According to the knowledge-based perspective of the firm and as a result of the shift from industrial to knowledge revolution, knowledge is an important asset that can be used as a tool to achieve a firm’s strategic goals in an effective way in order to achieve sustainability, competitive advantage, and other long-term benefits. On the other hand, the adoption of the “customer is the king/queen...

. This paper discusses how information systems (IS) quality literature suggests that certain quality factors are important to consider when developing and implementing systems. This paper then identifies how these IS quality factors are relevant to web based teaching environments, and what could happen if information systems quality is not considered. Lastly, this paper provides web based teach...

A procurement decision about a CRM system is heavily influenced by the initial purchase cost rather than the effect of the operating cost and utilization over the lifetime. In this paper, we propose a Cost of Ownership (COO) model for a CRM system which takes into account not only the initial cost, but also the operation cost, and the opportunity cost due to customer mismanagement over a life-c...

Implementing systems for emergency response poses various challenges. Information from various sources and systems needs to be integrated, processed, aggregated, and visualized in a dynamic and consistent fashion. Amongst all those challenges, one key issue is the development of an optimal user interface, which allows for intuitive operation with different information as well as supports collab...

Despite much IS research on customer relationship management (CRM) and respective (critical) success factors (SFs), CRM initiatives are still subject to high failure rates. One reason may be that many studies rather exclusively deal with a technological and project perspective and thus focus on CRM-related IT systems and their introduction. As a consequence, no holistic perspective on CRM in th...

The pharmaceutical industry is in the midst of a fundamental transformation. Institutional regulations that have been in place for decades are being removed and competitive pressures force pharmaceutical companies to adopt customer oriented strategies. Information technology which has traditionally been applied to many processes in this industry is an important enabler for the interaction with ...

The pharmaceutical industry is in the midst of a fundamental transformation. Institutional regulations that have been in place for decades are being removed and competitive pressures force pharmaceutical companies to adopt customer-oriented strategies. Information technology which has traditionally been applied to many processes in this industry is an important enabler for the interaction with ...

Prepaid customers in mobile telecommunications are not bound by a contract and can therefore change operators (‘churn’) at their convenience and without notification. This makes the task of predicting prepaid churn both challenging and financially rewarding. This paper presents an explorative, real world study of prepaid churn modeling by varying the experimental setup on three dimensions: data...

There is still surprisingly little explicit consideration of ethics in relation to IS. This paper addresses this relative gap by arguing that MacIntyre’s critique of utilitarianism in bureaucratic organizations with its alternative ‘virtues-goods-practice-institution’ framework offers a fruitful approach for an analysis of ethical concerns relating to information systems. We cast the notion of ...

Research-in-progress on the evaluation of mandatory Customer Relationship Management Information Systems (CRM IS) is presented. The business problem is presented, followed by converging theoretical considerations, which assist in making the case for a wider conceptualisation of CRM evaluation which values a social perspective of CRM IS use at boundary-spanning professional (BSP) and customer le...