This study examines the influence of customer service policies on consumer purchase intentions in business-to-consumer electronic commerce. Prior research findings propose that practitioners can utilize these policies to influence customers' purchase intentions. Based on the psychological contract theory, this study conducts an experiment to examine whether customer service policies can influence consumers' intentions through their perceived psychological contract with the vendors. The experiment finds that a customer can form psychological contract beliefs with a vendor based on the vendor's customer service policies. These psychological contract beliefs may influence purchase intentions through trusting beliefs. These results should help web vendors realize the importance of customer service policies and improve their website design strategies.
{"title":"The Effectiveness of Customer Service Policies on Intentions in Business-To-Consumer E-Commerce: A Psychological Contract Perspective","authors":"W. Sha","doi":"10.58809/qpaz8584","DOIUrl":"https://doi.org/10.58809/qpaz8584","url":null,"abstract":"This study examines the influence of customer service policies on consumer purchase intentions in business-to-consumer electronic commerce. Prior research findings propose that practitioners can utilize these policies to influence customers' purchase intentions. Based on the psychological contract theory, this study conducts an experiment to examine whether customer service policies can influence consumers' intentions through their perceived psychological contract with the vendors. The experiment finds that a customer can form psychological contract beliefs with a vendor based on the vendor's customer service policies. These psychological contract beliefs may influence purchase intentions through trusting beliefs. These results should help web vendors realize the importance of customer service policies and improve their website design strategies.","PeriodicalId":93486,"journal":{"name":"Proceedings of the ... Americas Conference on Information Systems. Americas Conference on Information Systems","volume":"32 1","pages":"281"},"PeriodicalIF":0.0,"publicationDate":"2007-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"91184487","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 : 2007-01-01DOI: 10.4018/978-1-60566-172-8.CH017
Linying Dong, Thilini R. Ariyachandra
Past evidence suggests that organizational transformation from IT implementations is rare. Data warehousing promises to be one advanced information technology that could produce transformation. Based on the stages of growth theory and adaptive structuration theory (AST), this paper attempts to understand how data warehousing could lead to organizational transformation by studying a data warehouse’s growth in an organization. In particular, the benchmark variables for data warehousing stages of growth are examined using adaptive structuration theory to explain organizational transformation that takes account into unique organizational situations.
{"title":"Understanding Organizational Transformation from IT Implementations: A Look at Structuration Theory","authors":"Linying Dong, Thilini R. Ariyachandra","doi":"10.4018/978-1-60566-172-8.CH017","DOIUrl":"https://doi.org/10.4018/978-1-60566-172-8.CH017","url":null,"abstract":"Past evidence suggests that organizational transformation from IT implementations is rare. Data warehousing promises to be one advanced information technology that could produce transformation. Based on the stages of growth theory and adaptive structuration theory (AST), this paper attempts to understand how data warehousing could lead to organizational transformation by studying a data warehouse’s growth in an organization. In particular, the benchmark variables for data warehousing stages of growth are examined using adaptive structuration theory to explain organizational transformation that takes account into unique organizational situations.","PeriodicalId":93486,"journal":{"name":"Proceedings of the ... Americas Conference on Information Systems. Americas Conference on Information Systems","volume":"2020 1","pages":"236"},"PeriodicalIF":0.0,"publicationDate":"2007-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"73583494","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 : 2006-12-01DOI: 10.1504/IJNVO.2006.011871
Senaka Fernando, M. Lycett, Sergio de Cesare
The relationship between business and Information Technology (IT) groups in organisations has consistently ranked as an important concern among business and IT managers. As a result, several researchers have investigated the means of improving the business/IT relationship. They focus on behaviours of business and IT groups and attempt to develop change management programmes as a vehicle for obtaining desired behaviours from business and IT groups in order to improve the 'relationship'. However, research shows that such attempts have a low success rate in attaining an effective 'relationship'. This paper argues that the reason for this is that most researchers tend to focus on behaviours of people without an in-depth understanding of their cognition, which influences those behaviours. Consequently, the paper proposes a cognitive approach and explores the application of Personal Construct Theory (PCT) to understand the 'relationship' and means to improve it.
{"title":"Understanding the Relationship between Business and IT Groups: A Personal Construct Theory Approach","authors":"Senaka Fernando, M. Lycett, Sergio de Cesare","doi":"10.1504/IJNVO.2006.011871","DOIUrl":"https://doi.org/10.1504/IJNVO.2006.011871","url":null,"abstract":"The relationship between business and Information Technology (IT) groups in organisations has consistently ranked as an important concern among business and IT managers. As a result, several researchers have investigated the means of improving the business/IT relationship. They focus on behaviours of business and IT groups and attempt to develop change management programmes as a vehicle for obtaining desired behaviours from business and IT groups in order to improve the 'relationship'. However, research shows that such attempts have a low success rate in attaining an effective 'relationship'. This paper argues that the reason for this is that most researchers tend to focus on behaviours of people without an in-depth understanding of their cognition, which influences those behaviours. Consequently, the paper proposes a cognitive approach and explores the application of Personal Construct Theory (PCT) to understand the 'relationship' and means to improve it.","PeriodicalId":93486,"journal":{"name":"Proceedings of the ... Americas Conference on Information Systems. Americas Conference on Information Systems","volume":"51 1","pages":"483"},"PeriodicalIF":0.0,"publicationDate":"2006-12-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"77508471","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 : 2006-01-01DOI: 10.1504/IJHRDM.2007.017134
A. Dwivedi, Yogesh Kumar Dwivedi, A. Papazafeiropoulou
The aim of this practice-based paper is to provide insight into the drivers of employee loyalty in the IT industry. The paper outlines and discusses the following four important attitude-based loyalty drivers: employee focus; development opportunities; job quality; and brand. The paper further discusses the following five experience-based factors driving employee loyalty: care and concern for employees; fairness at work; day-to-day satisfaction; feelings of accomplishment; and compensation/benefits. The paper goes on to outline and discuss the two most common reasons highlighted by employees for not reporting ethical indiscretions. The paper concludes by suggesting that the CEOs and HR Managers should take a closer look at their organisations and find out if they are exerting their best efforts to know their top talents and how to obtain their loyalty.
{"title":"A Practitioner Perspective on Drivers of Employee Loyalty","authors":"A. Dwivedi, Yogesh Kumar Dwivedi, A. Papazafeiropoulou","doi":"10.1504/IJHRDM.2007.017134","DOIUrl":"https://doi.org/10.1504/IJHRDM.2007.017134","url":null,"abstract":"The aim of this practice-based paper is to provide insight into the drivers of employee loyalty in the IT industry. The paper outlines and discusses the following four important attitude-based loyalty drivers: employee focus; development opportunities; job quality; and brand. The paper further discusses the following five experience-based factors driving employee loyalty: care and concern for employees; fairness at work; day-to-day satisfaction; feelings of accomplishment; and compensation/benefits. The paper goes on to outline and discuss the two most common reasons highlighted by employees for not reporting ethical indiscretions. The paper concludes by suggesting that the CEOs and HR Managers should take a closer look at their organisations and find out if they are exerting their best efforts to know their top talents and how to obtain their loyalty.","PeriodicalId":93486,"journal":{"name":"Proceedings of the ... Americas Conference on Information Systems. Americas Conference on Information Systems","volume":"36 1","pages":"439"},"PeriodicalIF":0.0,"publicationDate":"2006-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"83555154","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}
{"title":"Publishing in IS/IT Journals","authors":"Albert L. Harris","doi":"10.4324/9780203380789-9","DOIUrl":"https://doi.org/10.4324/9780203380789-9","url":null,"abstract":"","PeriodicalId":93486,"journal":{"name":"Proceedings of the ... Americas Conference on Information Systems. Americas Conference on Information Systems","volume":"36 1","pages":"116"},"PeriodicalIF":0.0,"publicationDate":"2006-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"87405764","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 : 2006-01-01DOI: 10.4135/9781446270257.n12
R. Zwicker, C. Souza
ERP systems are now an important component of information technology architecture in most large and medium sized companies. As such, it is inevitable that the activities undertaken to align this component to business requirements, conduct its evolution and ensure its performance and availability become increasingly important to companies’ IT areas. Success of these activities relies upon knowledge and participation of various actors inside and outside the IT area, imposing challenges not observed in internally developed systems Many authors have researched the implementation processes of ERP systems with diverse approaches and stressing the benefits achieved by its application. However, few have analyzed the management of already implemented ERP systems. This work proposes a model for the analysis of ERP systems management, including the activities and actors engaged in this effort. The proposed model is the basis for an exploratory survey conducted with 85 Brazilian companies whose results also comprise this text.
{"title":"A Model for ERP Systems Management: An Exploratory Study in Companies Using SAP R/3","authors":"R. Zwicker, C. Souza","doi":"10.4135/9781446270257.n12","DOIUrl":"https://doi.org/10.4135/9781446270257.n12","url":null,"abstract":"ERP systems are now an important component of information technology architecture in most large and medium sized companies. As such, it is inevitable that the activities undertaken to align this component to business requirements, conduct its evolution and ensure its performance and availability become increasingly important to companies’ IT areas. Success of these activities relies upon knowledge and participation of various actors inside and outside the IT area, imposing challenges not observed in internally developed systems Many authors have researched the implementation processes of ERP systems with diverse approaches and stressing the benefits achieved by its application. However, few have analyzed the management of already implemented ERP systems. This work proposes a model for the analysis of ERP systems management, including the activities and actors engaged in this effort. The proposed model is the basis for an exploratory survey conducted with 85 Brazilian companies whose results also comprise this text.","PeriodicalId":93486,"journal":{"name":"Proceedings of the ... Americas Conference on Information Systems. Americas Conference on Information Systems","volume":"34 1","pages":"300"},"PeriodicalIF":0.0,"publicationDate":"2006-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"86721504","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}
Increasing significance of the online consumer-to-consumer (C-2-C) auction market has amplified the need for buyers and sellers to engage in transactions with anonymous counterparts. The sequence of paying first and then taking delivery, introduces a great amount of risk for potential buyers. In order to mitigate this risk, online auction markets (OAMs) are employing an assortment of governance mechanisms, of which reputation scoring and reporting systems are the most popular. Researchers have found substantial evidence from theoretical models as well as empirical studies that higher the reputation rating of a seller, higher the bid prices he/she receives. However, a review of the current literature suggests a conspicuous absence of any standard classification of sellers in OAMs. Lack of such a classification hinders systematic research and theory development. Therefore, a comprehensive classification of sellers, based on feedbacks, is proposed to advance our understanding of online C-2-C auction market and to provide a basis for further research. In addition, the proposed classification is hierarchical rather than monothetic in nature and hence, gives greater systemic power to the classification. Toward demonstrating the classification’s systemic power, we present a propositional inventory developed from the classification. We also discuss how the proposed classification accommodates current research and furthers theory building in this research area.
{"title":"Sellers in Online Auction Markets: Introducing a Feedback-Based Classification","authors":"Radha Appan, Zhangxi Lin","doi":"10.58729/1941-6679.1160","DOIUrl":"https://doi.org/10.58729/1941-6679.1160","url":null,"abstract":"Increasing significance of the online consumer-to-consumer (C-2-C) auction market has amplified the need for buyers and sellers to engage in transactions with anonymous counterparts. The sequence of paying first and then taking delivery, introduces a great amount of risk for potential buyers. In order to mitigate this risk, online auction markets (OAMs) are employing an assortment of governance mechanisms, of which reputation scoring and reporting systems are the most popular. Researchers have found substantial evidence from theoretical models as well as empirical studies that higher the reputation rating of a seller, higher the bid prices he/she receives. However, a review of the current literature suggests a conspicuous absence of any standard classification of sellers in OAMs. Lack of such a classification hinders systematic research and theory development. Therefore, a comprehensive classification of sellers, based on feedbacks, is proposed to advance our understanding of online C-2-C auction market and to provide a basis for further research. In addition, the proposed classification is hierarchical rather than monothetic in nature and hence, gives greater systemic power to the classification. Toward demonstrating the classification’s systemic power, we present a propositional inventory developed from the classification. We also discuss how the proposed classification accommodates current research and furthers theory building in this research area.","PeriodicalId":93486,"journal":{"name":"Proceedings of the ... Americas Conference on Information Systems. Americas Conference on Information Systems","volume":"54 1","pages":"290"},"PeriodicalIF":0.0,"publicationDate":"2006-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"86759400","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 : 2006-01-01DOI: 10.4018/978-1-60566-677-8.ch096
K. Farion, M. Hine, W. Michalowski, S. Wilk
Clinical decision-making is complex and uncertain and is dependent on accurate and timely information that is typically managed through Information Technology (IT) solutions. One particular class of IT that is becoming increasingly prevalent in the medical community is Clinical Decision Support Systems (CDSS). This paper will discuss results of the use of a CDSS that was developed for assisting triage decision making of pediatric abdominal pain in the Emergency department. We show how different user groups (staff physicians and residents) use the CDSS input variables in their triage decision making models.
{"title":"Decision Making by Emergency Room Physicians and Residents: Results From a Clinical Trial","authors":"K. Farion, M. Hine, W. Michalowski, S. Wilk","doi":"10.4018/978-1-60566-677-8.ch096","DOIUrl":"https://doi.org/10.4018/978-1-60566-677-8.ch096","url":null,"abstract":"Clinical decision-making is complex and uncertain and is dependent on accurate and timely information that is typically managed through Information Technology (IT) solutions. One particular class of IT that is becoming increasingly prevalent in the medical community is Clinical Decision Support Systems (CDSS). This paper will discuss results of the use of a CDSS that was developed for assisting triage decision making of pediatric abdominal pain in the Emergency department. We show how different user groups (staff physicians and residents) use the CDSS input variables in their triage decision making models.","PeriodicalId":93486,"journal":{"name":"Proceedings of the ... Americas Conference on Information Systems. Americas Conference on Information Systems","volume":"30 1","pages":"333"},"PeriodicalIF":0.0,"publicationDate":"2006-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"84128612","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}
It is of a great importance for financial institutions to achieve business and IT alignment. It allows the business to focus on its core function and gives IT department an opportunity to concentrate on providing insights on how technology can help business in developing new capabilities. Achieving such alignment will require IT management and IT employees to possess sufficient business understanding of their core operations and business managers to acquire certain level of technical proficiency of IT solutions used in their organizations. This approach requires that the organization develops and fosters communication platform between business and IT as well as among different IT departments. We believe that such communication approach based on a four-level framework is the most versatile and also the most promising one. This paper defines such communication framework for financial institutions by determining the elements of the communication process and drawing relations between this process, organizational culture and other existing, best-practice Information Management frameworks. Additionally, we stress the importance of the visual representation in communicating complex strategic, organizational and technologically oriented subjects. As an important part of the framework, based on our experience, we define guidelines which address general communication and visualization problems faced by an organization when bridging business and IT perspectives on the alignment challenge. This paper concludes with a presentation of a successful implementation of such a framework at a financial institution.
{"title":"Framework for Communication and Visualization of IT and Business Alignment for Financial Institution","authors":"M. Bugajska, G. Schwabe","doi":"10.5167/UZH-61365","DOIUrl":"https://doi.org/10.5167/UZH-61365","url":null,"abstract":"It is of a great importance for financial institutions to achieve business and IT alignment. It allows the business to focus on its core function and gives IT department an opportunity to concentrate on providing insights on how technology can help business in developing new capabilities. Achieving such alignment will require IT management and IT employees to possess sufficient business understanding of their core operations and business managers to acquire certain level of technical proficiency of IT solutions used in their organizations. This approach requires that the organization develops and fosters communication platform between business and IT as well as among different IT departments. We believe that such communication approach based on a four-level framework is the most versatile and also the most promising one. This paper defines such communication framework for financial institutions by determining the elements of the communication process and drawing relations between this process, organizational culture and other existing, best-practice Information Management frameworks. Additionally, we stress the importance of the visual representation in communicating complex strategic, organizational and technologically oriented subjects. As an important part of the framework, based on our experience, we define guidelines which address general communication and visualization problems faced by an organization when bridging business and IT perspectives on the alignment challenge. This paper concludes with a presentation of a successful implementation of such a framework at a financial institution.","PeriodicalId":93486,"journal":{"name":"Proceedings of the ... Americas Conference on Information Systems. Americas Conference on Information Systems","volume":"42 1","pages":"271"},"PeriodicalIF":0.0,"publicationDate":"2005-08-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"76933535","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 : 2005-08-11DOI: 10.4018/978-1-59140-887-1.CH002
Alexander Schwinn, R. Winter
The effectiveness and efficiency of information systems are closely related to the degree of integration between applications.In order to support the management of application integration, five success factors are analyzed. For each success factor,appropriate performance indicators are proposed. Since the analysis indicates that the success factors are closely interrelated,these dependencies are discussed and hypotheses are derived.
{"title":"Success Factors and Performance Indicators for Enterprise Application Integration","authors":"Alexander Schwinn, R. Winter","doi":"10.4018/978-1-59140-887-1.CH002","DOIUrl":"https://doi.org/10.4018/978-1-59140-887-1.CH002","url":null,"abstract":"The effectiveness and efficiency of information systems are closely related to the degree of integration between applications.In order to support the management of application integration, five success factors are analyzed. For each success factor,appropriate performance indicators are proposed. Since the analysis indicates that the success factors are closely interrelated,these dependencies are discussed and hypotheses are derived.","PeriodicalId":93486,"journal":{"name":"Proceedings of the ... Americas Conference on Information Systems. Americas Conference on Information Systems","volume":"29 1","pages":"154"},"PeriodicalIF":0.0,"publicationDate":"2005-08-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"82624273","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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