{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,8,2]],"date-time":"2025-08-02T18:03:57Z","timestamp":1754157837690,"version":"3.41.2"},"reference-count":56,"publisher":"Emerald","issue":"5","license":[{"start":{"date-parts":[[2009,9,25]],"date-time":"2009-09-25T00:00:00Z","timestamp":1253836800000},"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":[[2009,9,25]]},"abstract":"<jats:sec><jats:title content-type=\"abstract-heading\">Purpose<\/jats:title><jats:p>The purpose of this paper is to empirically investigate and compare the moderating effects of the two basic business process change paradigms \u2013 business process reengineering (BPR) and total quality management (TQM) \u2013 on the business value generated for firms by their information and communication technologies (ICT) investment.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Design\/methodology\/approach<\/jats:title><jats:p>Using data collected through a survey of 271 Greek firms, moderated regression models founded on the Cobb\u2010Douglas 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\u2010computer capital, the value of the computer capital and BPR (TQM) measures.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Findings<\/jats:title><jats:p>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.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Research limitations\/applications<\/jats:title><jats:p>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.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Practical implications<\/jats:title><jats:p>Both BPR and TQM are important ICT \u201ccomplementary factors\u201d, 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.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Originality\/value<\/jats:title><jats:p>This study investigates and compares the moderating effects of the two main business process paradigms \u2013 BPR and TQM \u2013 based on reliable measurement of both through validated multi\u2010item scales, and also on theoretically sound models, founded on the Cobb\u2010Douglas production function.<\/jats:p><\/jats:sec>","DOI":"10.1108\/17410390910993545","type":"journal-article","created":{"date-parts":[[2009,10,17]],"date-time":"2009-10-17T07:04:45Z","timestamp":1255763085000},"page":"564-586","source":"Crossref","is-referenced-by-count":9,"title":["An empirical investigation of the moderating effects of BPR and TQM on ICT business value"],"prefix":"10.1108","volume":"22","author":[{"given":"E.","family":"Loukis","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"K.","family":"Pazalos","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"St.","family":"Georgiou","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"140","reference":[{"key":"key2022021820061586700_b1","doi-asserted-by":"crossref","unstructured":"Ahire, S.L., Golhar, D.Y. and Waller, M.A. (1996), \u201cDevelopment and validation of TQM implementation constructs\u201d, Decision Sciences, Vol. 27 No. 1, pp. 23\u201056.","DOI":"10.1111\/j.1540-5915.1996.tb00842.x"},{"key":"key2022021820061586700_b2","unstructured":"Aiken, L.S. and West, S.G. (1996), Multiple Regression: Testing and Interpreting Interactions, Sage Publications, Newbury Park, CA."},{"key":"key2022021820061586700_b3","doi-asserted-by":"crossref","unstructured":"Al\u2010Mashari, M. and Zairi, M. (2000), \u201cRevisiting BPR: a holistic review of practice and development\u201d, Business Process Management Journal, Vol. 6 No. 1, pp. 10\u201042.","DOI":"10.1108\/14637150010283045"},{"key":"key2022021820061586700_b4","doi-asserted-by":"crossref","unstructured":"Al\u2010Mashari, M., Irani, Z. and Zairi, M. (2001), \u201cProcess reengineering: a survey of international experience\u201d, Business Process Management Journal, Vol. 7 No. 5, pp. 437\u201053.","DOI":"10.1108\/14637150110406812"},{"key":"key2022021820061586700_b5","doi-asserted-by":"crossref","unstructured":"Armstrong, J.S. and Overton, T. (1977), \u201cEstimating nonresponse bias in mail surveys\u201d, Journal of Marketing Research, Vol. 14 No. 3, pp. 396\u2010402.","DOI":"10.1177\/002224377701400320"},{"key":"key2022021820061586700_b6","doi-asserted-by":"crossref","unstructured":"Arvanitis, S. (2005), \u201cComputerization, workplace organization, skilled labour and firm productivity: evidence for the Swiss business sector\u201d, Economics of Innovation and New Technology, Vol. 14 No. 4, pp. 225\u201049.","DOI":"10.1080\/1043859042000226257"},{"key":"key2022021820061586700_b7","doi-asserted-by":"crossref","unstructured":"Attaran, M. (2003), \u201cInformation technology and business process redesign\u201d, Business Process Management Journal, Vol. 9 No. 4, pp. 440\u201058.","DOI":"10.1108\/14637150310484508"},{"key":"key2022021820061586700_b8","doi-asserted-by":"crossref","unstructured":"Bresnahan, T., Brynjolfsson, E. and Hitt, L.M. (2002), \u201cTechnology, workplace organization and the demand for skilled labor: firm\u2010level evidence\u201d, Quarterly Journal of Economics, Vol. 117, pp. 339\u201076.","DOI":"10.1162\/003355302753399526"},{"key":"key2022021820061586700_b9","unstructured":"Browne, M.W. and Cudeck, R. (1993), \u201cAlternative ways of assessing model fit\u201d, in Bollen, K.A. and Long, S. (Eds), Testing Structural Equation Models, Sage Publications, Newbury Park, CA."},{"key":"key2022021820061586700_b10","doi-asserted-by":"crossref","unstructured":"Brynjolfsson, E. (1993), \u201cThe productivity paradox of information technology: review and assessment\u201d, Communications of the ACM, Vol. 36 No. 12, pp. 67\u201077.","DOI":"10.1145\/163298.163309"},{"key":"key2022021820061586700_b11","doi-asserted-by":"crossref","unstructured":"Brynjolfsson, E. and Hitt, L.M. (1996), \u201cFirm level evidence on the returns to information systems spending\u201d, Management Science, Vol. 42 No. 4, pp. 541\u201058.","DOI":"10.1287\/mnsc.42.4.541"},{"key":"key2022021820061586700_b12","doi-asserted-by":"crossref","unstructured":"Brynjolfsson, E. and Hitt, L.M. (1998), \u201cBeyond the productivity paradox \u2013 computers are the catalyst for bigger changes\u201d, Communications of the ACM, Vol. 41 No. 8, pp. 49\u201055.","DOI":"10.1145\/280324.280332"},{"key":"key2022021820061586700_b13","doi-asserted-by":"crossref","unstructured":"Brynjolfsson, E. and Hitt, L.M. (2000), \u201cBeyond computation: information technology, organizational transformation and business performance\u201d, Journal of Economic Perspectives, Vol. 14 No. 4, pp. 23\u201048.","DOI":"10.1257\/jep.14.4.23"},{"key":"key2022021820061586700_b14","unstructured":"Byrne, B.M. (2001), Structural Equation Modeling With AMOS: Basic Concepts, Applications and Programming, Lawrence Erlbaum Associates, Mahwah, NJ."},{"key":"key2022021820061586700_b15","unstructured":"Chapman, R.G. (1992), \u201cAssessing non\u2010response bias the right way: a customer satisfaction case study\u201d, American Marketing Association Summer Educators Proceedings, pp. 322\u20109."},{"key":"key2022021820061586700_b16","unstructured":"Chin, W.W. (1998), \u201cIssues and opinion on structural equation modeling\u201d, MIS Quarterly, Vol. 22 No. 1, pp. 7\u201016."},{"key":"key2022021820061586700_b17","unstructured":"Davenport, T. (1993), Process Innovation: Re\u2010engineering Work through Information Technology, Harvard Business School Press, Boston, MA."},{"key":"key2022021820061586700_b18","unstructured":"Davenport, T. and Nohria, N. (1994), \u201cCase management and the integration of labor\u201d, Sloan Management Review, Vol. 35 No. 3, pp. 11\u201023."},{"key":"key2022021820061586700_b19","doi-asserted-by":"crossref","unstructured":"Devaraj, S. and Kohli, R. (2000), \u201cInformation technology payoff in the health\u2010care industry: a longitudinal study\u201d, Journal of Management Information Systems, Vol. 16 No. 4, pp. 41\u201065.","DOI":"10.1080\/07421222.2000.11518265"},{"key":"key2022021820061586700_b20","doi-asserted-by":"crossref","unstructured":"Dewhurst, F.W., Martinez\u2010Lorente, A.R. and Sanchez\u2010Rodriguez, C. (2003), \u201cAn initial assessment of the influence of IT on TQM: a multiple case study\u201d, International Journal of Operations & Production Management, Vol. 23 No. 4, pp. 348\u201074.","DOI":"10.1108\/01443570310467302"},{"key":"key2022021820061586700_b21","unstructured":"European Foundation for Quality Management (1998), Self Assessment 1998 \u2013 Guidelines for Companies, European Foundation for Quality Management, Brussels."},{"key":"key2022021820061586700_b22","doi-asserted-by":"crossref","unstructured":"Flynn, B.B., Shroeder, R.G. and Sakakibara, S. (1994), \u201cA framework for quality management research and an associated measurement instrument\u201d, Journal of Operations Management, Vol. 11 No. 4, pp. 339\u201066.","DOI":"10.1016\/S0272-6963(97)90004-8"},{"key":"key2022021820061586700_b23","doi-asserted-by":"crossref","unstructured":"Forza, C. (1995a), \u201cQuality information systems and quality management: a reference model and associated measures for empirical research\u201d, Industrial Management and Data Systems, Vol. 95 No. 2, pp. 6\u201014.","DOI":"10.1108\/02635579510082502"},{"key":"key2022021820061586700_b24","doi-asserted-by":"crossref","unstructured":"Forza, C. (1995b), \u201cThe impact of information systems on quality performance \u2013 an empirical study\u201d, International Journal of Operations and Production Management, Vol. 55 No. 6, pp. 69\u201083.","DOI":"10.1108\/01443579510090363"},{"key":"key2022021820061586700_b25","doi-asserted-by":"crossref","unstructured":"Gefen, D., Straub, D. and Boudreau, M. (2000), \u201cStructural equation modelling and regression: guidelines for research practice\u201d, Communications of the Association for Information Systems, Vol. 4 No. 7, pp. 1\u201080.","DOI":"10.17705\/1CAIS.00407"},{"key":"key2022021820061586700_b26","unstructured":"Giffi, C., Roth, A.V. and Seal, G.M. (1990), Competing in World Class Manufacturing, Business One Irwin, Homewood, IL."},{"key":"key2022021820061586700_b28","unstructured":"Greene, W.H. (2003), Econometric Analysis, 5th ed., Prentice\u2010Hall, Englewood Cliffs, NJ."},{"key":"key2022021820061586700_b27","doi-asserted-by":"crossref","unstructured":"Grover, V., Teng, J., Segars, A.H. and Fiedler, K. (1998), \u201cThe influence of information technology diffusion and business process change on perceived productivity: the IS executive's perspective\u201d, Information and Management, Vol. 34 No. 3, pp. 141\u201059.","DOI":"10.1016\/S0378-7206(98)00054-8"},{"key":"key2022021820061586700_b29","unstructured":"Gujarati, D.N. (2003), Basic Econometrics, 4th ed., Mc\u2010Graw Hill Higher Education, New York, NY."},{"key":"key2022021820061586700_b30","doi-asserted-by":"crossref","unstructured":"Gunasekaran, A. and Nath, B. (1997), \u201cThe role of information technology in business process reengineering\u201d, International Journal of Production Economics, Vol. 50 Nos 2\/3, pp. 91\u2010104.","DOI":"10.1016\/S0925-5273(97)00035-2"},{"key":"key2022021820061586700_b31","unstructured":"Hammer, M. (1990), \u201cRe\u2010engineering work: don't automate, obliterate\u201d, Harvard Business Review, Vol. 68 No. 4, pp. 104\u201012."},{"key":"key2022021820061586700_b32","doi-asserted-by":"crossref","unstructured":"Hammer, M. and Champy, J. (1993), Re\u2010engineering the Corporation: A Manifesto for Business Revolution, Harper Press, New York, NY.","DOI":"10.1016\/S0007-6813(05)80064-3"},{"key":"key2022021820061586700_b33","unstructured":"Hunter, L.W., Bernhardt, A., Hughes, K.L. and Skuratowitz, E. (2000), It's Not Just the ATMs: Firm Strategies, Work Restructuring and Workers' Earnings in Retail Banking, Wharton School, Philadelphia, PA."},{"key":"key2022021820061586700_b34","doi-asserted-by":"crossref","unstructured":"Kearns, G.S. and Lederer, A.L. (2000), \u201cThe effect of strategic alignment on the use of IS\u2010based resources for competitive advantage\u201d, Journal of Strategic Information Systems, Vol. 9 No. 4, pp. 265\u201093.","DOI":"10.1016\/S0963-8687(00)00049-4"},{"key":"key2022021820061586700_b35","unstructured":"Kline, R.B. (2005), Principles and Practice of Structural Equation Modelling, Guilford Press, New York, NY."},{"key":"key2022021820061586700_b36","doi-asserted-by":"crossref","unstructured":"Kock, N.F.J. and McQueen, R.J. (1997), \u201cUsing groupware in quality management programs\u201d, Information Systems Management, Vol. 14 No. 2, pp. 56\u201062.","DOI":"10.1080\/10580539708907046"},{"key":"key2022021820061586700_b37","unstructured":"Loveman, G. (1994), Information Technology and the Corporation in the 1990s, MIT Press, Cambridge, MA."},{"key":"key2022021820061586700_b38","unstructured":"Luftman, J., Kempaiah, R. and Nash, E. (2006), \u201cKey issues for IT executives 2005\u201d, MIS Quarterly Executive, Vol. 5 No. 2, pp. 81\u2010100."},{"key":"key2022021820061586700_b39","doi-asserted-by":"crossref","unstructured":"Martinez\u2010Lorente, A.R., Sanchez\u2010Rodriguez, C. and Dewhurst, F.W. (2004), \u201cThe effect of information technologies on TQM: an initial analysis\u201d, International Journal of Production Economics, Vol. 89 No. 1, pp. 77\u201093.","DOI":"10.1016\/j.ijpe.2003.06.001"},{"key":"key2022021820061586700_b40","doi-asserted-by":"crossref","unstructured":"Melville, N., Kraemer, K. and Gurbaxani, V. (2004), \u201cInformation technology and organizational performance: an integrative model of IT business value\u201d, MIS Quarterly, Vol. 28 No. 2, pp. 283\u2010322.","DOI":"10.2307\/25148636"},{"key":"key2022021820061586700_b41","unstructured":"Nicholson, W. (1998), Microeconomic Theory: Basic Principles and Extensions, 7th ed., Dryden Press, Orlando, FL."},{"key":"key2022021820061586700_b42","unstructured":"National Institute of Standards and Technology (1995), Award Criteria \u2013 Malcolm Baldrige National Quality Award, National Institute of Standards and Technology, Gaithersburg, MD."},{"key":"key2022021820061586700_b44","doi-asserted-by":"crossref","unstructured":"O'Neill, P. and Sohal, A.S. (1999), \u201cBusiness process reengineering: a review of recent literature\u201d, Technovation, Vol. 19 No. 9, pp. 571\u201081.","DOI":"10.1016\/S0166-4972(99)00059-0"},{"key":"key2022021820061586700_b43","unstructured":"Organisation for Economic Co\u2010operation and Development (2004), The Economic Impact of ICT \u2013 Measurement \u2013 Evidence and Implications, Organisation for Economic Co\u2010operation and Development, Paris."},{"key":"key2022021820061586700_b45","doi-asserted-by":"crossref","unstructured":"Pantazi, M.A. and Georgopoulos, N. (2006), \u201cInvestigating the impact of business\u2010process\u2010competent information systems on business performance\u201d, Managing Service Quality, Vol. 16 No. 4, pp. 421\u201034.","DOI":"10.1108\/09604520610675739"},{"key":"key2022021820061586700_b46","unstructured":"Preslac, A.R. (2003), \u201cA firm level study of information technology productivity by industry using financial and market based measures\u201d, Journal of Computer and Information Systems, Vol. 43 No. 4, pp. 72\u201080."},{"key":"key2022021820061586700_b47","unstructured":"Roach, S. (1987), \u201cAmerica's technology dilemma: a profile of the information economy\u201d, Special Economic Study, Morgan Stanley, New York, NY."},{"key":"key2022021820061586700_b48","doi-asserted-by":"crossref","unstructured":"Saraph, J.V., Benson, P.G. and Schroeder, R.G. (1989), \u201cAn instrument for measuring the critical factors of quality management\u201d, Decision Sciences, Vol. 20 No. 4, pp. 810\u201029.","DOI":"10.1111\/j.1540-5915.1989.tb01421.x"},{"key":"key2022021820061586700_b49","doi-asserted-by":"crossref","unstructured":"Soltani, E., Lai, P., Javadeen, S.R.S. and Gholipour, T.H. (2008), \u201cA review of the theory and practice of managing TQM: an integrative framework\u201d, Total Quality Management & Business Excellence, Vol. 19 No. 5, pp. 461\u201079.","DOI":"10.1080\/14783360802018103"},{"key":"key2022021820061586700_b50","unstructured":"Stolarick, K. (1999), \u201cIT spending and firm productivity: additional evidence from the manufacturing sector\u201d, Working Paper 99\u201010, Center for Economic Studies, US Census Bureau, Washington, DC."},{"key":"key2022021820061586700_b52","unstructured":"Strassman, P. (1990), The Business Value of Computers: An Executive's Guide, Information Economic Press, New Canaan, CT."},{"key":"key2022021820061586700_b53","unstructured":"Strassman, P. (1997), The Squandered Computer, Information Economic Press, New Canaan, CT."},{"key":"key2022021820061586700_b51","doi-asserted-by":"crossref","unstructured":"Straub, D., Boudreau, M. and Gefen, D. (2004), \u201cValidation guidelines for IS positivist research\u201d, Communications of the Association for Information Systems, Vol. 13, Article 24, pp. 380\u2010427.","DOI":"10.17705\/1CAIS.01324"},{"key":"key2022021820061586700_b54","doi-asserted-by":"crossref","unstructured":"Venkatraman, N. (1989), \u201cThe concept of fit in strategy research: towards verbal and statistical correspondence\u201d, Academy of Management Review, Vol. 14 No. 3, pp. 423\u201044.","DOI":"10.5465\/amr.1989.4279078"},{"key":"key2022021820061586700_b55","unstructured":"Wan, Z., Fang, Y. and Wade, M. (2007), \u201cA ten\u2010year odyssey of the \u2018IS productivity paradox\u2019 \u2013 a citation analysis (1996\u20102006)\u201d, Proceedings of the The Americas Conference on Information Systems (AMCIS) 2007, Keystone, CO."},{"key":"key2022021820061586700_b56","unstructured":"Weston, F.C.J. (1993), \u201cWeighting \u2018soft\u2019 and \u2018hard\u2019 benefits of information technology\u201d, Manufacturing Systems, Vol. 11 No. 7, pp. 120\u20101."}],"container-title":["Journal of Enterprise Information Management"],"original-title":[],"language":"en","link":[{"URL":"http:\/\/www.emeraldinsight.com\/doi\/full-xml\/10.1108\/17410390910993545","content-type":"unspecified","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/17410390910993545\/full\/xml","content-type":"application\/xml","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/17410390910993545\/full\/html","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,7,25]],"date-time":"2025-07-25T00:19:21Z","timestamp":1753402761000},"score":1,"resource":{"primary":{"URL":"http:\/\/www.emerald.com\/jeim\/article\/22\/5\/564-586\/434090"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2009,9,25]]},"references-count":56,"journal-issue":{"issue":"5","published-print":{"date-parts":[[2009,9,25]]}},"alternative-id":["10.1108\/17410390910993545"],"URL":"https:\/\/doi.org\/10.1108\/17410390910993545","relation":{},"ISSN":["1741-0398"],"issn-type":[{"type":"print","value":"1741-0398"}],"subject":[],"published":{"date-parts":[[2009,9,25]]}}}