{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,8,2]],"date-time":"2025-08-02T17:47:48Z","timestamp":1754156868083,"version":"3.41.2"},"reference-count":60,"publisher":"Emerald","issue":"6","license":[{"start":{"date-parts":[[2014,10,28]],"date-time":"2014-10-28T00:00:00Z","timestamp":1414454400000},"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":[[2014,10,28]]},"abstract":"<jats:sec>\n               <jats:title content-type=\"abstract-heading\">Purpose<\/jats:title>\n               <jats:p> \u2013 The purpose of this paper is to investigate the impact of dividing the companies\u2019 customers into different priority groups to be served according to their payment history and feedback on the business performance areas: service quality (SQ), business process time (BPT), business process cost (BPC) and customer satisfaction (CS). <\/jats:p>\n            <\/jats:sec>\n            <jats:sec>\n               <jats:title content-type=\"abstract-heading\">Design\/methodology\/approach<\/jats:title>\n               <jats:p> \u2013 A new numerical model to improve CS service waiting time according to their priority queue class, particularly customers in the high priority queue class will be proposed. To validate the proposed numerical model, a call centre at the selected telecommunication company is used as a case study. An empirical analysis based on data from 130 business and IT managers is used to evaluate and investigate if it has an impact on business process (BP) performance. Bivariate correlation analysis was used to test four hypotheses. The results were subjected to reliability and validity analyses. <\/jats:p>\n            <\/jats:sec>\n            <jats:sec>\n               <jats:title content-type=\"abstract-heading\">Findings<\/jats:title>\n               <jats:p> \u2013 The results show that managing customer power is positively associated with BP performance. Furthermore, the results indicate that by using the proposed numerical model, the customers\u2019 satisfaction can be improved. <\/jats:p>\n            <\/jats:sec>\n            <jats:sec>\n               <jats:title content-type=\"abstract-heading\">Research limitations\/implications<\/jats:title>\n               <jats:p> \u2013 The paper has some limitations as it is only tested on one real business organizations and one BP service. Furthermore, the study was conducted only in telecommunication companies. The questionnaires were answered only by IT and business managers in Saudi Arabian telecommunication companies. Therefore, the results cannot be used as a standard and might not be directly transferrable to any sized firm and any other country. Moreover, the results may be affected by common method variance as the authors collected the data from participants by using the same survey and at the same time. <\/jats:p>\n            <\/jats:sec>\n            <jats:sec>\n               <jats:title content-type=\"abstract-heading\">Social implications<\/jats:title>\n               <jats:p> \u2013 The results of this research provide important evidence for business managers and business analysts that managing customers power can enhance the business performance. <\/jats:p>\n            <\/jats:sec>\n            <jats:sec>\n               <jats:title content-type=\"abstract-heading\">Originality\/value<\/jats:title>\n               <jats:p> \u2013 To date, there is only a few researches have been conducted in the area of separating customers into different priority groups to provide services according to their required delivery time, payment history and feedback. However, most of them have not been evaluated in the business environment. Moreover, no previous study has attempted to empirically demonstrate the relationship between creating a BP model which can manage customer power, SQ, BPT, BPC and CS.<\/jats:p>\n            <\/jats:sec>","DOI":"10.1108\/bpmj-07-2013-0099","type":"journal-article","created":{"date-parts":[[2014,10,20]],"date-time":"2014-10-20T11:51:51Z","timestamp":1413805911000},"page":"816-843","source":"Crossref","is-referenced-by-count":5,"title":["An empirical study of a novel managing customer power model and business performance in the mobile service industry"],"prefix":"10.1108","volume":"20","author":[{"given":"Youseef","family":"Alotaibi","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Fei","family":"Liu","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"140","reference":[{"key":"key2020122801332862800_b1","unstructured":"Aburub, F.\n                and \n                  Almahamid, S.M.\n                (2010), \u201cA method for deriving system models based on business process models\u201d, Journal of Information Technology Management, Vol. XXI No. 2, pp. 35-43."},{"key":"key2020122801332862800_b2","doi-asserted-by":"crossref","unstructured":"Alotaibi, Y.\n                and \n                  Liu, F.\n                (2013), \u201cAverage waiting time of customers in a new queue system with different classes\u201d, Business Process Management Journal, Vol. 19 No. 1, pp. 146-168.","DOI":"10.1108\/14637151311294903"},{"key":"key2020122801332862800_b3","unstructured":"Bloemer, J.\n                and \n                  Odekerken-Schroder, G.\n                (2002), \u201cStore satisfaction and store loyalty explained by customer- and store-related factors\u201d, Journal of Customer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 15 No. 1, pp. 68-80."},{"key":"key2020122801332862800_b4","doi-asserted-by":"crossref","unstructured":"Burns, D.J.\n                and \n                  Neisner, L.\n                (2004), \u201cCustomer Satisfaction in a retail setting: the contribution of emotion\u201d, International journal of Retail and Distribution Management, Vol. 34 No. 1, pp. 49-66.","DOI":"10.1108\/09590550610642819"},{"key":"key2020122801332862800_b5","doi-asserted-by":"crossref","unstructured":"Chai, K.-H.\n               , \n                  Ding, Y.\n                and \n                  Xing, Y.\n                (2009), \u201cQuality and customer satisfaction spillovers in the mobile phone industry\u201d, Service Science, Vol. 1 No. 2, pp. 63-102.","DOI":"10.1287\/serv.1.2.93"},{"key":"key2020122801332862800_b6","doi-asserted-by":"crossref","unstructured":"Chan, L.M.A.\n               , \n                  Simchi-Levi, D.\n                and \n                  Swann, J.\n                (2006), \u201cPricing, production, and inventory policies for manufacturing with stochastic demand and discretionary sales\u201d, Manufacturing & Service Operations Management, Vol. 8 No. 2, pp. 149-168.","DOI":"10.1287\/msom.1060.0100"},{"key":"key2020122801332862800_b8","doi-asserted-by":"crossref","unstructured":"Chien, T.-K.\n               , \n                  Su, C.-H.\n                and \n                  SU, C.-T.\n                (2002), \u201cImplementation of a customer satisfaction program: a case study\u201d, Industrial Management & Data Systems, Vol. 102 No. 5, pp. 252-259.","DOI":"10.1108\/02635570210428285"},{"key":"key2020122801332862800_b7","doi-asserted-by":"crossref","unstructured":"Chien, T.-K.\n               , \n                  Chang, T.-H.\n                and \n                  Su, C.-T.\n                (2003), \u201cDid your efforts really win customers\u2019 satisfaction?\u201d, Industrial Management & Data Systems, Vol. 103 No. 4, pp. 253-262.","DOI":"10.1108\/02635570310470647"},{"key":"key2020122801332862800_b9","doi-asserted-by":"crossref","unstructured":"Cho, C.\n                and \n                  Lee, S.\n                (2011), \u201cstudy on process evaluation and selection model for business process management\u201d, Expert Systems with Applications, Vol. 38 No. 5, pp. 6339-6350.","DOI":"10.1016\/j.eswa.2010.11.105"},{"key":"key2020122801332862800_b10","doi-asserted-by":"crossref","unstructured":"Choudhary, V.\n                (2010), \u201cUse of pricing schemes for differentiating information goods\u201d, Information Systems Research, Vol. 21 No. 1, pp. 78-92.","DOI":"10.1287\/isre.1080.0203"},{"key":"key2020122801332862800_b11","doi-asserted-by":"crossref","unstructured":"Chuang, P.-T.\n                (2010), \u201cIncorporating disservice analysis to enhance perceived service quality\u201d, Industrial Management & Data Systems, Vol. 110 No. 3, pp. 368-391.","DOI":"10.1108\/02635571011030033"},{"key":"key2020122801332862800_b12","doi-asserted-by":"crossref","unstructured":"Cordella, A.\n                (2006), \u201cTransaction costs and information systems: does IT add up?\u201d, Journal of Information Technology, Vol. 21 No. 3, pp. 195-202.","DOI":"10.1057\/palgrave.jit.2000066"},{"key":"key2020122801332862800_b13","doi-asserted-by":"crossref","unstructured":"Cronbach, L.J.\n                (1951), \u201cCoefficient alpha and the internal structure of tests\u201d, Psychometrika, Vol. 16 No. 3, pp. 297-334.","DOI":"10.1007\/BF02310555"},{"key":"key2020122801332862800_b14","doi-asserted-by":"crossref","unstructured":"Dabholkar, P.A.\n                and \n                  Overby, J.W.\n                (2005), \u201cLinking process and outcome to service quality and customer satisfaction evaluation: an investigation of real estate agent service\u201d, International Journal of Service Industry Management, Vol. 16 No. 1, pp. 10-27.","DOI":"10.1108\/09564230510587131"},{"key":"key2020122801332862800_b15","doi-asserted-by":"crossref","unstructured":"Deshpande, V.\n               , \n                  Cohen, M.A.\n                and \n                  Donohue, K.\n                (2003), \u201cA threshold inventory rationing policy for service-differentiated demand classes\u201d, Management Science, Vol. 49 No. 6, pp. 683-703.","DOI":"10.1287\/mnsc.49.6.683.16022"},{"key":"key2020122801332862800_b16","unstructured":"DeVellis, R.F.\n                (2012), Scale Development: Theory and Applications, 3rd ed., Vol. 26, SAGE Publications, CA."},{"key":"key2020122801332862800_b17","doi-asserted-by":"crossref","unstructured":"Dobson, G.\n                and \n                  Sainathan, A.\n                (2011), \u201cOn the impact of analyzing customer information and prioritizing in a service system\u201d, Decision Support Systems, Vol. 51 No. 4, pp. 875-883.","DOI":"10.1016\/j.dss.2011.02.006"},{"key":"key2020122801332862800_b18","doi-asserted-by":"crossref","unstructured":"Doomun, R.\n                and \n                  Jungum, N.V.\n                (2008), \u201cBusiness process modelling, simulation and reengineering: call centers\u201d, Business Process Management Journal, Vol. 14 No. 6, pp. 838-848.","DOI":"10.1108\/14637150810916017"},{"key":"key2020122801332862800_b19","doi-asserted-by":"crossref","unstructured":"Duran, S.\n               , \n                  Liu, T.\n               , \n                  Simchilevi, D.\n                and \n                  Swann, J.\n                (2008), \u201cPolicies utilizing tactical inventory for service-differentiated customers\u201d, Operations Research Letters, Vol. 36 No. 2, pp. 259-264.","DOI":"10.1016\/j.orl.2007.05.013"},{"key":"key2020122801332862800_b20","unstructured":"Earl, R.B.\n                (2013), The Practice of Social Research, 13th ed., Wadsworth Publishing."},{"key":"key2020122801332862800_b21","doi-asserted-by":"crossref","unstructured":"Ernst, R.\n                and \n                  Cohen, M.A.\n                (1992), \u201cCustomer prioritization strategies for distribution management\u201d, International Journal of Operations & Production Management, Vol. 12 No. 3, pp. 25-38.","DOI":"10.1108\/01443579210008105"},{"key":"key2020122801332862800_b22","doi-asserted-by":"crossref","unstructured":"Frank, K.C.\n               , \n                  Zhang, R.Q.\n                and \n                  Duenyas, I.\n                (2003), \u201cOptimal policies for inventory systems with priority demand classes\u201d, Operations Research, Vol. 51 No. 6, pp. 993-1002.","DOI":"10.1287\/opre.51.6.993.24923"},{"key":"key2020122801332862800_b23","doi-asserted-by":"crossref","unstructured":"Gregoriades, A.\n                and \n                  Sutcliffe, A.\n                (2008), \u201cA socio-technical approach to business process simulation\u201d, Decision Support Systems, Vol. 45 No. 4, pp. 1017-1030.","DOI":"10.1016\/j.dss.2008.04.003"},{"key":"key2020122801332862800_b24","doi-asserted-by":"crossref","unstructured":"Gronroos, C.\n                (1994), \u201cFrom scientific management to service management: a management perspective for the age of service competition\u201d, International Journal of Service Industry Management, Vol. 5 No. 1, p. -.","DOI":"10.1108\/09564239410051885"},{"key":"key2020122801332862800_b25","doi-asserted-by":"crossref","unstructured":"Halinen, A.\n               , \n                  Medlin, C.J.\n                and \n                  T\u00f6rnroos, J.-\u00c5.\n                (2012), \u201cTime and process in business network research\u201d, Industrial Marketing Management, Vol. 41 No. 2, pp. 215-223.","DOI":"10.1016\/j.indmarman.2012.01.006"},{"key":"key2020122801332862800_b26","doi-asserted-by":"crossref","unstructured":"Hammer, M.\n                and \n                  Champy, J.\n                (1993), Reengineering the Corporation a Manifesto For Business Revolution, Harper Business, New York, NY.","DOI":"10.1016\/S0007-6813(05)80064-3"},{"key":"key2020122801332862800_b27","doi-asserted-by":"crossref","unstructured":"Hvolby, H.-H.\n                and \n                  Trienekens, J.H.\n                (2010), \u201cChallenges in business systems integration\u201d, Computers in Industry, Vol. 61 No. 9, pp. 808-812.","DOI":"10.1016\/j.compind.2010.07.006"},{"key":"key2020122801332862800_b28","doi-asserted-by":"crossref","unstructured":"Jenkin, T.A.\n                and \n                  Chan, Y.E.\n                (2009), \u201cIS project alignment \u2013 a process perspective\u201d, Journal of Information Technology, Vol. 25 No. 1, pp. 35-55.","DOI":"10.1057\/jit.2009.10"},{"key":"key2020122801332862800_b29","doi-asserted-by":"crossref","unstructured":"Jouini, O.\n               , \n                  Pot, A.\n               , \n                  Koole, G.\n                and \n                  Dallery, Y.\n                (2010), \u201cOnline scheduling policies for multiclass call centers with impatient customers\u201d, European Journal of Operational Research, Vol. 207 No. 1, pp. 258-268.","DOI":"10.1016\/j.ejor.2010.02.036"},{"key":"key2020122801332862800_b30","doi-asserted-by":"crossref","unstructured":"Lepmets, M.\n               , \n                  Mcbride, T.\n                and \n                  Ras, E.\n                (2012), \u201cGoal alignment in process improvement\u201d, Journal of Systems and Software, Vol. 85 No. 6, pp. 1440-1452.","DOI":"10.1016\/j.jss.2012.01.038"},{"key":"key2020122801332862800_b31","doi-asserted-by":"crossref","unstructured":"Millet, P.-A.\n               , \n                  Schmitt, P.\n                and \n                  Botta-Genoulaz, V.\n                (2009), \u201cThe SCOR model for the alignment of business processes and information systems\u201d, Enterprise Information Systems, Vol. 3 No. 4, pp. 393-407.","DOI":"10.1080\/17517570903030833"},{"key":"key2020122801332862800_b32","unstructured":"Moshe, Z.\n               , \n                  Nava, P.\n                and \n                  Ron, L.\n                (2005), \u201cMeasuring user satisfaction and perceived usefulness in the erp context\u201d, Journal of Computer Information Systems, Vol. 45 No. 3, pp. 43-52."},{"key":"key2020122801332862800_b33","unstructured":"Munusamy, J.\n               , \n                  Chelliah, S.\n                and \n                  Mun, H.W.\n                (2010), \u201cService quality delivery and its impact on customer satisfaction in the banking sector in Malaysia\u201d, International Journal of Innovation, Management and Technology, Vol. 1 No. 4, pp. 398-404."},{"key":"key2020122801332862800_b34","doi-asserted-by":"crossref","unstructured":"Neubauer, T.\n                (2009), \u201cAn empirical study about the status of business process management\u201d, Business Process Management Journal, Vol. 15 No. 2, pp. 166-183.","DOI":"10.1108\/14637150910949434"},{"key":"key2020122801332862800_b35","unstructured":"Normann, R.\n                (2000), Service Management : Strategy and Leadership in Service Business, Wiley, Chichester."},{"key":"key2020122801332862800_b36","unstructured":"Nunnally, J.C.\n                and \n                  Bernstein, I.H.\n                (1994), Psychometrics Theory, 3rd ed., McGraw-Hill, New York, NY."},{"key":"key2020122801332862800_b37","doi-asserted-by":"crossref","unstructured":"O'regan, N.\n                and \n                  Ghobadian, A.\n                (2002), \u201cFormal strategic planning: the key to effective business process management?\u201d, Business Process Management Journal, Vol. 8 No. 5, pp. 416-429.","DOI":"10.1108\/14637150210449102"},{"key":"key2020122801332862800_b39","doi-asserted-by":"crossref","unstructured":"Pan, J.-N.\n               , \n                  Kuo, T.-C.\n                and \n                  Bretholt, A.\n                (2010), \u201cDeveloping a new key performance index for measuring service quality\u201d, Industrial Management & Data Systems, Vol. 110 No. 6, pp. 823-840.","DOI":"10.1108\/02635571011055072"},{"key":"key2020122801332862800_b40","unstructured":"Parsa, H.G.\n                and \n                  Naipaul, S.\n                (2007), \u201cPrice-ending strategies and managerial perspectives: a reciprocal phenomenon \u2013 part I\u201d, Journal of Services Research, Vol. 7 No. 2, pp. 7-26."},{"key":"key2020122801332862800_b41","doi-asserted-by":"crossref","unstructured":"Perel, N.\n                and \n                  Yechiali, U.\n                (2010), \u201cQueues with slow servers and impatient customers\u201d, European Journal of Operational Research, Vol. 201 No. 1, pp. 247-258.","DOI":"10.1016\/j.ejor.2009.02.024"},{"key":"key2020122801332862800_b70","doi-asserted-by":"crossref","unstructured":"Piccoli, G.\n                and \n                  Lloyd, R.\n                (2010), \u201cStrategic impacts of IT-enabled consumer power: insight from internet distribution in the U.S. lodging industry\u201d, Information & Management, Vol. 47 No. 8, pp. 333-340.","DOI":"10.1016\/j.im.2010.07.002"},{"key":"key2020122801332862800_b42","doi-asserted-by":"crossref","unstructured":"Pyon, C.U.\n               , \n                  Woo, J.Y.\n                and \n                  Park, S.C.\n                (2011), \u201cService improvement by business process management using customer complaints in financial service industry\u201d, Expert Systems with Applications, Vol. 38 No. 4, pp. 3267-3279.","DOI":"10.1016\/j.eswa.2010.08.112"},{"key":"key2020122801332862800_b43","doi-asserted-by":"crossref","unstructured":"Roos, I.\n                and \n                  Edvardsson, B.\n                (2008), \u201cCustomer-support service in the relationship perspective\u201d, Managing Service Quality, Vol. 18 No. 1, pp. 87-107.","DOI":"10.1108\/09604520810842858"},{"key":"key2020122801332862800_b44","unstructured":"Rossi, P.H.\n               , \n                  Wright, J.D.\n                and \n                  Anderson, A.B.\n                (1983), Handbook of survey research, Academic Press, New York, NY."},{"key":"key2020122801332862800_b45","doi-asserted-by":"crossref","unstructured":"Ryan, G.\n                and \n                  Valverde, M.\n                (2006), \u201cWaiting in line for online services: a qualitative study of the user's perspective\u201d, Information Systems Journal, Vol. 16 No. 2, pp. 181-211.","DOI":"10.1111\/j.1365-2575.2006.00214.x"},{"key":"key2020122801332862800_b46","doi-asserted-by":"crossref","unstructured":"Saura, I.G.\n               , \n                  Franc\u00e9s, D.S.\n               , \n                  Contr\u00ed, G.B.\n                and \n                  Blasco, M.F.\n                (2008), \u201cLogistics service quality: a new way to loyalty\u201d, Industrial Management & Data Systems, Vol. 108 No. 5, pp. 650-668.","DOI":"10.1108\/02635570810876778"},{"key":"key2020122801332862800_b47","doi-asserted-by":"crossref","unstructured":"Schwarz, M.\n                and \n                  Daduna, H.\n                (2006), \u201cQueueing systems with inventory management with random lead times and with backordering\u201d, Mathematical Methods of Operations Research, Vol. 64 No. 3, pp. 383-414.","DOI":"10.1007\/s00186-006-0085-1"},{"key":"key2020122801332862800_b48","doi-asserted-by":"crossref","unstructured":"Sharma, S.\n               , \n                  Goyal, D.P.\n                and \n                  Mittal, R.K.\n                (2008), \u201cData Mining research for customer relationship management systems: a framework and analysis\u201d, International journal of Business Information Systems, Vol. 3 No. 5, pp. 549-565.","DOI":"10.1504\/IJBIS.2008.018605"},{"key":"key2020122801332862800_b49","doi-asserted-by":"crossref","unstructured":"Shekarchizadeh, A.\n               , \n                  Rasli, A.\n                and \n                  Hon-Tat, H.\n                (2011), \u201cServqual in Malaysian universities: perspectives of international students\u201d, Business Process Management Journal, Vol. 17 No. 1, pp. 67-81.","DOI":"10.1108\/14637151111105580"},{"key":"key2020122801332862800_b50","doi-asserted-by":"crossref","unstructured":"Shim, S.J.\n                and \n                  Kumar, A.\n                (2010), \u201cSimulation for emergency care process reengineering in hospitals\u201d, Business Process Management Journal, Vol. 16 No. 5, pp. 795-805.","DOI":"10.1108\/14637151011076476"},{"key":"key2020122801332862800_b51","doi-asserted-by":"crossref","unstructured":"Siha, S.M.\n                and \n                  Saad, G.H.\n                (2008), \u201cBusiness process improvement: empirical assessment and extensions\u201d, Business Process Management Journal, Vol. 14 No. 6, pp. 778-802.","DOI":"10.1108\/14637150810915973"},{"key":"key2020122801332862800_b52","doi-asserted-by":"crossref","unstructured":"Streiner, D.L.\n                (2003), \u201cStarting at the beginning: an introduction to coefficient alpha and internal consistency\u201d, Journal of Personality Assessment, Vol. 80 No. 1, pp. 99-103.","DOI":"10.1207\/S15327752JPA8001_18"},{"key":"key2020122801332862800_b53","doi-asserted-by":"crossref","unstructured":"Takala, J.\n               , \n                  Bhufhai, A.\n                and \n                  Phusavat, K.\n                (2006), \u201cProposed verification method for the content suitability of the customer satisfaction survey\u201d, Industrial Management & Data Systems, Vol. 106 No. 6, pp. 841-854.","DOI":"10.1108\/02635570610671515"},{"key":"key2020122801332862800_b54","doi-asserted-by":"crossref","unstructured":"Tempelmeier, H.\n                (2006), \u201cSupply chain inventory optimization with two customer classes in discrete time\u201d, European Journal of Operational Research, Vol. 174 No. 1, pp. 600-621.","DOI":"10.1016\/j.ejor.2005.01.044"},{"key":"key2020122801332862800_b55","doi-asserted-by":"crossref","unstructured":"Tidstr\u00f6m, A.\n                and \n                  Hagberg-Andersson, \u00c5.\n                (2012), \u201cCritical events in time and space when cooperation turns into competition in business relationships\u201d, Industrial Marketing Management, Vol. 41 No. 2, pp. 333-343.","DOI":"10.1016\/j.indmarman.2012.01.005"},{"key":"key2020122801332862800_b56","doi-asserted-by":"crossref","unstructured":"Wu, C.-R.\n               , \n                  Lin, C.-T.\n                and \n                  Tsai, P.-H.\n                (2010), \u201cEvaluating business performance of wealth management banks\u201d, European Journal of Operational Research, Vol. 207 No. 2, pp. 971-979.","DOI":"10.1016\/j.ejor.2010.04.034"},{"key":"key2020122801332862800_b57","doi-asserted-by":"crossref","unstructured":"Xia, L.\n               , \n                  Monroe, K.B.\n                and \n                  Cox, J.L.\n                (2004), \u201cThe price is unfair! a conceptual framework of price unfairness perceptions\u201d, Journal of Marketing, Vol. 68 No. 4, pp. 1-15.","DOI":"10.1509\/jmkg.68.4.1.42733"},{"key":"key2020122801332862800_b58","doi-asserted-by":"crossref","unstructured":"Yao, Y.\n                and \n                  Zhang, J.\n                (2012), \u201cPricing for shipping services of online retailers: analytical and empirical approaches\u201d, Decision Support Systems, Vol. 53 No. 2, pp. 368-380.","DOI":"10.1016\/j.dss.2012.01.014"},{"key":"key2020122801332862800_b59","doi-asserted-by":"crossref","unstructured":"Zhao, N.\n                and \n                  Lian, Z.\n                (2011), \u201cA queueing-inventory system with two classes of customers\u201d, International Journal of Production Economics, Vol. 129 No. 1, pp. 225-231.","DOI":"10.1016\/j.ijpe.2010.10.011"},{"key":"key2020122801332862800_frd1","doi-asserted-by":"crossref","unstructured":"Ozcelik, Y.\n                (2010), \u201cDo business process reengineering projects payoff? Evidence from the United States\u201d, International Journal of Project Management, Vol. 28 No. 1, pp. 7-13.","DOI":"10.1016\/j.ijproman.2009.03.004"}],"container-title":["Business Process Management Journal"],"original-title":[],"language":"en","link":[{"URL":"http:\/\/www.emeraldinsight.com\/doi\/full-xml\/10.1108\/BPMJ-07-2013-0099","content-type":"unspecified","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/BPMJ-07-2013-0099\/full\/xml","content-type":"application\/xml","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/BPMJ-07-2013-0099\/full\/html","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,7,24]],"date-time":"2025-07-24T23:15:29Z","timestamp":1753398929000},"score":1,"resource":{"primary":{"URL":"http:\/\/www.emerald.com\/bpmj\/article\/20\/6\/816-843\/257124"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2014,10,28]]},"references-count":60,"journal-issue":{"issue":"6","published-print":{"date-parts":[[2014,10,28]]}},"alternative-id":["10.1108\/BPMJ-07-2013-0099"],"URL":"https:\/\/doi.org\/10.1108\/bpmj-07-2013-0099","relation":{},"ISSN":["1463-7154"],"issn-type":[{"type":"print","value":"1463-7154"}],"subject":[],"published":{"date-parts":[[2014,10,28]]}}}