions

Samir K. Srivastava

The purpose of this paper is to investigate e‐reverse auctions (eRA) implementation experiences across a diverse group of firms and sectors in the Indian context, to derive useful…

Business process management: a missing link in business education

Ravi Seethamraju

The purpose of this paper is to analyse the inadequacies of current business education in the context of “process”. It presents an analysis of the background to business processes…