Poelmans, Stephan, Reijers, Hajo A. and Recker, Jan C. ORCID: 0000-0002-2072-5792 (2013). Investigating the success of operational business process management systems. Information technology and management, 14 (4). pp. 295-314. Dordrecht: Springer. ISSN 1573-7667

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Link to the document: https://eprints.qut.edu.au/61604/

Abstract

Business process management systems (BPMS) belong to a class of enterprise information systems that are characterized by the dependence on explicitly modeled process logic. Through the process logic, it is relatively easy to manage explicitly the routing and allocation of work items along a business process through the system. Inspired by the DeLone and McLean framework, we theorize that these process-aware system features are important attributes of system quality, which in turn will elevate key user evaluations such as perceived usefulness, and usage satisfaction. We examine this theoretical model using data collected from four different, mostly mature BPM system projects. Our findings validate the importance of input quality as well as allocation and routing attributes as antecedents of system quality, which, in turn, determines both usefulness and satisfaction with the system. We further demonstrate how service quality and workflow dependency are significant precursors to perceived usefulness. Our results suggest the appropriateness of a multi-dimensional conception of system quality for future research, and provide important design-oriented advice for the design and configuration of BPMSs.

Item Type: Journal Article
Creators:
CreatorsEmailORCID
Poelmans, StephanUNSPECIFIEDUNSPECIFIED
Reijers, Hajo A.UNSPECIFIEDUNSPECIFIED
Recker, Jan C.UNSPECIFIEDorcid.org/0000-0002-2072-5792
URN: urn:nbn:de:hbz:38-87720
DOI: 10.1007/s10799-013-0167-8
Journal or Publication Title: Information technology and management
Publisher: Springer
ISSN: 1573-7667
Volume: 14
Number: 4
Subjects: Data processing Computer science
Management and auxiliary services
Uncontrolled Keywords:
KeywordsLanguage
BPMEnglish
Workflow managementEnglish
Field studyEnglish
Information systems successEnglish
Technology adoptionEnglish
Delone and McleanEnglish
Faculty: Faculty of Management, Economy and Social Sciences
Divisions: Weitere Institute, Arbeits- und Forschungsgruppen > Cologne Institute for Information Systems (CIIS)
Language: English
Date: July 2013
Place of Publication: Dordrecht
Refereed: Yes
Page Range: pp. 295-314
URI: http://kups.ub.uni-koeln.de/id/eprint/8772

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