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The purpose of this paper is to empirically investigate and compare the moderating effects of the two basic business process change paradigms – business process reengineering (BPR) and total quality management (TQM) – on the business value generated for firms by their information and communication technologies (ICT) investment.

Using data collected through a survey of 271 Greek firms, moderated regression models founded on the Cobb‐Douglas production function are estimated, which have as the dependent variable the firm value added (objective measure of business performance), and as independent variables the yearly labour expenses, the value of the non‐computer capital, the value of the computer capital and BPR (TQM) measures.

From the above models it is concluded that both BPR and TQM have considerable positive moderating effects of a similar magnitude on the relationship between ICT investment and firm value added. Also, different BPR and TQM activities have different moderating effects on ICT business value; process simplification, process improvement and the creation of a horizontal interdepartmental process are the BPR activities with the largest moderating effects, while measurement of employee satisfaction and simplification of work methods for quality improvement are the TQM activities with the largest moderating effects.

The basic limitation of this study is that it is based on data from Greek firms. Another limitation is that only one business performance measure, although quite important and theoretically fundamental (i.e. firm value added), is used.

Both BPR and TQM are important ICT “complementary factors”, which, if combined with ICT, can increase the business value it generates. Therefore ICT should not be used simply as a tool for automating existing business processes, but for creating and supporting new business processes and practices, such BPR and TQM.

This study investigates and compares the moderating effects of the two main business process paradigms – BPR and TQM – based on reliable measurement of both through validated multi‐item scales, and also on theoretically sound models, founded on the Cobb‐Douglas production function.

Technology presents e-commerce as an alternative buying and selling place that is accepted by the public. The high growth of e-commerce has an impact on the sustainability of both the economic dimension, the social dimension and the environmental dimension. Indonesia is the country with the fastest-growing e-commerce but also has the second-largest plastic waste in the world. The synergy of sustainability for e-commerce is an interesting and awaited innovation. This is because sustainability has become the responsibility of all countries in the world.

A theoretical understanding of the context of sustainability in e-commerce separately focuses on a company perspective and the use of green products from a consumer perspective. It requires the involvement of e-commerce stakeholders as a whole to get comprehensive research results. The use of qualitative research methods with exploratory approaches is used in this study to reveal the concept of sustainability in e-commerce in Indonesia.

This study found similarities in the topic of acceptance of sustainability in e-commerce with a unified theory of acceptance and use of technology (UTAUT) including performance expectancy, effort expectancy, facilitating conditions, social influence and habits. Changes to the variables were revealed due to changes in the e-commerce phase. The variable trust is in the introduction phase and builds trust in e-commerce. Currently, in Indonesia, the e-commerce phase is in a phase of growth and value formation. Habit creation and dependence is a requirement for value formation. Several new topics were proposed in this study, namely, awareness, security, logistics and user interface and user experience (UX). The establishment of an e-commerce identity through UX clearly shows its target market. The e-commerce phase and the topics involved in it can become a reference for e-commerce regulation-making in Indonesia.

This study is limited to e-commerce in Indonesia with data processing limited to February 2020.

The results of this study provide an overview of increasing the intention to use e-commerce through human acceptance and engineering dimensions. This research also reveals the stages of e-commerce in Indonesia that can be used as a reference for determining the right regulations for e-commerce and the trade-offs for sustainability.

This study produces additional references to the intention to use technology by completing the UTAUT model. This study reveals changes in variables in perceived value that are interesting for further research along with technological developments and changes in people’s habits. Exploration carried out can add references to the application of sustainability in e-commerce, especially in developing countries.

Total quality management (TQM) is a process and philosophy to achieve customer satisfaction in long term by improving the products, processes and services effectively and efficiently. TQM implementation is turning into a complex practice due to the increasing number of effective factors and key elements labelled as critical success factors (CSFs). The purpose of this paper is to analyse the relations between CSFs of TQM and to provide decision makers has a clear picture of relations by determining the most affecting – both the number of CSFs which this factor affects and the its effect degree on relevant CSFs are higher comparing to other factors – of this factors affected factors – both the number of CSFs and their effect degree on these factors are higher – that influences a successful TQM implementation.

The paper refers to fuzzy cognitive maps (FCMs) that allow dynamic modelling of a system in consideration of a complex network structure and the effects of factors to each other. The method demonstrates causal representations between CSFs under uncertainty to represent the relations and interaction between them and performs qualitative simulations to analyse the factors that have the highest impact on continuous improvement of quality management process. The evaluations are performed by five academicians whose professions are on both the areas of TQM and FCM.

FCM analysis shows how the most affecting and affected factors influence the other CSF in order to manage a successful TQM implementation.

The critical factors of TQM implementation are in the focus of most of the empirical studies in the literature. However, none of them considers the dynamic interactions between the factors. This study employs FCM to explore the CSFs that influence the TQM implementation process considering the relations among them to observe the most affecting and affected factors based on the changes of determined CSFs.

The purpose of this paper is to investigate the generation of civic and public (C&P) engagement as an integrative outcome of a proper balance between emotional, rational and spiritual knowledge, via the mediation of interpersonal competencies.

The empirical analysis relies on a questionnaire-based survey conducted with 294 respondents from two knowledge-intensive organizations. Structural equation modeling, using Smart PLS 4, is used to analyze the data.

Individual knowledge can be considered as the refined outcome of the underlying transformations of various knowledge sources and resources, which is apposite for the next level of knowledge workers’ acumen. Individual knowledge – which relies on a good balance of rational, emotional and spiritual knowledge – exerts a positive effect on interpersonal competencies, wherein the latter positively influences the C&P engagement of knowledge workers.

Policymakers should capitalize on the development of strong interpersonal competencies; they should be able to understand the social mechanisms of motivating people, of stimulating, harnessing and channeling individual knowledge toward higher C&P as a prerequisite of value creation.

To the best of the authors’ knowledge, this is the first argumentative undertaking intended to explore the conversion of the three knowledge types into individual knowledge as a premise of interpersonal competencies development and as a relevant antecedent of C&P engagement. The results of this paper support that achieving balance in one's life is essential for increasing interpersonal competencies and C&P engagement. This study not only represents the first contribution to this debate but also helps managers and organizations to recognize that a good balance requires emotional, rational and spiritual knowledge.

The key to success in the internet business lies in how you carry out the integration between virtual and physical channels. The purpose of this paper is to aim at defining the solution to the integration.

Channel coordination is grounded on a new governance of integration strategy which bridges the channels. This study proposes a novel research model with three stages: first, click-and-brick strategies; second, channel coordination for three purchase stages; and third, synergy realizations. A survey was conducted for collecting empirical data. PLS was used for path analysis. In total, three separate statistical analyses were performed for three defined integration strategies.

Click-and-brick strategies have different degrees of impact on channel coordination in different purchase stages and in turn, different degrees of impact on synergy benefits. Specifically, the in-house division strategy is more important in determining channel coordination in the three purchase stages.

Customers initially perceive online services with a nature of low trust and view them as highly risky. This integration is useful for a firm to successfully start a new online business. Further, it provides insight into allocating a firm’s resources to critical multi-channel activities to realize synergy benefits.

Multi-channel marketing is dynamic and complex in nature. Existing theories provide limited insight into effectively defining them. This study attempted to define a strategy-based implementation model. This model demonstrated the capability to effectively reduce the complexity of defining channel integration.

E‐government implementation evolves through different stages of maturity, enforcing changes in strategies at each level. The transitions of service maturity phases pose continuous challenges to service providers in assessing the e‐service quality of web‐based services used in government. This study is conducted to propose a multi item scale for assessing the e‐service quality of government portals involving transactions.

Factors influencing the e‐service quality of government portals were identified from an extensive review of research performed by academic scholars and practitioners. A questionnaire was designed based on a review and interviews with users of e‐government applications and was used to conduct a survey of fully operational portals. Responses were obtained and quantitative analyses were performed on the data to develop a scale. This scale can help in evaluating citizen perceived quality of e‐services.

Seven constructs – i.e. citizen centricity, transaction transparency, technical adequacy, usability, complete information, privacy and security and usefulness of information – were identified from the analyses, which can be used to assess the demand side service quality of government portals.

Despite a well‐structured, national‐level plan on e‐government and adequate funding in India, most of the projects under the scheme are far below the expectation level of citizens. Technology‐enabled applications have promised easy access to government services with economic gain in certain cases, but they have not ensured citizens' satisfaction. Improved service quality based on citizens' need and expectation can reduce the gap between design and reality and act as positive trigger for adoption of e‐government. This study can help government portal developers get an insight into users' needs to improve the design and implementation of online services. The issues are significant and cannot be overlooked in practice.

The paper is original and a research study. It provides an understanding of citizens' perceived quality of e‐services and adoption behavior within the framework of the web‐based environment of government services.

Through a detailed review of Literature, the purpose of this paper is to provide insights into the state-of-the-art research about the process of information technology business value (ITBV) creation, a less-traversed direction in ITBV research, from the perspective of causality since a lack of causal reasoning may be disastrous for ITBV creation.

With the help of eight keywords, ten databases were searched which fetched about 415 articles of which 22 were selected based on their relevance and proved as the base papers for classifying available literature. A further forward and reverse search fetched an additional 34 articles, resulting in a total of 56 articles which were reviewed in detail.

The five main categories of literature which emerged are ITBV (General), ITBV benefits, mediating factors and synergy (which use of organization dynamic capability (ODC) as first stream of ITBV research), and IT-enabled organizational transformation (ITOT as second stream). ODC is fairly mature, however, ITOT will benefit from a further research. Research in the ITBV (General) category suggests the development of dynamic models as opposed to the prevalent static models of ITBV creation.

For the period 1990-2008, only the most important articles were included in the study and hence certain pre-2008 articles’ view might have been overlooked.

The literature review will give practitioners a perspective to look at specific areas in the context of their organization to develop capabilities which will lead to enhanced ITBV creation.

This review focusses on ITBV creation and helps move toward building of a dynamic holistic model of ITBV creation by providing only a bird’s eye view is provided of the most important articles from 1990 to 2008 but a comprehensive view of literature from 2008 to mid-2014.

This paper contributes to the literature on supply chain process management by discussing how Industry 4.0 technologies can support process re-engineering in the context of the construction industry.

The paper discusses the impact of Industry 4.0 technologies through an exploratory case study focused on the materials management process, using a coproduction of research approach where the main findings are obtained through the involvement of internal and external process actors.

The results show that the introduction of Industry 4.0 technologies could radically improve process performance, better supporting the execution of activities, increasing the effectiveness of communication between actors and favoring data collection and sharing. These technologies, characterized by the level of risk connected to their implementation, need to be introduced in combination with new organizational mechanisms, which may be beneficial for several supply chain actors.

Through the adoption of a research coproduction methodology, which is not common in the literature, this paper contributes to the ongoing discussion about how Industry 4.0 technologies contribute to process-centric supply chains, by discussing the benefits of these tools from the perspective of process actors.

The increase in business process management projects in the past decade has seen an increase in demand for business process modelling (BPM) techniques. A rapidly growing aspect of BPM is the use of workflow management systems to automate routine and sequential processes. Workflows tend to move away from traditional definitions of business processes that can often be forced to fit a model that does not suit its nature. Existing process modelling tools tend to be biased to either the informational, behavioural or object‐oriented aspect of the workflow. Because of this, models can often miss important aspects of a workflow. As well as managing the relationship between the types of model it is important to consider who will be using it, as process models are useful in various ways. The paper aims to address these issues.

This paper reports on a case study in a manufacturing company, where users were surveyed to see which are the notations that are most common in modelling based on two main categories (i.e. behavioural and informational).

The research outcomes showed that there is no prevailing set of standards used for either of these categories, while most users feel the need to use more than one approach to model their system at any given time. Many companies face problems when trying to model the behaviour of human workers in the business processes. Existing techniques are mostly designed at modelling information systems or business processes, and rarely attempt to integrate the two.

This paper proposes the use of a new hybrid modelling methodology, which is an original idea, on existing tools and methodologies. Key authors in the literature recommend against the trend of developing a brand new methodology, so existing tools from each end of the scale were combined to provide a solution which is capable of modelling IS and BP.