1. CRM and retail service quality: front‐line employee perspectives Author O'Reilly, Kelley and Paper, David Published 2012 Full Text View/download PDF
2. A BPR case study at Honeywell Author Paper, David J., Rodger, James A., and Pendharkar, Parag C. Published 2001 Full Text View/download PDF
3. The value of creativity in business process re‐engineering Author Paper, David Published 1997 Full Text View/download PDF