Pub Date : 2003-01-01DOI: 10.4018/978-1-59140-061-5.CH035
P. Smolik, Tomás Hruska
This case presents experience from design and implementation of a university information system at the Brno University of Technology. The newly built system is expected to provide the students and staff with better tools for communication within the university's independent faculties, departments, and central administration. An object-oriented metasystem approach was used by the IT department to describe the services offered by the university information system and to generate needed program code for run-time operation of the system. This approach so far produced good results over the period of two years when the pilot project started, nevertheless there are some shortcomings that still have to be resolved.
{"title":"Application of an object-oriented metasystems in university information system development","authors":"P. Smolik, Tomás Hruska","doi":"10.4018/978-1-59140-061-5.CH035","DOIUrl":"https://doi.org/10.4018/978-1-59140-061-5.CH035","url":null,"abstract":"This case presents experience from design and implementation of a university information system at the Brno University of Technology. The newly built system is expected to provide the students and staff with better tools for communication within the university's independent faculties, departments, and central administration. An object-oriented metasystem approach was used by the IT department to describe the services offered by the university information system and to generate needed program code for run-time operation of the system. This approach so far produced good results over the period of two years when the pilot project started, nevertheless there are some shortcomings that still have to be resolved.","PeriodicalId":43384,"journal":{"name":"Journal of Cases on Information Technology","volume":"5 1","pages":"550-562"},"PeriodicalIF":1.0,"publicationDate":"2003-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"70437646","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2002-01-01DOI: 10.4018/978-1-93070-840-2.CH009
D. Trossen, A. Schüppen, M. Wallbaum
In the broad context of the collaborative research center project IMPROVE (Information Technology Support for Collaborative and Distributed Design Processes in Chemical Engineering), the presented case study has been concentrating on the provision of appropriate communication technology, specifically shared workspace means, to enable collaborative working between distributed engineering teams. Issues like distributed developer meetings, sharing common data, or even sharing entire workspaces including off-the-shelf tools being used for the development process are the driving forces for the studies on how to provide appropriate technology means in collaborative engineering. The considered case in the field of chemical engineering and development represents a difficult candidate for collaborative engineering due to the variety of proprietary data and tools to be integrated in a shared workspace. Furthermore, common aspects of cooperative working among development teams have to be considered as well. The resulting architecture-based on the findings of the current stage of the case-is presented, trying to use as many existing software as possible. Drawbacks and challenges being encountered during the case study due to the a-posteriori approach are outlined, leading to a revised architecture proposal to be used in the future as a common platform for the information technology support within the context of the research project. Expected benefits and problems of the introduction of the new architecture are drawn.
{"title":"Shared workspace for collaborative engineering","authors":"D. Trossen, A. Schüppen, M. Wallbaum","doi":"10.4018/978-1-93070-840-2.CH009","DOIUrl":"https://doi.org/10.4018/978-1-93070-840-2.CH009","url":null,"abstract":"In the broad context of the collaborative research center project IMPROVE (Information Technology Support for Collaborative and Distributed Design Processes in Chemical Engineering), the presented case study has been concentrating on the provision of appropriate communication technology, specifically shared workspace means, to enable collaborative working between distributed engineering teams. Issues like distributed developer meetings, sharing common data, or even sharing entire workspaces including off-the-shelf tools being used for the development process are the driving forces for the studies on how to provide appropriate technology means in collaborative engineering. The considered case in the field of chemical engineering and development represents a difficult candidate for collaborative engineering due to the variety of proprietary data and tools to be integrated in a shared workspace. Furthermore, common aspects of cooperative working among development teams have to be considered as well. The resulting architecture-based on the findings of the current stage of the case-is presented, trying to use as many existing software as possible. Drawbacks and challenges being encountered during the case study due to the a-posteriori approach are outlined, leading to a revised architecture proposal to be used in the future as a common platform for the information technology support within the context of the research project. Expected benefits and problems of the introduction of the new architecture are drawn.","PeriodicalId":43384,"journal":{"name":"Journal of Cases on Information Technology","volume":"4 1","pages":"119-130"},"PeriodicalIF":1.0,"publicationDate":"2002-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"70446262","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2002-01-01DOI: 10.4018/978-1-93070-840-2.ch020
L. Wedemeijer
Enterprises need data resources that are stable and at the same time flexible to support current and new ways of doing business. However, there is a lack of understanding how flexibility of a Conceptual Schema design is demonstrated in its evolution over time. This case study outlines the evolution of a highly integrated Conceptual Schema in its business environment. A gradual decline in schema quality is observed: size and complexity of the schema increase, understandability and consistency decrease. Contrary to popular belief, it is found that changes arent driven only by accepted causes like new legislation or product innovation. Other change drivers are identified like error correction, changing perceptions of what the information need of the business is and elimination of derived data. The case shows that a real Conceptual Schema is the result of objective design practices as well as the product of negotiation and compromise with the user community.
{"title":"Long-Term Evolution of a Conceptual Schema","authors":"L. Wedemeijer","doi":"10.4018/978-1-93070-840-2.ch020","DOIUrl":"https://doi.org/10.4018/978-1-93070-840-2.ch020","url":null,"abstract":"Enterprises need data resources that are stable and at the same time flexible to support current and new ways of doing business. However, there is a lack of understanding how flexibility of a Conceptual Schema design is demonstrated in its evolution over time. This case study outlines the evolution of a highly integrated Conceptual Schema in its business environment. A gradual decline in schema quality is observed: size and complexity of the schema increase, understandability and consistency decrease. Contrary to popular belief, it is found that changes arent driven only by accepted causes like new legislation or product innovation. Other change drivers are identified like error correction, changing perceptions of what the information need of the business is and elimination of derived data. The case shows that a real Conceptual Schema is the result of objective design practices as well as the product of negotiation and compromise with the user community.","PeriodicalId":43384,"journal":{"name":"Journal of Cases on Information Technology","volume":"4 1","pages":"280-296"},"PeriodicalIF":1.0,"publicationDate":"2002-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"70446548","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2002-01-01DOI: 10.4018/978-1-93070-840-2.CH022
G. Harindranath, J. Sillince
This is a case study of a US$ 30 million project to establish a new form of rapid healthcare service delivery within the context of a highly politicised National Health Service Hospital (NHS) Trust in the United Kingdom (UK). This project involved large-scale redesign of long-established healthcare procedures and the development of sophisticated new information systems (IS) through a unique partnership between the public sector (the UKs NHS) and a number of private sector companies (a software developer, a facilities manager, a hardware vendor and a builder). The case study concentrates on, what is often, one of the more important determinants of the success or failure of such partnerships involved in information systems development, i.e. risk.
{"title":"Risk in Partnerships Involving Information Systems Development","authors":"G. Harindranath, J. Sillince","doi":"10.4018/978-1-93070-840-2.CH022","DOIUrl":"https://doi.org/10.4018/978-1-93070-840-2.CH022","url":null,"abstract":"This is a case study of a US$ 30 million project to establish a new form of rapid healthcare service delivery within the context of a highly politicised National Health Service Hospital (NHS) Trust in the United Kingdom (UK). This project involved large-scale redesign of long-established healthcare procedures and the development of sophisticated new information systems (IS) through a unique partnership between the public sector (the UKs NHS) and a number of private sector companies (a software developer, a facilities manager, a hardware vendor and a builder). The case study concentrates on, what is often, one of the more important determinants of the success or failure of such partnerships involved in information systems development, i.e. risk.","PeriodicalId":43384,"journal":{"name":"Journal of Cases on Information Technology","volume":"4 1","pages":"316-327"},"PeriodicalIF":1.0,"publicationDate":"2002-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"70446856","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2002-01-01DOI: 10.4018/978-1-93070-840-2.CH027
Stephen Burgess, P. Darbyshire
The application of Internet technologies towards distance education is widely discussed in the literature. This case applies Porter's 'added value' theory relating to the use of IT to the application of Internet technologies used as a supplement to traditional classroom subject delivery. Most of the reported advantages of this type from online course and subject delivery relate to cost savings in terms of efficiency, flexibility and/or convenience for the students.The case study examines a range of subjects taught in the School of Information Systems at Victoria University, Australia. Each subject uses Internet technologies for different 'added value' benefits. Subject coordinators comment upon the use of the Internet technologies for both academic and administrative aspects. Students are surveyed to determine the value of Internet technologies from their perspective. Student responses indicated the applications were perceived to be at least 'useful', and fmdings supported Porter's theory.The challenge for the faculty is to demonstrate the 'business' benefits to faculty staff of adopting Internet technology for teaching. The case studies have shown that the use of Internet technologies by students seems to be higher where the coordinator actively encourages it.
{"title":"Added value benefits of application of internet technologies to subject delivery","authors":"Stephen Burgess, P. Darbyshire","doi":"10.4018/978-1-93070-840-2.CH027","DOIUrl":"https://doi.org/10.4018/978-1-93070-840-2.CH027","url":null,"abstract":"The application of Internet technologies towards distance education is widely discussed in the literature. This case applies Porter's 'added value' theory relating to the use of IT to the application of Internet technologies used as a supplement to traditional classroom subject delivery. Most of the reported advantages of this type from online course and subject delivery relate to cost savings in terms of efficiency, flexibility and/or convenience for the students.The case study examines a range of subjects taught in the School of Information Systems at Victoria University, Australia. Each subject uses Internet technologies for different 'added value' benefits. Subject coordinators comment upon the use of the Internet technologies for both academic and administrative aspects. Students are surveyed to determine the value of Internet technologies from their perspective. Student responses indicated the applications were perceived to be at least 'useful', and fmdings supported Porter's theory.The challenge for the faculty is to demonstrate the 'business' benefits to faculty staff of adopting Internet technology for teaching. The case studies have shown that the use of Internet technologies by students seems to be higher where the coordinator actively encourages it.","PeriodicalId":43384,"journal":{"name":"Journal of Cases on Information Technology","volume":"4 1","pages":"390-409"},"PeriodicalIF":1.0,"publicationDate":"2002-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"70446769","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2002-01-01DOI: 10.4018/978-1-93070-840-2.CH033
N. Jukic, Tania Neild
This case study will describe the efforts behind designing a first iteration of an evolutionary, iterative enterprise-wide data warehouse for AIIA Corp., a financial application service provider. The study demonstrates the importance of the following steps during a data-warehousing project: a well-defined mission, effective requirement collection, detailed logical definitions, and an efficient methodology for source systems and infrastructure development.AIIA is a financial distributor that offers separately managed account and investment products with practice management services to financial advisors through a Web-based portal that can also be configured and private-labeled for the advisors to use with their clients. Unlike most companies, AIIA offers the advisors a hybrid of investment information and technology solutions, both designed with an open architecture.
{"title":"Designing a first-iteration data warehouse for a financial application service provider","authors":"N. Jukic, Tania Neild","doi":"10.4018/978-1-93070-840-2.CH033","DOIUrl":"https://doi.org/10.4018/978-1-93070-840-2.CH033","url":null,"abstract":"This case study will describe the efforts behind designing a first iteration of an evolutionary, iterative enterprise-wide data warehouse for AIIA Corp., a financial application service provider. The study demonstrates the importance of the following steps during a data-warehousing project: a well-defined mission, effective requirement collection, detailed logical definitions, and an efficient methodology for source systems and infrastructure development.AIIA is a financial distributor that offers separately managed account and investment products with practice management services to financial advisors through a Web-based portal that can also be configured and private-labeled for the advisors to use with their clients. Unlike most companies, AIIA offers the advisors a hybrid of investment information and technology solutions, both designed with an open architecture.","PeriodicalId":43384,"journal":{"name":"Journal of Cases on Information Technology","volume":"4 1","pages":"487-498"},"PeriodicalIF":1.0,"publicationDate":"2002-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"70447100","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2002-01-01DOI: 10.4018/978-1-93070-840-2.CH011
M. Fong
Foreign direct investment has been a common conduit of technology transfer for the locally funded enterprises in the host country to adopt foreign technology. In addition, it could be a powerful agent in affecting technology adoption within a technologically backward host country. By contrast, foreign direct investment has not been a significant source of information technology transfer into the Chinese banking system. Neither has it been an effective agent in affecting technology adoption in this system. The priority and concern ofthe Chinese government in protecting, and retaining control of, its domestic banks and financial market have kept foreign direct investment in the banking industry at a relatively modest level. The controlled industry, the long wait for full market competition, and the inadequate infrastructure and operating framework have inhibited the foreign banks from adopting highly sophisticated information technology for their restricted business operations and from being an effective conduit in technology transfer.
{"title":"The foreign banks' influence in information technology adoption in the Chinese banking system","authors":"M. Fong","doi":"10.4018/978-1-93070-840-2.CH011","DOIUrl":"https://doi.org/10.4018/978-1-93070-840-2.CH011","url":null,"abstract":"Foreign direct investment has been a common conduit of technology transfer for the locally funded enterprises in the host country to adopt foreign technology. In addition, it could be a powerful agent in affecting technology adoption within a technologically backward host country. By contrast, foreign direct investment has not been a significant source of information technology transfer into the Chinese banking system. Neither has it been an effective agent in affecting technology adoption in this system. The priority and concern ofthe Chinese government in protecting, and retaining control of, its domestic banks and financial market have kept foreign direct investment in the banking industry at a relatively modest level. The controlled industry, the long wait for full market competition, and the inadequate infrastructure and operating framework have inhibited the foreign banks from adopting highly sophisticated information technology for their restricted business operations and from being an effective conduit in technology transfer.","PeriodicalId":43384,"journal":{"name":"Journal of Cases on Information Technology","volume":"11 1","pages":"141-161"},"PeriodicalIF":1.0,"publicationDate":"2002-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"70446400","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2002-01-01DOI: 10.4018/978-1-93070-840-2.CH014
J. Sacco, Darrene L. Hackler
This study examines how the budget office of a large county government designed and implemented end user information technology (IT) from personal computers (PCs) and local area networks (LANs) to an intranet and Web pages over a 15-year period. The initial issue was internal to the organizationmoving a time-consuming budget preparation process to a smoother one, where what if analysis could be completed. However, more recent end user IT challenges are less internal and shaped more by the demands and expectations of parties outside of the budget office. While the evolution of IT in this budget office was distinctive, we utilize a framework to flesh out both the unique and generalizable lessons of such IT development. A stages model from the IT literature holds promise for explaining the internal successes as well as problems that arose during implementation and transition. The stages model suggests that the proliferation of IT can be directed toward productive use by recognizing IT crises and adding management control to handle the crises. However, the stages model does not readily account for significant changes in external social facets of the techno-social environment. These changing external social facets include global competition and reinventing government. The study suggests that the stages model would benefit from incorporating social-change shocks to better understand the transitions, the nature of the stages and IT performance within each stage.
{"title":"Analyzing the Evolution of End User Information Technology Performance","authors":"J. Sacco, Darrene L. Hackler","doi":"10.4018/978-1-93070-840-2.CH014","DOIUrl":"https://doi.org/10.4018/978-1-93070-840-2.CH014","url":null,"abstract":"This study examines how the budget office of a large county government designed and implemented end user information technology (IT) from personal computers (PCs) and local area networks (LANs) to an intranet and Web pages over a 15-year period. The initial issue was internal to the organizationmoving a time-consuming budget preparation process to a smoother one, where what if analysis could be completed. However, more recent end user IT challenges are less internal and shaped more by the demands and expectations of parties outside of the budget office. While the evolution of IT in this budget office was distinctive, we utilize a framework to flesh out both the unique and generalizable lessons of such IT development. A stages model from the IT literature holds promise for explaining the internal successes as well as problems that arose during implementation and transition. The stages model suggests that the proliferation of IT can be directed toward productive use by recognizing IT crises and adding management control to handle the crises. However, the stages model does not readily account for significant changes in external social facets of the techno-social environment. These changing external social facets include global competition and reinventing government. The study suggests that the stages model would benefit from incorporating social-change shocks to better understand the transitions, the nature of the stages and IT performance within each stage.","PeriodicalId":43384,"journal":{"name":"Journal of Cases on Information Technology","volume":"4 1","pages":"195-208"},"PeriodicalIF":1.0,"publicationDate":"2002-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"70446412","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2002-01-01DOI: 10.4018/978-1-93070-840-2.CH029
R. Rampal
This case deals with the experience of a school district in the design and implementation of a wide area network. The problems faced by the school district that made the WAN a necessity are enumerated. The choice of hardware and the software is explained within the context of the needs of the school district. Finally the benefits accruing to the school district are identified, and the cost of the overall system is determined.
{"title":"Design and Implementation of a Wide Area Network","authors":"R. Rampal","doi":"10.4018/978-1-93070-840-2.CH029","DOIUrl":"https://doi.org/10.4018/978-1-93070-840-2.CH029","url":null,"abstract":"This case deals with the experience of a school district in the design and implementation of a wide area network. The problems faced by the school district that made the WAN a necessity are enumerated. The choice of hardware and the software is explained within the context of the needs of the school district. Finally the benefits accruing to the school district are identified, and the cost of the overall system is determined.","PeriodicalId":43384,"journal":{"name":"Journal of Cases on Information Technology","volume":"28 1","pages":"427-439"},"PeriodicalIF":1.0,"publicationDate":"2002-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"70447143","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2002-01-01DOI: 10.4018/978-1-93070-840-2.CH023
S. Robra-Bissantz
When Bissantz & Company GmbH, a small software-producing company, experienced a rapid growth in 1997, the need for a strategic concept for communication activities with external partners arose. By that time a research project at the University of Erlangen-Nuremberg, that dealt with structures and strategies of external business communication, had reached a point, where strategic concepts for corporate communication had been developed.Bissantz & Company GmbH and the project team of the university decided to co-operate in a case in order to transfer the theoretical results to a practical situation. The whole concept of corporate communication, that includes, e.g., the definition of communication goals and strategies for all communication forms, proposals for the contents of messages and media selection, was applied to the company.As a result Bissantz & Company GmbH gained valuable insights into its communication processes. The strategic orientation of communication with all stakeholders is still visible and now the basis of e.g., the structure and contents of the company's Web site. A proposal for the use of innovative media for customer care and customer consultation was accepted and initiated the implementation of a database-supported system for all communication activities, especially those with customers.
当Bissantz & Company GmbH(一家小型软件生产公司)在1997年经历了快速增长时，需要一个与外部合作伙伴沟通活动的战略概念。到那时，埃尔兰根-纽伦堡大学的一个研究对外商业交流结构和战略的项目已经达到了一定程度，公司交流的战略概念已经发展出来。Bissantz & Company GmbH和该大学的项目团队决定在一个案例中合作，以便将理论结果转化为实际情况。企业传播的整个概念，包括，例如，所有传播形式的传播目标和战略的定义，对信息的内容和媒体选择的建议，被应用到公司。因此，Bissantz & Company GmbH获得了对其沟通流程的宝贵见解。与所有利益相关者沟通的战略方向仍然是可见的，现在是公司网站结构和内容的基础。一项利用创新媒介进行顾客关怀和顾客协商的建议得到接受，并开始执行一个数据库支助的系统，用于所有的通讯活动，特别是与顾客的通讯活动。
{"title":"A case on communication management","authors":"S. Robra-Bissantz","doi":"10.4018/978-1-93070-840-2.CH023","DOIUrl":"https://doi.org/10.4018/978-1-93070-840-2.CH023","url":null,"abstract":"When Bissantz & Company GmbH, a small software-producing company, experienced a rapid growth in 1997, the need for a strategic concept for communication activities with external partners arose. By that time a research project at the University of Erlangen-Nuremberg, that dealt with structures and strategies of external business communication, had reached a point, where strategic concepts for corporate communication had been developed.Bissantz & Company GmbH and the project team of the university decided to co-operate in a case in order to transfer the theoretical results to a practical situation. The whole concept of corporate communication, that includes, e.g., the definition of communication goals and strategies for all communication forms, proposals for the contents of messages and media selection, was applied to the company.As a result Bissantz & Company GmbH gained valuable insights into its communication processes. The strategic orientation of communication with all stakeholders is still visible and now the basis of e.g., the structure and contents of the company's Web site. A proposal for the use of innovative media for customer care and customer consultation was accepted and initiated the implementation of a database-supported system for all communication activities, especially those with customers.","PeriodicalId":43384,"journal":{"name":"Journal of Cases on Information Technology","volume":"4 1","pages":"328-344"},"PeriodicalIF":1.0,"publicationDate":"2002-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"70446929","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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