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  • About
  • The Global ETD Search service is a free service for researchers to find electronic theses and dissertations. This service is provided by the Networked Digital Library of Theses and Dissertations.
    Our metadata is collected from universities around the world. If you manage a university/consortium/country archive and want to be added, details can be found on the NDLTD website.
11

Information architecture model for data governance initiatives in peruvian universities

Castillo, Luis Felipe, Raymundo, Carlos, Mateos, Francisco Dominguez 07 November 2017 (has links)
El texto completo de este trabajo no está disponible en el Repositorio Académico UPC por restricciones de la casa editorial donde ha sido publicado. / This current research revealed the need to design an information architecture model for Data Governance In order to reduce the gap between the Information Technology versus the Information Management. The model designed to make a balance between the need to invest in technology and the ability to manage the information that is originated from the use of those technologies, as well as to measure with greater precision the generation of IT value through the use of quality information and user satisfaction. In order to test our model we take a case of study in the Higher Education sector in Peru in order to demonstrate the successful data governance projects with this model. 1
12

The Fractional CIO as a New Form of IT Management for SMEs: Essays on Current Issues and New Developments in IT Executive Management

Kratzer, Simon 30 January 2024 (has links)
For decades, the importance of information technology (IT) for organizations has continuously increased. To ensure effective IT management and operations, to enable the business, and to stay competitive, many large organizations appoint a Chief Information Officer (CIO) as their highest-ranked IT executive (Preston et al., 2008). While many small to medium-sized enterprises (SMEs) face similar challenges concerning IT, they often lack the resources to employ a full-time IT executive (Bhagwat & Sharma, 2007; Cragg et al., 2013). However, Kamariotou and Kitsios (2022) find that strategic planning and alignment with IT are important determinants for increasing an SME’s business value. An increasing number of SMEs started to employ CIOs part-time to avoid the risk of not staying competitive and losing business value (Moise, 2021; Pratt, 2022). Such so-called “Fractional CIOs” are often highly experienced and skilled individuals working for multiple SMEs simultaneously (Kratzer et al., 2022). By contracting a Fractional CIO, SMEs benefit in various ways. First, they get an experienced IT leader at a fraction of the cost. Second, they remain flexible concerning billable hours and the time horizon of the engagement. Third, they are receiving an outside-in perspective and might profit from the Fractional CIO’s experience gained from simultaneous engagements. Even though the Fractional CIO role benefits SMEs, adoption and awareness are still low. Further, substantial research on the novel role is missing. This dissertation aims to establish a new stream in CIO research that explores the role of the Fractional CIO. Our comprehensive literature review of the CIO research field provides the basis for this research (Kratzer et al., 2023b). As we explore this novel phenomenon, we are also interested in how to best report research findings. We, therefore, aim to conceptualize techniques to convey novel phenomena in information systems (IS) research in an illustrative way. Hence, we posed the following overarching research questions: RQ1: How can novel phenomena be communicated in an illustrative yet rigorous way in research papers? RQ2: What is the state-of-the-art in the CIO research field, and what are further avenues for research? RQ3: What concepts provide SMEs with the experienced IT executive management they need? RQ4: What makes Fractional CIO engagements successful? RQ5: How does the role of the Fractional CIO take shape in practice in the German market? These overarching research questions are answered through six consecutive publications. 1) 'Literary Sketches in Information Systems Research: Conceptualization and Guidance for Using Vignettes as a Narrative Form' This paper is conceptual and has a methodological focus on the use of vignettes. The paper contributes to the usage of vignettes as a narrative form in academic research, providing a taxonomy that structures vignettes and identifies three archetypes. By conceptualizing vignettes through a taxonomy and archetypes, we create transparency for the usage of vignettes, encourage the use of vignettes, and provide recommendations how to use them more rigorously. Long term, this might contribute to a better exchange between academia and practice through better comprehensibility of academic papers. 2) 'Four Decades of Chief Information Officer Research: A Literature Review and Research Agenda Based on Main Path Analysis' In this paper, we conducted a bibliographic literature review using main path analysis, which helped to objectively identify existing topics based on their importance. We also illustrated the knowledge flow in CIO research by identifying major and emerging research streams and analyzing their evolution over time. Additionally, we aggregated central papers in CIO research and developed a research agenda to provide guidance for future research. Overall, this paper helps to advance the understanding of the CIO research field and provides insights for researchers and practitioners. 3) 'The Fractional CIO in SMEs: Conceptualization and Research Agenda' With this paper, we were the first to conceptualize the role of the Fractional CIO and to develop a research agenda for this novel research field. The results from this paper contribute to research and practice in several ways. First, we are the first authors to conceptualize the role of the Fractional CIO, derive a definition, compare it to existing CIO role research, and derive four engagement types. Second, we develop a research agenda to guide future research in the new Fractional CIO research field. Third, we contribute to practice by promoting the role’s awareness among potential Fractional CIOs and organizations. Fourth, we show that Fractional CIO services are versatile and can benefit organizations of different sizes and maturity levels, and there are diverse possibilities for evolution. 4) 'What Makes Fractional CIO Engagements in SMEs Successful? – A Research Framework' In this paper, we developed a research framework for Fractional CIO engagement success. It makes contributions to research and practice. First, we propose a research framework for Fractional CIO engagement success and, therefore, develop a common ground for future research. Second, we provide practical advice for Fractional CIOs and SMEs regarding factors for engagement success. Third, we raise awareness about the Fractional CIO role that may benefit many SMEs around the world. 5) 'Factors for Fractional CIO Engagement Success' In this paper, we used Q-methodology to empirically evaluate the relative importance of factors influencing Fractional CIO engagement success and to identify different viewpoints on engagement success. Our paper makes several contributions to research and practice. First, our paper is the first to identify and evaluate the importance of factors for Fractional CIO engagement success. Therefore, it serves as a basis for further research in the new Fractional CIO research field. Second, we find that upper echelon theory (Hambrick & Mason, 1984) can be applied to executives independent of their contractual relationship in cases of comparable responsibilities. Third, by thoroughly applying Q-methodology, we showcase an exploratory tool for identifying opinions and preferences of participants and clustering them accordingly. This approach provides guidance for other IS scholars to apply it. Fourth, we develop preliminary archetypes of Fractional CIOs and, based on that, provide tentative advice for Fractional CIOs and organizations that hire them. These preliminary archetypes enabled us to identify further theoretical explanations of this phenomenon. In addition to transaction cost theory, agency theory, and upper echelon perspective, we found that stewardship theory and dynamic capabilities explain additional characteristics of Full-ownership CIOs and Change Agents. 6) 'Mehr als Vollzeit: Fractional CIOs in KMUs' This paper summarizes the results of our previous studies regarding the Fractional CIO role in German language and conducts semi-structured interviews with three Fractional CIOs from Germany to complement it with a perspective on the German market. Overall, we find that the Fractional CIO role in the German market is performed similarly to the international market. The interviewed German Fractional CIOs/CTOs could not clearly identify any hurdles that might explain the low adoption of the role. However, all three German Fractional CIOs agree that German SMEs would strongly benefit from Fractional CIOs. (References to be found in the full text)
13

Řízení informačních technologií v organizaci / IT Management in Organization

Eischmann, Jiří January 2011 (has links)
The thesis deals with information technologies on different levels of management. The first chapter analyzes a strategy level and a function of strategic documents in the IT management analyzed. The second half of the theoretical part deals with IT governance, its connection to the strategic management, and its chosen tools - decision-rights structure, service-level agreements, and accounting (focused on chargeback). The practical part of the thesis deals with IT management at the University of Economics in Prague. It analyzes and evaluates strategic documents from the IT management point of view. The second half of the practical part evaluates possibility of implementing the chosen tools of IT governance in the university's IT management.
14

Adoção da computação em nuvem: questões organizacionais e ambientais com o uso do modelo TAM-TOE em empresas de grande porte. / Cloud computing adoption: organizational and environmental issues with the use of the TAM-TOE model in large companies.

Zaguir, Nemer Alberto 19 April 2017 (has links)
A computação em nuvem é um modelo que catalisa mudanças marcantes na forma com que a Tecnologia da Informação é distribuída. Como benefícios, sobressai-se a viabilidade de acesso rápido, de qualquer lugar, a recursos disponibilizados como serviços e utilizados sob demanda, subsidiando a criação de novos modelos de negócios. Entretanto, com os ativos da TI externos à organização, aumenta-se o interesse por estudos sobre adoção. A literatura retrata a utilização de vários modelos de adoção, entre eles o TAM (Technology Acceptance Model) e o TOE (Technology-Organizational-enviroment framework). Uma pesquisa que utilizou a combinação TAM-TOE revelou bom grau de previsão da adoção pelo modelo, porém indicou a necessidade de estudos de casos para aprofundar o tema em outros contextos, ensejando a questão: como ocorre o processo de adoção da computação em nuvem em relação às questões organizacionais e ambientais? Foi realizada uma revisão sistemática da literatura para confirmar lacunas de pesquisa e estender o modelo TAM-TOE, destacando-se elementos da teoria institucional no processo de adoção. Trata-se de uma pesquisa qualitativa, descritiva e estruturada por meio de estudos de casos múltiplos, com unidade de análise definida pelo estudo do processo de adoção de um serviço de nuvem em empresa de grande porte caracterizada como suporte no modelo de grade estratégica da TI. Sete unidades foram analisadas abordando-se influência das pressões institucionais sobre a alta gestão, as avaliações dos serviços e os termos de licenciamento dos contratos. O estudo contribui para a elucidação de comportamentos diferenciados das pressões institucionais sobre a alta gestão na decisão de adoção, destacando-se os mecanismos coercitivos. Expõe situações onde a gestão dos serviços requer a participação da TI sob o modo tradicional e discute aspectos contratuais sobre o licenciamento de serviços. Por fim, apresenta-se uma reflexão sobre a utilização do modelo, do método e limitações da pesquisa, com a indicação de estudos futuros para aprofundar as contribuições indicadas em outros contextos. / Cloud Computing is a model that has brought revolutionary changes in the way Information Technology (IT) is distributed. As benefits, it stands out the feasibility of fast access possible from anywhere to resources made available as on-demand services that help to create new business models. However, with IT assets outside the organization, interest in adoption studies have increased. The literature describes the use of several adoption models, among which are the Technology-Acceptance-Model (TAM) and the Technology-Organizational-environment (TOE). One research used the TAM-TOE combination and revealed a good degree of prediction to justify adoptions, but indicated the need for case studies to better understanding of adoptions in other contexts, raising the question: how should the process of adopting cloud computing occur regarding organizational and environmental questions? A systematic literature review was conducted to confirm research gaps and to broaden the TAM-TOE model, highlighting elements of institutional theory and its influence in the adoption process. This is a qualitative, descriptive and structured research using multiple case studies, with unit of analysis defined by the study of the process of adopting a cloud service in a large company characterized as support in the IT strategic grid model. Seven units were analyzed by addressing institutional pressures on top management, service evaluations and contract licensing terms. The study contributes to the elucidation of different behaviors of the institutional pressures on the top management in the decision making for its adoption, emphasizing the coercive mechanisms. It exposes situations in which the service management might require the participation of IT in the traditional way and the discussion of contractual aspects about the licensing of services. Finally, a reflection on the use of the model, method and limitations of the research is presented, indicating future studies.
15

Antecedentes do comportamento de uso da Shadow It e sua relação com o desempenho individual

Mallmann, Gabriela Labres January 2016 (has links)
Dado o uso crescente de tecnologias não autorizadas e não suportadas pelo departamento de TI nas organizações, chamadas de Shadow IT, o papel da TI e a forma tradicional de gerenciar tecnologia estão mudando dentro das organizações. Shadow IT refere-se ao uso de tecnologias utilizadas pelos funcionários sem a autorização ou o suporte formal da TI para realizar as tarefas de trabalho. Motivada por este contexto, esta pesquisa tem como objetivo verificar os fatores antecedentes ao comportamento de uso da Shadow IT e a relação deste comportamento com o desempenho individual dos usuários de TI. Para alcançar tal objetivo, foi realizada uma pesquisa survey com 286 usuários de TI da área administrativa. Estes usuários são funcionários de três diferentes empresas: um órgão público, uma empresa de educação profissional e uma cooperativa de crédito, as quais compõe a amostra. Esta pesquisa obteve como resultados que os fatores Experiência do Usuário, Utilidade Percebida e Influência Social têm relação positiva significante com o uso da Shadow IT, bem como o uso da Shadow IT tem relação positiva significante com o desempenho individual do usuário de TI. Este trabalho traz implicações teóricas e práticas. Para a teoria, esta pesquisa ampliou o conhecimento sobre o uso da Shadow IT a nível individual. Ademais, um instrumento para medir o comportamento de uso da Shadow IT foi desenvolvido, o qual pode ser aplicado nas organizações para conhecer o comportamento do usuário de TI com relação ao uso destas tecnologias. A partir do conhecimento dos antecedentes do comportamento de uso da Shadow IT e qual é a sua relação com o desempenho individual do usuário de TI, os gestores podem elaborar políticas de gestão que reduzam os riscos associados a esse fenômeno, bem como potencializar os seus benefícios. / Given the increasing use of unauthorized technologies by employees in organizations, called Shadow IT, the traditional way to manage technology is changing. Shadow IT is the use of an unauthorized technology by employees, changing, thus, the role of IT is changing within organizations. Motivated by this context, this research aims to verify the antecedents factors behind Shadow IT usage behavior and the relationship of this behavior with the individual performance of IT users. To reach this goal, we performed a survey research with 286 IT users of from the administrative area. These users are employees of three different companies: a public agency, a professional education company and a financial cooperative. As results, we found that User Experience, Perceived Usefulness and Social Influence has positive relationship with Shadow IT usage, as well as the use of Shadow IT has a positive relationship with the individual performance of the IT user. This research has theoretical and practical implications. To the academia, this research has extended knowledge about Shadow IT usage at individual level. Furthermore, we also has developed an instrument to measure the Shadow IT usage behavior, which can be applied to the IT users of companies in order to know their Shadow IT usage behavior. To know the antecedents of Shadow IT usage and what is its relationship with individual performance of IT user is also important to companies. Managers must know what drives users to use Shadow IT, as well as what is the outcome of this use in terms of individual performance in order to develop policies and strategies that reduce the risks associated with this phenomenon and maximize its benefits.
16

Competências dos profissionais de TI : um estudo de caso de como as competências dos gestores de TI se aproximam das competências dos CIOs

Ramos, Vandré Miguel January 2016 (has links)
O papel dos profissionais que atuam com Tecnologia da Informação (TI) nas organizações tem passado por diversas transformações e os Gestores de TI que atuavam especificamente em questões táticas e operacionais nas áreas mais técnicas, passaram também a ser envolvidos em decisões estratégicas envolvendo a TI. Assim, durante esta transformação os profissionais de TI deixaram os CPDs e passaram a estar mais presentes e próximos a outros setores da organização, com por exemplo a área de negócio. Em 2006, Lee e Lee, mapearam as competências para os Gestores de TI como sendo Técnica, Negócio e Sistema e no mesmo ano Wu et al. (2006), identificaram a competência estratégica como parte das atividades críticas do Gestor de TI. O CIO (Chief Information Officer) é o nome dado atualmente ao responsável pela tecnologia da informação numa organização e suas competências essenciais foram mapeadas nos estudos de Vreuls (2009) e Vreuls e Joia (2012) como sendo: Visão de negócio, Suporte ao negócio, Capacidade de influenciar a organização, Capacidade técnica, Networking externo, Gestão da operação de TI e Visão inovadora. Assim, a partir da evolução das competências dos Gestores de TI, a pesquisa analisou, através de um estudo de caso, como as competências dos Gestores de TI se aproximam das competências do CIO. Além de tomar por base os estudos de Lee e Lee (2006), Wu et al. (2006) e Vreuls (2009), também foi realizada uma análise comparativa com o modelo clássico de Katz (1974) Com a escolha destes modelos teóricos foi realizado um estudo comparativo entre a evolução dos estudos sobre competências gerenciais em diversos níveis. Os dados primários foram coletados por meio de entrevistas semiestruturadas e observação participante e os dados secundários foram obtidos através de fontes documentais do caso estudado. A análise dos dados foi realizada através da análise de conteúdo. Os resultados deste estudo indicam que as competências dos Gestores de TI se aproximam de três das sete competências do CIO e que apesar de estarem nos níveis táticos ou operacionais tem uma participação na área estratégica, o que implica no desenvolvimento dos Gestores de TI e também podem servir como um guia para atração e retenção de talentos na gestão de TI. / The role of Information Technology (IT) professionals in organizations has undergone many transformations, and IT Managers who have been specifically involved in tactical and operational issues in more technical areas have also become involved in strategic decisions involving IT. Thus, during this transformation IT professionals left the CPDs and became more present and close to other sectors of the organization, for example the business area. In 2006, Lee and Lee mapped the competencies for IT Managers as Technical, Business and System and in the same year Wu et al. (2006) identified the Strategic competence as part of the IT Manager's critical activities. The CIO (Chief Information Officer) is the current name given to the head of information technology in an organization and its core competencies have been mapped in the studies of Vreuls (2009) and Vreuls and Joia (2012) as: Business vision, Business support, Ability to influence the organization, Technical capacity, External networking, IT operation management and Innovative vision. Thus, from the evolution of the competences of the IT Managers, the present study analyzed through a case study how the competences of the IT Managers approach the competencies of the CIO In addition to Lee and Lee (2006), Wu et al. Al (2006) and Vreuls (2009), a comparative analysis was also carried out with the classic Katz model (1974). With the choice of these theoretical models, a comparative study was carried out between the evolution of the studies on managerial competences at several levels. The primary data were collected through semi-structured interviews and participant observation, and the secondary data were obtained through documentary sources of the case studied. Data analysis was performed through content analysis. The results of this study indicate that the competencies of IT Managers approach three of the CIO's seven competencies and that although they are at tactical or operational levels, they have a participation in the strategic area, which implies the development of IT Managers and can also serve as a guide for attracting and retaining talent in IT management.
17

Koordinering mellan IT-management- och affärsstrategier : En studie inom postorder/distanshandelföretag / Coordination between IT-management- and business strategies : A study of mail order/distance trade companies

Abdullahi, Farhia, Topic, Dina January 2010 (has links)
I dagens organisationer har man förstått att utvecklingen av teknologin går fort och framåt. För att kun-na hänga med i framåtskridandet måste företag och verksamheter anpassa sig efter utvecklingen som sker i omvärlden för att inte hamna efter. Många företag anser att det inte räcker med bara satsa på af-färsstrategier för att kunna lyckas på marknaden utan behöver också ta fram Informationsteknik-/Informationssystem-strategier som ska stödja affärsstrategierna. Det innebär att kopplingen mellan af-färs- och IT-/IS-strategier är väsentlig på grund av att de är beroende av varandra för att företaget ska lyckas att nå sina mål. Problematik kan uppstå när företag ska koordinera de nämnda strategierna. Det kan då finnas tendens att behandla informationsteknologin som ”kostnadscentrerad” eller se den som en dyr investering, snarare än en möjliggörare som driver affärsvärdet. Samordningen av informations-teknik och affärsstrategi, för att utnyttja IT-funktionerna och omvandla verksamheten, har ökat i bety-delse sen flera år tillbaka. Företag strävar efter konkurrensfördel i den mångskiftande och föränderliga marknaden. Det finns mycket forskning och insikt om sambanden mellan affärs- och IT-strategi, och den rollen om partnerskap mellan IT och företagsledningen kan spela. Vi har genomfört djupintervjuer enligt en kvalitativ undersökningsmetod. Det empiriska materialet har analyserat genom abduktiv me-tod och hermeneutisk förhållningsätt. Syftet med uppsatsen är att undersöka hur företag samordnar IT-management- och affärsstrategi. En viktig aspekt i undersökningen är relationen mellan IT-avdelningen och företagsledningen - hur företagsledningen prioriterar strategierna. Dessutom vill vi belysa bakom-liggande orsaker till de problem som tycks föreligga i området. Syftet är inte heller att dra några gene-rella slutsatser utan deskriptivt angripa problemet. Svaret på vår forskningsfråga om hur de strategierna koordineras i postorder/distanshandel företag är implicit. Den bakomliggande orsaken till detta anser vi vara bristen på väl formulerade strategier. Detta är ett mönster som kan vi se i alla de tre företag. IT-cheferna måste visa framfötterna när gäller strategi formulering. Det är deras ansvar att kräva från ledningen tydliga affärsstrategier för att lättare formule-ra och koordinera IM-strategin med affärsstrategierna. Postorder/distanshandel företag befinner sig i en växande branschen dessa företag kommer att bli tvungna att ha väl formulerande strategier i framtiden.
18

Adoção da computação em nuvem: questões organizacionais e ambientais com o uso do modelo TAM-TOE em empresas de grande porte. / Cloud computing adoption: organizational and environmental issues with the use of the TAM-TOE model in large companies.

Nemer Alberto Zaguir 19 April 2017 (has links)
A computação em nuvem é um modelo que catalisa mudanças marcantes na forma com que a Tecnologia da Informação é distribuída. Como benefícios, sobressai-se a viabilidade de acesso rápido, de qualquer lugar, a recursos disponibilizados como serviços e utilizados sob demanda, subsidiando a criação de novos modelos de negócios. Entretanto, com os ativos da TI externos à organização, aumenta-se o interesse por estudos sobre adoção. A literatura retrata a utilização de vários modelos de adoção, entre eles o TAM (Technology Acceptance Model) e o TOE (Technology-Organizational-enviroment framework). Uma pesquisa que utilizou a combinação TAM-TOE revelou bom grau de previsão da adoção pelo modelo, porém indicou a necessidade de estudos de casos para aprofundar o tema em outros contextos, ensejando a questão: como ocorre o processo de adoção da computação em nuvem em relação às questões organizacionais e ambientais? Foi realizada uma revisão sistemática da literatura para confirmar lacunas de pesquisa e estender o modelo TAM-TOE, destacando-se elementos da teoria institucional no processo de adoção. Trata-se de uma pesquisa qualitativa, descritiva e estruturada por meio de estudos de casos múltiplos, com unidade de análise definida pelo estudo do processo de adoção de um serviço de nuvem em empresa de grande porte caracterizada como suporte no modelo de grade estratégica da TI. Sete unidades foram analisadas abordando-se influência das pressões institucionais sobre a alta gestão, as avaliações dos serviços e os termos de licenciamento dos contratos. O estudo contribui para a elucidação de comportamentos diferenciados das pressões institucionais sobre a alta gestão na decisão de adoção, destacando-se os mecanismos coercitivos. Expõe situações onde a gestão dos serviços requer a participação da TI sob o modo tradicional e discute aspectos contratuais sobre o licenciamento de serviços. Por fim, apresenta-se uma reflexão sobre a utilização do modelo, do método e limitações da pesquisa, com a indicação de estudos futuros para aprofundar as contribuições indicadas em outros contextos. / Cloud Computing is a model that has brought revolutionary changes in the way Information Technology (IT) is distributed. As benefits, it stands out the feasibility of fast access possible from anywhere to resources made available as on-demand services that help to create new business models. However, with IT assets outside the organization, interest in adoption studies have increased. The literature describes the use of several adoption models, among which are the Technology-Acceptance-Model (TAM) and the Technology-Organizational-environment (TOE). One research used the TAM-TOE combination and revealed a good degree of prediction to justify adoptions, but indicated the need for case studies to better understanding of adoptions in other contexts, raising the question: how should the process of adopting cloud computing occur regarding organizational and environmental questions? A systematic literature review was conducted to confirm research gaps and to broaden the TAM-TOE model, highlighting elements of institutional theory and its influence in the adoption process. This is a qualitative, descriptive and structured research using multiple case studies, with unit of analysis defined by the study of the process of adopting a cloud service in a large company characterized as support in the IT strategic grid model. Seven units were analyzed by addressing institutional pressures on top management, service evaluations and contract licensing terms. The study contributes to the elucidation of different behaviors of the institutional pressures on the top management in the decision making for its adoption, emphasizing the coercive mechanisms. It exposes situations in which the service management might require the participation of IT in the traditional way and the discussion of contractual aspects about the licensing of services. Finally, a reflection on the use of the model, method and limitations of the research is presented, indicating future studies.
19

TO STANDARDIZE OR TO ADAPT: A WEBSITE’S DILEMMA IN THE CONTEXT OF ONLINE CUSTOMER SATISFACTION : A Comparative Study of Unilever & Adhuli Website’s in the Bangladeshi Market

Hasan, Md Nazmul, Hakeem, Gul January 2013 (has links)
The student thesis deals with standardization and adaptation of a company’s website in the enhancement of customers’ online satisfaction in the case of Unilever Bangladesh & Adhuli. The aim of the study is to carry out a comparative study between Unilever’s Bangladesh website and Adhuli’s website and through comparing and contrasting, identify the level of adaptation and standardization that effects customer online satisfaction in a positive manner. Effectiveness of a website in our study context means the website’s ability to attract, retain and ultimately engage the customer in a buying behavior online or later in an offline context. Ultimately, the examination of the two websites in an OCS context will lead to some recommendations, which we hope can prove insightful for future online retailers within the confines of similar markets. Website is probably the best and most time and cost effective way for companies to engage their customers and entice them to buy online or in some cases connect with them for later offline 6/18/2013 iv engagement. It’s therefore essential for companies to standardize and adapt their websites according to the needs and tastes of their target customers for enhanced customer satisfaction. It’s significant to note that MNCs especially those like Unilever with an informational website often ignore the importance of adaptation of their webpage in accordance with the local tastes of their customers and thereby primarily rely on their technological knowhow often dictate by costs concerns minimized through standardization. Local vendors like Adhuli with a transactional website on the other hand often ignore the value of technologically sound webpages often blinded by the fact that their understanding of the local market and taste, to some extent handicapped by costs as well, can adequately cater for online customer satisfaction. Either strategies result in the design of a webpage which capacity to enhance customer satisfaction online is greatly diminished.
20

Realizing Shared Services - A Punctuated Process Analysis of a Public IT Department

Olsen, Tim 06 December 2012 (has links)
IT services are increasingly being offered via a shared service model. This model promises the benefits of centralization and consolidation, as well as an increased customer satisfaction. Adopting shared services is not easy as it necessitates a major organizational change, with few documented exemplars to guide managers. This research explores a public IT unit’s realization of shared services with the intent to improve the transparency of its value proposition to their stakeholders. An ethnographic field study enabled in-situ data collection over a 24-month period. We analyzed the resulting, rich process data using the Punctuated Socio-Technical IS Change (PSIC) model. This resulted in several contributions: an explanatory account of shared services realization, an empirically grounded punctuated process model with seventeen critical incidents, and twelve key lessons for practitioners. Several extensions to extant process research methods are developed. These contributions combine to form a detailed and nuanced understanding of the process of realizing IT shared services at a large public university over a multi-year period.

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