Incorporating organisational citizenship behaviours into business process reengineering: a theoretical model
by Shih Yung Chou; Katelin Barron; Charles Ramser; Joseph A. Smalley
International Journal of Business Excellence (IJBEX), Vol. 25, No. 1, 2021

Abstract: Due to increased competition, organisations have long been recognising the impact of business process reengineering (BPR) on organisational performance. Existing research in BPR, however, has predominantly focused on the use of formal organisational processes and systems to enhance organisational performance. Such a focus may fall short of explaining the effect of employee discretionary behaviours on BPR. Thus, the primary purpose of this article is to discuss how organisational citizenship behaviours (OCBs) help facilitate BPR. Using the eight-stage BPR proposed by prior research, this article further proposes that each of the OCB dimensions serves as a unique critical success factor in facilitating each of the eight stages of BPR. From a theoretical standpoint, this article provides a theoretical framework for future research attempting to understand why certain BPR efforts are successful while others fail. Practically, this article provides managers with recommendations for improving BPR through employee OCBs.

Online publication date: Fri, 15-Oct-2021

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