We consider naming and categorization practices within the information technology (IT) arena. In particular, with how certain terminologies are able to colonise wide areas of activity and endure for relatively long periods of time, despite the diversity and incremental evolution of individual technical instances. This raises the question as to who decides whether or not a particular vendor tech...

Organizations invest heavily in Customer Relationship Management (CRM) and Supply Chain Management (SCM) systems, and their related infrastructure, presumably expecting positive benefits to the organization. Assessing the benefits of such applications is an important aspect of managing such systems. Considering the salient differences between CRM and SCM applications with other intra-organizati...

Organizations invest heavily in Customer Relationship Management (CRM) and Supply Chain Management (SCM) systems, and their related infrastructure, presumably expecting positive benefits to the organization. Assessing the benefits of such systems is an important aspect of managing such systems. Given the substantial differences between CRM and SCM systems with traditional intra-organizational a...

In recent years, marine cultural tourism, an emerging tourism mode, has become more and more popular among tourists, and demonstrates broad market prospects. However, Chinese marine cultural tourism is still in the development and growth stage, and the level of customer satisfaction is uneven. The improvement of the customer satisfaction level is conducive to meeting customers’ demands in marin...

Customer integration has many recognised advantages, but also entails negative side effects that may impair the success of innovative activities. These negative side effects have not yet been sufficiently investigated. Whereas some may occur within the entire early innovation phase, others are likely to affect only few sub-phases. Each sub-phase, defined in a slightly new way as compared with e...

The personalization of services and products offered to customers is becoming crucial for the success of companies. Firms that can maintain a personalized relationship with their customers will not only gain an advantage from competitors but will also benefit from having more loyal and valuable customers. The recent advances in technology and the associated cost reduction are allowing companies...

The paper explores the factors that may be important for organisations wanting to realise the benefits from their investment in CRM packaged software. Its major contribution is the development and preliminary validation of a model of factors that are important for the realisation of benefits from CRM packaged software-based work systems. Using a combination of literature review and content anal...

The tremendous technological changes today have increased the sophistication of Information Systems (IS) functionality and complexity in IS implementation team dynamics. Many projects now frequently involve not only in-house IT professionals and business users but also consultants and/or vendors as key members in the implementation team. Thus, the traditional IT-business relationship is increas...

Blogging, which is a relatively new medium in personal communication and collaboration, can help enterprises overcome some difficulties in conventional customer service management. However, blog functions remain limited. This study proposes a novel standard for managing customer service processes, in which language-action is integrated into blogs to leverage blog characteristics. This standard ...