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Information technology (IT) makes business process reengineering possible—and makes it worthwhile. For example, PC and network technologies facilitate simplified processes, promote decentralized decision making, and empower front line employees. So IT and reengineering should be seen as Siamese twins—don't expect to get far with one without paying close attention to the other.

Many managers wrongly think of business process reengineering only in terms of automating paperwork to cut costs and headcount. But the methodology can also be used to create sets of superior business processes that together produce unique goods and services their customers value highly. In the following cases the companies have achieved important competitive advantage because their customer‐serving processes—and all the business processes sub‐routines—are seen as the means

Boxing Not so Clever In this first issue of what will be a regular review of the world's marketing literature, it is a challenge to an editor to extricate a theme from such an abundance of riches.

This paper seeks to concern itself with the implications for the management of customer relationships of pursuing a multi‐channel approach.

The case study method is used in analysing the situation of four organizations from the UK financial services industry. A conceptual framework covering structural, people and process elements is utilized to examine the challenges to be overcome in providing an integrated approach to customer management.

The addition of new channels alongside those already in existence opens up new areas of the organization to customer contact and creates significant challenges in relation to staff roles and existing processes for interacting with customers. Channel integration is a strategic issue potentially requiring structural changes to the organization and changes in the behaviour of customers.

This exploratory research suggests the need for studies in relationship marketing to take cross‐disciplinary approaches in investigating what organizational forms operate most effectively in multi‐channel environments. There is also a need to develop a better understanding of how different groups of customers use different channels and of how service quality dimensions operate in this environment.

Multi‐channel customer management adds another dimension to traditional methods of segmenting customers and requires sophisticated understanding of the way that customers use channels. The addition of new channels offers a range of opportunities for interacting directly with the customer, raising new questions about how best to manage customer communications holistically.

The paper contributes to one's understanding of the implications for organizations in managing customers in a multi‐channel environment.

Psychological capital (PsyCap) and future time perspective (FTP) are ambassadors of positivity among incumbent employees in organisations. However, remarkably little is known regarding the effectiveness of high-performance work systems (HPWS) in nurturing these constructs. The purpose of this study is to contribute and provide a complete frame of reference linking HPWS to PsyCap and FTP.

A synthesis analysis of existing literature was carried out to formulate managerial and practical propositions.

Drawing on the conservation of resources theory, affective events theory and Job Demands-Resources (JD-R) model, the present study proposes a research framework that links HPWS, FTP and PsyCap, with possible mediation effect of FTP in HPWS–PsyCap relationship and PsyCap in HPWS–FTP relationship.

Although this paper did not test the model empirically, it offers important practical implications in terms of PsyCap and FTP perception development through HPWS practices.

A set of propositions that explain the relationships between the study variables is presented to enrich the understanding with organisation’s HRM practices and its possible impact on employees.

Significant numbers of business process management (BPM) projects fail. Their failure is attributed toward many factors. Among them, low quality of BPM is one reason. Some of the tasks in BPM have their roots in business process reengineering (BPR). The literature has cited many different critical success and failure factors for quality BPM and BPR. Lack of software tools is one of the technology-oriented factors that results in poor BPM and BPR. This paper aims to build a generic feature set offered by software tools for process modeling their analysis implementation and management. It presents an objective analysis in identifying weaknesses and strengths of these tools, primarily for BPM.

A method is proposed to evaluate the quality of process reengineering and management delivered by software tools. It consists of four phases: feature extraction, tool selection, data extraction and tool evaluation.

The data gathered is quantified to test research hypotheses, the results are statistically significant and highlight multiple areas for future improvements. Moreover, the cluster visualizations created also help to understand the strengths and weaknesses of BPM/BPR tools.

Despite the research approach used, there is a chance of subjectivity when it comes to evaluating different tools.

The paper includes implications for practitioners and researchers for choosing appropriate software tool for process modeling, analysis, implementation and management, matching their requirements with BPM and BPR. It also identifies features that are missing in these tools.

This paper provides a comprehensive analysis of BPM and supporting tools, relates them to key stages of BPM life cycle and BPR methodologies. It also identifies various areas for further development in these tools.

We investigate the integration of the United Nation's Sustainable Development Goals (SDGs) into the Global Reporting Initiative (GRI)– based reporting thus exploring the factors that influence the adoption of the SDGs by organizations.

We analyzed the GRI dataset provided by the GRI data secretariat. We analyzed 14,308 reports provided by 9,397 organizations between 2016 and 2017.

Larger organizations are more likely to integrate the SDGs into their reporting than smaller organizations. Secondly, publicly listed firms are more likely to address the SDGs. Thirdly, industries with higher sustainability impacts are more likely to address the SDGs in their reporting. Fourthly, our data confirm a regional effect with regard to SDG reporting. Moreover, organizations that follow international sustainability guidelines and standards such as becoming a member of the GRI Gold Community or using the GRI Content Index services and having external assurance are more likely to report on the SDGs.

Corporations play an essential role in the achievement of the SDGs, which shape the future of the world's sustainable development. Nevertheless, SDGs reporting needs more research to analyze the factors that can influence it. The study contributed to the academic literature on CSR and legitimacy theory by analyzing institutional and regional factors that impact SDGs reporting.

The study provides insights about the integration of the SDGs into organizational reporting and accounting, including the adoption of the SDGs by small and medium enterprises (SMEs) and the benefits of the SDGs as a framework for strategic corporate sustainability.

A global sustainability framework, such as the SDGs can be integrated into organizations sustainability reporting and accounting in a meaningful way.

This is the first study that analyzes the integration of the SDGs into GRI-based reporting. The study contributes to legitimacy theory by highlighting the factors, which contribute to the legitimacy-based adoption of the SDGs, including organizational size, being publicly listed, being from high-impact industries and certain global regions, etc. SDG reporting can help firms increase their organizational legitimacy across their stakeholders.

The University of Michigan (U-M) is planning its course toward carbon neutrality. A key component in U-M carbon accounting is the calculation of carbon sinks via estimation of carbon storage and biosequestration on U-M landholdings. Here, this paper aims to compare multiple remote sensing methods across U-M natural lands and urban campuses to determine the accurate and efficient protocol for land assessment and ecosystem service valuation that other institutions may scale as relevant.

This paper tested three remote sensing methods to determine land use and land cover (LULC), namely, unsupervised classification, supervised classification and supervised classification incorporating delineated wetlands. Using confusion matrices, this paper tested remote sensing approaches to ground-truthed data, the paper obtained via field-based vegetation surveys across a subset of U-M landholdings.

In natural areas, supervised classification incorporating delineated wetlands was the most accurate and efficient approach. In urban settings, maps incorporating institutional knowledge and campus tree surveys better estimated LULC. Using LULC and literature-based carbon data, this paper estimated that U-M lands store 1.37–3.68 million metric tons of carbon and sequester 45,000–86,000 Mt CO₂e/yr, valued at $2.2m–$4.3m annually ($50/metric ton, social cost of carbon).

This paper compared methods to identify an efficient and accurate remote sensing methodology to identify LULC and estimate carbon storage, biosequestration rates and economic values of ecosystem services provided.