Do the same website qualities determine end-user satisfaction – and through satisfaction, consumer loyalty – across the e-government and e-business domains, or do these different groups of consumers seek different things? This question is an important one, as considerable pressure is currently being placed on e-government to improve by better emulating the private sector, while at the same time...

Although CRM is one of the fastest growing management approaches being adopted across many organizations and particularly tourism and hospitality firms, the deployment of CRM applications has not always delivered the expected results while many CRM initiatives have failed. Consequently, the inability of CRM applications to deliver expected benefits has not only intensified the validity of previ...

For an electronic business (e-business), customer satisfaction can be the difference between long-term success and short-term failure. Customer satisfaction is highly impacted by Web server availability, as customers expect a Web site to be available twenty-four hours a day and seven days a week. Unfortunately, unscheduled Web server downtime is often beyond the control of the organization. Wha...

The purpose of this research is to better understand reseller/integrator organizations in the IT distribution channel and some of the factors that may impact their ability to move into and successfully operate within the ebusiness marketspace. Reseller organizations have had a strong motivation for moving into the e-business space due to dramatically declining margins. In this study, a survey w...

Business analytics systems can potentially contribute to firm performance and create competitive advantage. However, these benefits do not always follow from investment in business analytics technology. This paper argues that dynamic capabilities, enabled by business analytics technology, lead to value-creating actions and ultimately to improved firm performance. We develop a theoretical model ...

A successful knowledge management strategy identifies a firm’s key leverage points essential to achieve business results. These often reside in core business processes that may be re-engineered to capitalize on and expand organizational knowledge resources and capabilities. This case describes a 4-year initiative undertaken by IBM to re-engineer its customer relationship management process and ...

The development of Customer Relationship Management (CRM) capabilities by incrementally sourcing and combining “best of breed” services from different providers is a key lever for reducing implementation risks and costs linked to CRM projects. Central to a “best of breed” and incremental CRM implementation strategy is the unbundling of CRM functionality into a portfolio of services that can be ...

In today's competitive environment, profitability analysis is not just about looking at the profit and loss statement. It is more about knowing which of your customers are making you money and which are losing you money. This paper considers how activity-based costing approach may complement a customer relationship management effort. The model presented in this paper combines the principles of ...

As a supplementary strategy for Mass Customisation (MC) in Customer Relationship Management (CRM) we propose an active approach to E-Commerce, the so called Push Concepts, where the supplier assumes the control during interactions with the customers. In this article we firstly describe the nature, the concepts and technical implementations of Push Principles in a meta-framework. After a short d...

Innovation is undoubtedly an essential part of the business process. Innovation management is as important as quality management and customer relationship management for the company success, independently of the business area. Computer-Aided Innovation is emerging as a strategic domain of research and application to support enterprises throughout the overall innovation process. CAI systems shou...