Title: Incorporating organisational citizenship behaviours into business process reengineering: a theoretical model

Authors: Shih Yung Chou; Katelin Barron; Charles Ramser; Joseph A. Smalley

Addresses: Dillard College of Business Administration, Midwestern State University, 3410 Taft Blvd., Wichita Falls, TX 76308, USA ' University of Texas – Permian Basin, 4901 E. University, Odessa, TX 79762, USA ' Dillard College of Business Administration, Midwestern State University, 3410 Taft Blvd., Wichita Falls, TX 76308, USA ' Dillard College of Business Administration, Midwestern State University, 3410 Taft Blvd., Wichita Falls, TX 76308, USA

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.

Keywords: business process reengineering; BPR; organisational citizenship behaviours; OCBs; business process; organisational performance.

DOI: 10.1504/IJBEX.2021.118184

International Journal of Business Excellence, 2021 Vol.25 No.1, pp.21 - 35

Received: 09 Mar 2019
Accepted: 15 Jun 2019
Published online: 15 Oct 2021 *

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