Now showing items 1-5 of 5

  • Analysing the Role of BPM in Driving Customer Satisfaction 

    Kumar, Vikas; Smart, Andi; Maull, Roger S.; Maddern, Harry (2007-06-14)
    Achieving high levels of customer satisfaction is a core issue for any business. This paper presents the results of an empirical analysis, based on longitudinal data from a large UK bank on drivers of customer satisfaction. ...
  • Customer satisfaction and service quality in UK financial services 

    Maddern, Harry; Maull, Roger S.; Smart, Andi; Baker, P. (Emerald, 2007)
    This paper reports the results of a longitudinal study into the drivers of customer satisfaction in a large UK Bank. The findings confirm the significance of staff satisfaction and service quality, suggested by the service ...
  • Measuring business process management in UK financial services 

    Maddern, Harry; Maull, Roger S. (University of Exeter Business School, 2003)
    There is a growing interest in the nature and significance of business processes both within the business community and in management research. For many researchers, process has evolved from its re-engineering origins to ...
  • 'Second Generation' process thinking: a case study from UK financial services 

    Maddern, Harry; Maull, Roger S. (University of Exeter Business School, 2003)
    This paper traces the emergence of 'second generation' process thinking in a large UK Bank. In common with many companies, the bank had vigorously embraced the BPR revolution in the early 1990s, only to find the targeted ...
  • Understanding business process management: implications for theory and practice 

    Smart, Andi; Maddern, Harry; Maull, Roger S. (Wiley-Blackwell, 2009-12)
    This paper presents an empirically validated framework of business process management (BPM) to enable the pursuit of BPM theory. Phase 1 of the research focused on the development of an initial framework of BPM, derived ...