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The purpose of this paper is to examine the deficiencies and the sources of deficiencies in process changes associated with the implementation of enterprise systems (ES).

In‐depth studies of four firms and additional verification in seven other firms.

Results reveal that deficiencies of process changes with ES are mainly associated with the packaged and integrated nature of enterprise system software, particularly its configurability, in‐built processes, multiple options, data and process integration, streamlined processes, and standard processes. In order to eliminate deficiencies and gain benefits, organizations need to invest in on‐going software exploration, business examination, and process and software changes that align new processes and management responsibilities.

In the expanding world of ES research, this study is significant because it explores the sources of deficiencies associated with process change and provides guidance to user organizations on ways to manage such deficiencies. The results of the study may also be of benefit with other packaged software that integrates processes within and between organizations, for example, customer relationship management and supply chain management.

The purpose of this paper is to report the findings of a study on the management of intellectual capital in Fortune Motors. It intends to highlight how an automobile service firm apply dynamic knowledge management concept to create new service processes which resulted in breaking through the bottleneck of profit loss.

The study is based on an in‐depth case study, semi‐structured interviews and extensive access to the secondary data on the firm. A qualitative approach was used to analyze the data due to the complexity of contextual content.

The proposed model has been validated and found that dynamic capabilities could enhance knowledge management by linking external resources or stimuli and internal knowledge management practices. Empirical evidence has also been provided on how a firm can apply dynamic capabilities to its knowledge management to substantiate service innovation.

Further studies verifying the linkage between knowledge management and specific capabilities can be extended from this study.

The proposed model provides a guideline for practitioners in managing their valuable knowledge and enhancing the existing knowledge management practices.

This paper identifies a gap in the linkage between knowledge management and constant environmental changes that has been overlooked. To narrow down this research gap, a model of a cyclical flow has been proposed containing processes of integration/coordination, learning/experimentation and innovation and transformation.

The purpose of this paper is to seek effective measurement methods that reflect the real value of process capital.

From a system model perspective, the authors refined the existing knowledge of process measurement by distinguishing three kinds of indicator for the value of process capital: input, output, and the capability to manage process capital. The design of this study, therefore, incorporates a longitudinal analysis of the content of process capital and traces its evolution by attaching a monetary value to activities and assets.

The tested results reveal that the input measure is a less effective measure for process capital, while the output measure is a valid one for measuring operational and managerial performance of process capital. The capability to manage process capital can predict all dimensions of process capital in both the short‐ and long‐term periods.

A practical view of process capital enhances the current understanding of process capital by highlighting the sustainability of process value and the validity of measuring output and management capability of the process capital. Second, the study results also explain the productivity paradox because of the complexity of the hidden cost of process input and the distinctive capability of organizations in managing technology and complementary resources. Finally, the system view of process capital, from input through process to output of the process capital, with operationalized measures, provides a useful reference for examining intellectual capital.

The findings offer a more robust definition of process capital as a firm's established capability to exploit the knowledge of business processes and organize resources in designing and managing business activities for sustained value.

Drawing on social identity theory, the purpose of this paper is to propose and test a conceptual framework of the mechanism of customer response toward corporate social responsibility (CSR) initiatives of Islamic banks.

A survey was completed by 203 customers of Islamic banks in Bahrain. Structural equation modeling, was used to test the hypotheses.

Islamic ethics fit partially mediates the relationship between CSR initiatives and consumer-bank identification (CBI) which in turn contributes positively to customer advocacy. These findings emphasize the importance of CSR practices compliance with Islamic ethics principles for customers to identify with and advocate Islamic bank.

Understanding the mechanism of customers’ responses toward CSR initiatives of Islamic banks provides insights into the complexities of Islamic bank customers’ perceptions of CSR initiatives. The successful introduction of a mediating variable, namely, Islamic ethics fit suggests future research opportunities.

Much of the value of the present work is because of the findings regarding the relationship between CSR and customer responses. The originality of this study lies in being the first research examining the mediating role of Islamic ethics fit to the relationship between CSR initiatives and CBI which in turn enhances Islamic banks’ advocacy.

This study aims to evaluate cognitive, personal and environmental factors affecting investors’ behavioral intentions (BI) to invest in ṣukūk (Islamic investment certificates) in Pakistan.

Data from 462 participants were collected through survey-questionnaires by using the convenient sampling technique. Hypothesized proposed relationships among the constructs were examined by applying the structural equation modeling (SEM) technique through smart partial least squares.

Compatibility, internal influence, external influence and intrinsic motivation were found to be significant predictors of investors’ BI to invest in ṣukūk. In addition, it was found that the religious aspect not only affects investors’ BI positively but also works as a moderator in the relationships between BI and both internal and external influence.

The results are quite helpful for ṣukūk issuers and regulators to consider cognitive, personal and environmental factors that might enhance the adoption of ṣukūk, especially among Muslim investors.

This study is among the few research studies that shed light on investors’ BI to invest in ṣukūk. Using social cognitive theory, the study investigates the cognitive, personal and environmental factors influencing ṣukūk adoption, which were previously unexplored. In addition, this is the first study that unveils the influential factors of ṣukūk adoption in Pakistan, a Muslim-majority country.

This study aims to determine the non-economic factors that probably influence the Pakistani farmers to use Islamic finance for agricultural production. This paper analyzes the other religiosity and familial leadership constructs in the standard theory of planned behavior (TPB) model from the Islamic banking perspective.

Data were collected from 233 farmers using snowball sampling techniques and partial least square structural equation modeling used for data analysis. An additional qualitative analysis was conducted of seven respondents through semi-structured interviews to deepen into knowledge about Islamic banking.

The findings demonstrate that attitude, subjective norms, religiosity and familial leadership to use Islamic banking among the farmers play a primary motivating role in manipulating their behavioral intentions to use it. However, PBC negatively affected the behavior of farmers to use Islamic banking.

This study highlights the importance of emotional attachment between the farmers and Islamic financial products according to Shariah law. Therefore, Islamic banks need effective strategies for the development of innovative products in the agricultural sector according to the Shariah principle.

The research contributes to the area of Islamic banking, demonstrating that “familial leadership” significantly influences an individual’s behavior toward decision-making to use Islamic finance.

The purpose of this study is to analyze how to improve the satisfaction and loyalty of Badan Penyelenggara Jaminan Sosial Kesehatan (BPJS) health patients in Indonesia based on services in Islamic hospitals, where the service quality was analyzed from a Sharīʿah perspective.

The sample for this study was 470 Muslim patients from BPJS health, 248 from large Islamic hospitals and 232 from small Islamic hospitals in Central Java, Indonesia. Overall, the respondents were from five large hospitals and five small hospitals. The study used eight service quality variables that were modified from the SERVQUAL, PAKSERV and CARTER models. All the variables used indicators of Sharīʿah principles and tested their effects on satisfaction and loyalty.

The results of the study showed that the insurance system has been proven to significantly increase the satisfaction and loyalty of BPJS health patients. This means that the efforts of the Indonesian Government to improve the level of health by establishing BPJS can benefit the community. Satisfaction can also be increased through the variables of reliability, empathy and responsiveness, while the loyalty of BPJS Health patients is strongly influenced by satisfaction. The sincerity variable can increase the satisfaction and loyalty of BPJS health patients in small hospitals, but not in large hospitals. On the other hand, the variable of compliance can increase the satisfaction and loyalty of BPJS health patients in large hospitals, but not in small hospitals.

The insurance system implemented in Indonesia can influence the improvement of satisfaction and loyalty. Also, hospitals that are fair in serving patients and that apply amanah (trust), tabligh (responsiveness) and are fast in handling BPJS health patients’ complaints are important indicators that need attention from BPJS health and hospitals. These indicators can form variables that can increase satisfaction and loyalty.

Drawing on the resource-based view, ecological modernization theory and upper-echelon theory, this study aims to explore how green manufacturing practices (GMGP) affect the sustainable performance of small and medium enterprises (SMEs).

It also examines the mediating role of green innovation (GIN) and the moderating role of managerial discretion (MD). To test the hypothesized model, the data was collected from 394 manufacturing SMEs though survey and analyzed using SPSS and AMOS (SEM).

The results provide evidence for the positive relationship between GMGP and corporate sustainable performance (CSPR), mediated by GIN. Furthermore, the presence of MD enhances the positive effect of GMGP on CSPR through GIN. Thus, this study enhances the understanding of the relationship between GMGP and CSPR, including its underlying mechanism and conditional effects.

This study collected sample from SMEs located in Punjab province of Pakistan which represents majority of the SMEs; however, future research can take data from other province and with large sample size.

The findings highlight the significance of GMGP and GIN in the manufacturing sector for attaining CSPR goals. GMGP guides business leaders to be more inclined toward the energy and resource consumption as well as waste generation within their organizations which lead to improved CSPR outcomes.

The findings of this study make significant contributions to the existing literature, shedding light on the dynamics between GMGP and CSPR. Moreover, the study offers managerial implications for organizations aiming to enhance their sustainable performance by implementing effective GMGP.

Literature has shown that many companies fail lean implementation or is not able to sustain lean for a long time. Researchers have found that lean failures are associated with leadership, which is a key factor. However, it is not easy and a long time is needed to change the leadership, behaviour and traits. This study aims to introduce the Blue Ocean Leadership concept to address this issue.

A literature review is carried for articles related to critical success factors for Lean and Lean Six Sigma with a focus on leadership factors.

The Blue Ocean Leadership concept focuses on leaders’ acts and activities which can be changed with less effort and time. Seven categories of lean activities for leaders are identified.

Leadership is one of the many factors for the success of lean implementation. This conceptual study focuses only on leadership and it needs further field study for validation.

Blue Ocean Leadership provides lean practitioners and academicians with a new perspective for successful lean implementation.

To the best knowledge of the researcher, there is no similar study in this area. Thus, the finding can form the basis for further research for the benefit of lean communities, especially the small- or medium-sized enterprises with less cost and time.

Halal frozen meat product returns are major challenges in the halal frozen meat supply chain because of the sheer volume and processing costs of returns. The purpose of this paper is to investigate the effect of integrated halal supply chain (IHSC) strategies on effective product returns with halal logistics (HL) as an interceding variable.

This paper used the cross-sectional technique to select samples from a population that revolved around the halal food industry in Malaysia. Data collected from halal service providers who handle halal frozen meat product returns provided insightful findings.

The findings of this paper indicate that the IHSC dimensions, such as interactive fairness, procedural fairness and service coverage, are positively associated with effective product returns. It also shows that HL plays a mediating role between the IHSC and effective product returns.

From a practical viewpoint, this paper suggests that an effective return service system can be designed to emphasise the category of interactive and flexible justice services through refunds or product replacement, depending on customer's demand.

The result of this paper provides insights into how logistics service provider managers effectively and efficiently handle the halal supply chain network when involving product returns.