Business Value of the CRM Approach – the Case of 5 Stars Hotels in Lebanon (Business Value de l'approche CRM – le cas des hôtels 5 étoiles au Liban) Le Customer Relationship Management (CRM) est un processus continu à l'échelle organisationnelle. Il permet une approche systémique pour aligner les différents processus, les technologies, et le client. L'application de l'approche CRM dans l'hôtel accompagne le cycle-client pendant toutes ses étapes. C'est une approche continue qui est définie par deux activités principales : l'analyse et l'action. Ces deux actions forment une boucle qui gère la relation client, tant que cette relation existe entre le client et l'hôtel. Le succès de cette approche à accroître la fidélisation des clients et à favoriser la rétention de clients a incité les hôtels à se concentrer sur le CRM. Malgré les importants investissements dans le CRM, nombreux sont les projets CRM qui ne parviennent pas à atteindre les objectifs attendus. Néanmoins, une poignée de projets CRM réussis démontre à la fois une preuve du concept et des lignes directrices pour une approche réussite. Notre recherche vise à éclaircir la « business value » de l'approche CRM dans les hôtels. Elle réunie le concept de l'identification des facteurs clés de succès et le concept de l'impact du CRM sur la performance organisationnelle en un seul modèle de recherche. Cette étude a été achevée en examinant l'approche CRM des hôtels 5 étoiles au Liban. L'échantillon final représente 87,5% de ces hôtels. / Business Value of the CRM Approach – the Case of 5 Stars Hotels in Lebanon Customer Relationship Management (CRM) is an organizational-wide ongoing process. It provides a systemic approach to aligning business processes, technologies, and the customer. The application of the CRM approach in the hospitality sector accompanies the guest cycle in all its stages. It is an ongoing process defined by two main activities: the analysis and the action which are repeated as long as the relationship exists between the hotel and its customer. The success of this ongoing approach in increasing customer loyalty and fostering customer retention has yielded into the development of hotels' concentrations towards the CRM. Despite the extensive investments in CRM, numerous CRM projects fail to meet the expected business goals. Nevertheless, a handful of successful CRM projects give both a proof-of-concept and a guideline for a successful CRM approach. This research is intended to illuminate the business value of CRM approach in hotels. It brings together the concept of identifying the critical success factors of the CRM approach, and the impact of the CRM approach on the organizational performance in a single research model. This study was completed by examining the CRM approach in 5 stars hotels in Lebanon. The final sample represents 87.5% of the 5 stars hotels in Lebanon.

This study extends our understanding of how information systems impact business value creation by examining the effect of digital enablement of business-to-business exchange on customer outcomes. We shed light on the connection between information technology investment and firm performance by focusing on how information technology is used (Devaraj and Kohli 2003) in an industrial services context and by highlighting the importance of indirect effects (Mittal and Nault 2009). A conceptual model is developed that combines a customer centric perspective (Sheth et al. 2000) with elements from the information systems success framework (DeLone and McLean 1992, DeLone and McLean 2003). Mediating factors are identified in the chain of effects from information technology specific business-to-business service quality characteristics to customer outcomes. In addition, we consider two contextual factors, relationship duration and customer dependence, which are known to alter the nature of buyer-supplier relationships but which have received little attention in research on digital enablement of business-to-business exchange. An empirical test of hypothesized relationships was performed using subjective and objective archival data from business-to-business exchange relationships for a logistics services vendor. All expected main effects were confirmed. Customer satisfaction was found to be a significant mediator in the chain of effects from information technology specific business-to-business service quality characteristics to customer outcomes. In addition, logistics service quality was found to mediate the relationships between system quality and customer satisfaction and between information quality and customer satisfaction. The hypothesized moderating effects, however, were not found to be significant. Robustness of the findings was confirmed by testing model hypotheses using data from exchange relationships with customers in two different industries, manufacturing and wholesale trade. Differences in analysis results are consistent with industry differences. This study contributes to the literatures on interorganizational information systems (Rai et al. 2006) and information technology business value (Melville et al. 2004) by identifying mediating mechanisms in the chain of effects from digital enablement of exchange to customer outcomes. Explication of mediating mechanisms improves our understanding about the indirect nature of impacts from information technology. This study also contributes to the literature on information systems by extending DeLone and McLean's (2003) model of information systems success to the context of business-to-business exchange relationships. In addition, this study contributes to the literature on services marketing (Zeithaml and Bitner 2003, Berry and Parasuraman 1993) by showing how system quality and information quality impact logistics service quality and customer satisfaction in a business-to-business exchange context.

Innovation ecosystem strategy is often adopted by platform technology owners to seek complementary innovation from resources located outside the firm to exploit indirect network effect. In this dissertation I aim to address the issues that are related to the formation and business value of platform innovation ecosystems in the enterprise software industry. The first study explores the role of three factors - increased payoff from access to platform owner's installed base, risk of misappropriation due to knowledge transfer, and the extent of competition - in shaping the decisions of third-party complementors to join a platform ecosystem. The second study evaluates the effect of participation in a platform ecosystem on small independent software vendors' business performances, and how their appropriability strategies, such as ownership of intellectual property rights or downstream complementary capabilities, affect the returns from such partnerships. Built upon resource based view and theory of dynamic capabilities, the third study reveals that users' co-innovation in enterprise information systems, measured by their participation in online professional community networks, constitute a source of intangible organizational asset that helps to enhance firm level IT productivity.

Baigiamajame magistro darbe nagrinėjamos Lietuvos elektros inžinerinių paslaugų sektoriaus įmonių verslo vertės valdymo problemos ir plėtros aktualijos. Atlikta išsami mokslinės literatūros analizė, numatytos inovacijų, rizikos valdymo panaudojimo galimybės teoriniu aspektu, nagrinėjami įmonių susijungimai ir įsigijimai: analizuojama sandorių samprata, pateiktos šių sandorių rūšys ir skirtumai, išskirtos pagrindinės sandorių priežastys, taip pat aprašyti susijungimų ir įsigijimų proceso etapai ir išanalizuoti pagrindiniai įmonių ir sandorio vertinimo metodai, bei pasiūlyti konkretūs sprendimai šio sektoriaus įmonių veiklos tobulinimui, įtakosiantys jų veiklos efektyvumą, teikiamų paslaugų kokybę ir konkurencingumą. Išnagrinėta verslo strategijų, rizikos valdymo, inovacijų reikšmė ir aktualumas įmonės veikloje. Išnagrinėjus teorinius bei praktinius verslo vertės valdymo įmonėje aspektus, parengiau rekomenduotiną vadybinių procesų ryšių ir tarpusavio sąveikos schemą. Atlikta sisteminė organizacijos esamos padėties analizė, praktinis įmonės įvertinimas. Apskaičiuota įmonės vertė ir tikėtina sinergijos nauda, įmonėms susijungiant. Darbo pabaigoje pateiktos išvados ir pasiūlymai. / This master theses analyses business value management problems in the enterprises in the sector of electrical engineering services enterprises in Lithuania. The author has performed a thorough scientific literature on the topic analysis and took it as the background for the identification of risk and innovation processes and determination of possibilities to use it in sector enterprises` business value management activities. This paper analyses processes of mergers and acquisitions, concept, types, differences and reasons of transactions. The author has analyzed the steps of merging enterprises process as well as the methods of transaction valuation and prepared a set of proposed decisions for the development of the activities of electrical engineering services sector enterprises that could enhance activity efficiency, services` quality and competitiveness as well. Strong emphasis has been put on the business strategies, risk and innovation management of the enterprises` activities. The author having analyzed theoretical and practical business value management aspects prepared a scheme of interaction of managerial processes, performed systematic analyses of the enterprise including activity valuation while estimating synergy benefit from the merging process of two enterprises and at the end presented conclusions and recommendations.

Context: In many organizations, practices and processes of software engineering are carried out in a value-neutral setting. These value-neutral settings within software development are responsible for project failures. Value-based software engineering (VBSE) manages these value neutral settings by integrating value-oriented perspectives into software engineering. The fundamental factors that differentiate VBSE from value-neutral software engineering are value dimensions that play a crucial role in companies' success by managing customer needs, demands, and expectations Objectives: The aims of this master thesis are to 1) systematically classify the contributions within VBSE and 2) investigate practical application and validation of solutions in industry to determine their practical usability and usefulness. Methods: In this study, systematic mapping, followed by systematic review were used as research methods. Results: The findings of systematic mapping show that a clear majority of value-based research has been conducted within requirements engineering, and verification and validation. Whereas, there were not many studies discussing value-based design. In terms of research types used, evaluation research and solution proposal were the most dominant contributions. While experience reports and philosophical research were less emphasized. In general, value-based contributions such as recommendations and processes were highly reported in VBSE studies. In addition, the finding of systematic review indicates that although many solutions were proposed for value-based requirements engineering but in the absence of qualitative and quantitative results from usability and usefulness perspectives make it hard for practitioners to adopt for industrial practices. Conclusion: The systematic classification of studies and resulting maps not only give an overview of existing work on VBSE but also identifies interesting research gaps which can be used by researchers to plan and carry out future work. The findings of systematic review can be used by industry practitioners to assess the level of applicability of the proposed value-based requirements engineering solutions with respect to their application/validation context and usability and usefulness. / Naseer Jan, Cell: 0046736181463, Muhammad Ibrar, Cell: 0046760605212

The concept of Corporate Social Responsibility (CSR) and stakeholder management is relatively new to the Ghanaian business sector. Unilever Ghana ltd. has consistently had a prominent CSR drive in Ghana for several years. It has been found that stakeholder involvement in CSR is important for implementing relevant CSR programs which creates goodwill, good reputation and enhances business value. It is on this basis that this case study of Unilever Ghana was conducted. It investigates the CSR process of the company, the involvement and management of stakeholders in that regard and the relationship with corporate (financial) performance. Using the stakeholder approach as theoretical frame, interviews with open-ended questioning style as well as documents are used as sources of evidence. Analysis of the data is done with the help of building empirical models which will serve as guidelines for management practitioners dealing with stakeholder relations and CSR in modern Ghana.

Softwaresysteme sind ein wichtiger Bestandteil in der heutigen digitalen Welt und müssen oft als fundamentales Investitionsgut von Unternehmen betrachtet werden. Deswegen benötigen solche Systeme eine betriebswirtschaftliche Sichtweise: der Wert als operatives System sowie als langfristige finanzielle Investition bezüglich zukünftiger Anforderungen. Die Grundlage jeden guten Softwaresystems liegt in dessen Architektur, dem Zusammenhang von allen Teilen und deren Beziehungen untereinander, dem inneren Aufbau und der Organisation der Teile. Der Zusammenhang zwischen guter Architektur und resultierender guter Evolutionsfähigkeit und Zukunftsfähigkeit eines Systems ist generell in den Meinungen vertreten. Jedoch liegen dazu nur wenige Literaturstellen vor, welche die Thematik tatsächlich mehr als nur empirisch aufzeigen. Diese Arbeit soll einen möglichen Weg aufzeigen, wie mithilfe eines modellbasierten Ansatzes ein kausaler und quantitiver Zusammenhang zwischen Architektur eines Softwaresystems und dem resultierenden betriebswirtschaftlichen Wert (im Sinne der Evolutionsfähigkeit) hergestellt werden kann.

IT governance is a very pressing matter for many companies not only all around the world but also in Czech Republic. Therefor this thesis will in the beginning introduce reader to the subject of IT Governance, it's historical development, structure, participants and also its benefits for the organizations but also with possible hardships of incorporating it into companies. Main benefit of this thesis is mapping of different solutions providers. These solutions include software platforms, differentiating methodics and also consulting IT services. This work chooses and introduces key market providers. Last part of the thesis hints at the possibilities of implementing chosen methodic into a sample company. Reader is introduced to the chosen methodic in greater detail and the aforementioned methodic is demonstrated through the companies services.

This diploma thesis deals with the determination of the value of company Reda a.s. to 31.12.2019, by using income-based method. The first part of thesis defines the theoretical assumptions and procedure for determining the value of company. The analytical part contains a strategic analysis, financial analysis, prognosis of value generators and the compilation of a financial plan. At the end of the diploma thesis, the value of the company is determined using the discounted cash flow method.

Softwaresysteme sind ein wichtiger Bestandteil in der heutigen digitalen Welt und müssen oft als fundamentales Investitionsgut von Unternehmen betrachtet werden. Deswegen benötigen solche Systeme eine betriebswirtschaftliche Sichtweise: der Wert als operatives System sowie als langfristige finanzielle Investition bezüglich zukünftiger Anforderungen. Die Grundlage jeden guten Softwaresystems liegt in dessen Architektur, dem Zusammenhang von allen Teilen und deren Beziehungen untereinander, dem inneren Aufbau und der Organisation der Teile. Der Zusammenhang zwischen guter Architektur und resultierender guter Evolutionsfähigkeit und Zukunftsfähigkeit eines Systems ist generell in den Meinungen vertreten. Jedoch liegen dazu nur wenige Literaturstellen vor, welche die Thematik tatsächlich mehr als nur empirisch aufzeigen. Diese Arbeit soll einen möglichen Weg aufzeigen, wie mithilfe eines modellbasierten Ansatzes ein kausaler und quantitiver Zusammenhang zwischen Architektur eines Softwaresystems und dem resultierenden betriebswirtschaftlichen Wert (im Sinne der Evolutionsfähigkeit) hergestellt werden kann.