The relevance of the implentation of business process reengineering in the context of service industry in a developing country : the case of Jordanian banking sector

Since the beginning of the 1990s, changes in the local and global business environment, including globalisation and the information technology revolution, have forced Jordanian banks to develop their operations and strategies. To adapt to these changes and to cope with the new competition, Jordanian banks have attempted to significantly improve their processes and performance through the implementation of radical innovations such as Business Process Reengineering. Business process reengineering (BPR) as an innovative approach has become a popular instrument for dealing with rapid technological and business change. The successful implementation of BPR enables organisations to achieve dramatic outcomes such as greater customer satisfaction, increased market share and enhanced competitive advantage. Business process reengineering has also helped organisations to attain advances in performance within a variety of parameters such as quality, cost, delivery time and flexibility. The main objective of this thesis is to explore the relevance of the implementation of BPR, and its impact on the underlying sources of sustainable competitive advantage (SCA) in the Jordanian banking sector. The thesis also examines the role of absorptive capacity (ABS) in the relationship between BPR and the sustainability of competitive advantage.EThOS - Electronic Theses Online ServiceGBUnited Kingdo