{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,5,14]],"date-time":"2026-05-14T11:25:48Z","timestamp":1778757948800,"version":"3.51.4"},"reference-count":56,"publisher":"Emerald","issue":"5","license":[{"start":{"date-parts":[[2005,10,1]],"date-time":"2005-10-01T00:00:00Z","timestamp":1128124800000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2005,10,1]]},"abstract":"<jats:sec><jats:title content-type=\"abstract-heading\">Purpose<\/jats:title><jats:p>The goal is to examine the relationship between business process improvement initiatives (BPII), information systems (ISs) integration, and customer focus.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Design\/methodology\/approach<\/jats:title><jats:p>The data for the study were collected at the divisional levels from a list of \u201cFortune 500\u201d firms. A total of 1,100 questionnaires were mailed to divisional managers and 115 responses were used for the data analysis.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Findings<\/jats:title><jats:p>The results of this study support the hypotheses that BPII directly affects customer responsiveness and product\/service innovation. In addition, data integration and communication networks flexibility are found to significantly affect customer responsiveness and product\/service innovation. Communication networks connectivity did not have any significant effect on customer responsiveness and product\/service innovation, respectively. Data integration, intrafirm networks connectivity and networks flexibility are found to significantly mediate the relationship between BPII and customer responsiveness and BPII and product\/service development, respectively. Interfirm networks connectivity was not found to significantly mediate the relationship between BPII and customer responsiveness and BPII and product\/service development, respectively.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Research limitations\/implications<\/jats:title><jats:p>The sample consists of divisions of<jats:italic>Fortune<\/jats:italic>500 firms. Second, the study is cross\u2010sectional; therefore, it lacks the predictive power to find the long\u2010term effects of BPII and IS integration on customer focus. A longitudinal study can be a future research endeavor to validate the results of the study.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Originality\/value<\/jats:title><jats:p>To business managers, the study clarifies the role of IS integration in customer focus.<\/jats:p><\/jats:sec>","DOI":"10.1108\/14637150510619876","type":"journal-article","created":{"date-parts":[[2007,1,15]],"date-time":"2007-01-15T19:42:46Z","timestamp":1168890166000},"page":"532-558","source":"Crossref","is-referenced-by-count":32,"title":["Examining the relationship between business process improvement initiatives, information systems integration and customer focus: an empirical study"],"prefix":"10.1108","volume":"11","author":[{"given":"Ganesh D.","family":"Bhatt","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Marvin D.","family":"Troutt","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"140","reference":[{"key":"key2022020520110727100_b1","doi-asserted-by":"crossref","unstructured":"Attaran, M. 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