....................................................................... ix Introduction ...................................................... 1 The Economic Importance of SMEs: Separating Myth from Reality ...................................2 Policy Biases and Market Distortions.6 Implications for SME Development Strategies ...................................................... 8 Business Envi...

A Business Intelligence (BI) system is a technology that provides significant business value by improving the effectiveness of managerial decision-making. In an uncertain and highly competitive business environment, the value of strategic information systems such as these is easily recognised. High adoption rates and investment in BI software and services suggest that these systems are a princi...

It is increasingly important that Service Level Agreements (SLAs) are taken into account when business processes are exposed as services in a Service Oriented Architecture. SLAs define expected service behavior and nonfunctional properties of the service. The fact that the service provider has to offer certain guarantees concerning SLA properties has an impact on the business process lifecycle....

In IT Outsourcing, strategic alignment between a customer and an IT outsourcing provider is very important. This article uses resource-based theory, social capital theory, and organizational learning theory to analyze the relationship between a customer and a provider in IT services Outsourcing context. Based on the former analysis, this article applies a strategic alignment model for managing ...

The manufacturing industry is turning their attention from a solely product orientation view, to the creation of new value-adding services in order to increase their after-sales business. In this thesis, a case study was conducted in order to examine a manufacturing industry in their process of developing value-adding services. By exploring their processes in service delivery and studying their...

C. H. Crawford G. P. Bate L. Cherbakov K. Holley C. Tsocanos The success of an on demand e-business requires that business process, application, and information technology (IT) infrastructure integration merge into a comprehensive and cohesive architecture, where business process transformation drives serviceoriented development and on demand enterprise computing. This enabling architecture is ...

The development of the business world has progressed rapidly. This is seen in use delivery services. PT. Nugraha Ekakurir (JNE) line one services field air traffic consignment number people sending goods from place to another makes role this service very important. However, not accompanied by provision guarantees legal protection perpetrators entrusted their consumers. implementation JNE needs ...

In a world, where more and more businesses seem to trade in an online market, the supply of online services to supply the ever-growing demand could quickly reach its capacity limits. Online service providers may find themselves maxed out at peak operation levels during high-traffic timeslots but too little demand during low-traffic timeslots, although the latter is becoming less frequent. At th...

The increasing use of online channels for service delivery raises new challenges in service failure prevention. This work-in-progress paper reports on the first phase of an action-design research project to develop a service failure prevention methodology. In this paper we review the literature on online services, failure prevention and failure recovery and develop a theoretical framework for o...