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 ...

Table A1. SAP Variable Obs Mean Std. Dev. Min Max Contribution 279078 6.0977 27.5936

Quality Function Deployment (QFD) has been traditionally used as a planning tool primarily for product development and quality improvement. In this context, many people have used QFD for making decisions on how to prioritize critical product areas from a customer perspective. However, it is the position of the author that the QFD process can be viewed as a decision support system that would enc...

Advances in technology have allowed organizations to expand beyond traditional walls of a centralized office. Dispersed locations allow organizations to reduce cost, hire employees where expertise exists, and conduct operations world-wide 24 hours a day 7 days a week. One challenge facing organizations with a dispersed workforce is how knowledge is shared and subsequently applied to decision-ma...

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...

It is intensively discussed in both science and practice how data quality (DQ) can be assured and improved. The growing relevance of DQ has revealed the need for adequate metrics because quantifying DQ is essential for planning quality measures in an economic manner. This paper analyses how DQ can be quantified with respect to the DQ dimension timeliness. Based on an existing approach, we desig...

Decision Making Process for Bottom-of-the-Pyramid Consumers: A Case of FMCG products Abstract The purpose of this paper is to examine the nature of family purchase decision making at the Bottom of the Pyramid (BOP) using a study of BOP consumers in India. The primary objective is to identify the purchase approach of BOP consumers for Fast Moving Consumer Good (FMCG) products depending on the ro...

Due to the proliferation of information systems and technology, businesses increasingly have the capability to accumulate huge amounts of customer data in large databases. However, much of the useful marketing insights into customer characteristics and their purchase patterns are largely hidden and untapped. Current emphasis on customer relationship management makes the marketing function an id...