tourism organizations have become one of the main users of the internet in recent years bysetting their own urban tourism websites. however, not all the websites are effective to promote their goals andobjectives. an effective evaluation of urban tourism websites can help organizations on how best to employ them.using the ictrt (information, communication, transaction, relationship and technica...

Although firms have invested significant resources in implementing enterprise software systems (ESS) to modernize and integrate their business process infrastructure, customer satisfaction with ESS has remained an understudied phenomenon. In this exploratory research study, we investigate customer satisfaction for support services of ESS and focus on employee skills and customer heterogeneity. ...

Organisations acknowledge the fact that competitive advantage depends heavily on their ability to capitalise on their employees’ ideas as well as to support and maintain creativity within their working environments. Thus, the importance of creativity has long been recognised in management. This chapter reviews the current literature on creativity and discusses various views, which provide a the...

Corporate information technology (IT) investments in customer support and service such as CRM systems have been on a steady rise. Of late, the primary interest has shifted toward assessment of returns on these investments. This research attempts to assess the value of IT investments in a customer support setting using a process-level analysis. Given the lack of academic IS research in the area ...

There are two traditional approaches to meeting international users' requirements during content generation. The first is localisation which adapts a content to meet the language, cultural and other requirements of a specific locale. The second is personalisation which involves delivering relevant content and presenting information according to individual users’ preferences. The fundamental que...

The objective of this workshop was to discuss current techniques, tools and environments for learning object-oriented concepts and to share ideas and experiences about the usage of computer support to teach the basic concepts of object technology. Workshop participants presented current and ongoing research. This was the sixth workshop in a series of workshops on learning object-