Date of Award
Doctor of Philosophy
Theses & dissertations (College of Business)
Business and Technology
Despite the widely acknowledged importance of creating synergy among key business processes, both researchers and practitioners know little about the drivers of synergy and how synergy effects can be captured. Several questions remain: what is the meaning of process synergy? Why are some firms better than others in achieving process synergy? And does process synergy add value to firm performance? The literature reflects remarkably little effort to develop a framework for understanding these questions. This dissertation synthesizes extant knowledge on the subject and empirically demonstrates the inter-relationships among three key business processes: customer relationship management (CRM), supply chain management (SCM) and new product development (NPD). In addition, this dissertation provides a working definition of process synergy, identifies major facilitators and develops a direct measure of synergy (we call it synergy index value). Furthermore, this dissertation constructs an integrating framework on the consequences of synergy and empirically tests the impacts of synergy on both process performance and firm performance.
Chai, Linlin, "Synergy among Business Processes: The Construct, Drivers, Consequences and Managerial Implications" (2016). Graduate Theses and Dissertations. 16510.