S. Alshawi and W. Al‐Karaghouli
This paper reflects on experiences when traditional IT approaches were used to design large IT systems and ended in failure. The main reflections focus on the reasons for system…
Abstract
This paper reflects on experiences when traditional IT approaches were used to design large IT systems and ended in failure. The main reflections focus on the reasons for system failure and how they relate to the diversity of knowledge, managing knowledge, and the understanding gaps that may exist between the business and the system developers. The study reveals that the understanding gaps mainly result from lack of knowledge of business operations on the developer side, matched by lack of technical appreciation and knowledge on the user side. To help address the knowledge‐gap problem, a practical approach employing soft‐systems, diagramming and set mapping techniques is proposed and described.
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W. Al‐Karaghouli, S. Alshawi and G. Fitzgerald
Reflects on experiences when traditional IT approaches were used to design large IT systems and ended in failure.
Abstract
Purpose
Reflects on experiences when traditional IT approaches were used to design large IT systems and ended in failure.
Design/methodology/approach
The requirements‐gathering process is usually a very complex affair and can represent a major obstacle to successful system development. It is argued here that one reason for systems development projects' poor performance, or even failure, is the mismatch between the customer and the developer technical knowledge/understanding instigated by the differences in the cultural background of both sides. The main argument focuses on the reasons for system failure and how they relate to the diversity of knowledge and the understanding gaps that may exist between the business customers and the system developers.
Findings
The study reveals that the understanding gaps mainly result from lack of business operations knowledge on the developer side, matched by lack of technical appreciation and knowledge on the user side.
Originality/value
A practical approach using diagramming and Set mapping techniques is described, with an explanation of how it can be used to enhance human interaction in requirement identification and consequently help address the knowledge‐gap problem.
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Sedigheh Moghavvemi and Noor Akma Mohd Salleh
There were numerous models that were developed with the explicit purpose of predicting the information system (IS) adoption behaviour. However, these models are criticized for the…
Abstract
Purpose
There were numerous models that were developed with the explicit purpose of predicting the information system (IS) adoption behaviour. However, these models are criticized for the fact that they do not accurately capture the effect of external factors (unforeseen events) on individual intention, which may inhibit the act of adopting and using IS. The purpose of this paper is to investigate these external factors among entrepreneur(s) and measure how the individual's propensity to use affects the adoption and use of IS innovation. This paper will also attempt to investigate the key determinants of the adoption of IT innovation among entrepreneurs in Klang Valley, Malaysia.
Design/methodology/approach
Based on the research model, a questionnaire was developed, and data collected from entrepreneurs based in Klang Valley Malaysia. In all, 326 responses were collected, and the research model was applied using the structural equation modelling technique.
Findings
The performance expectancy and the propensity to act are salient determinants of behavioural intention to adopt and use IS innovation. An individual's pervasive decision to use IS innovations are strong factor that influences individual intention and behaviour prediction. Furthermore, precipitating events were determined to be the underlying factor that influences the behavioural intention for an adopter to actually adopt IS innovation(s). The finding(s) demonstrates that the probability of an intention actually translating into actual usage is higher if the precipitating events occur in their respective businesses.
Research limitations/implications
It is important to evaluate this study's results and contributions in light of its limitations. This is an initial test for this model, and it should be subjected to further testing and refinement, particularly with regards to the precipitating events construct. One should be aware that an entrepreneur is exposed to various events and challenges that could involve their personal, family, career, and business life. Certain events related to these factors would impact the entrepreneurs differently, which might require different coping mechanisms. Future research should focus on the precipitating events related to their personal, family, career and business life, and which of these precipitating events are most prominently affecting their decision to actively use IS innovation.
Practical implications
End-users, particularly, as this study reveals, do prefer new IS innovation, but they may not use it as often. Thus, developers and or inventors of IS innovation need to understand factors that can influence users’ decision to adopt and use IS innovation. As for entrepreneurs, understanding factors that influence them to use IS innovation would enhance their sense on the relative importance of using the system. Furthermore, this study provides evidence concerning the role of precipitating events, which encourages or inhibits entrepreneurs towards IS related innovation adoption behaviour. This study makes clear that government policy and environmental factors, as well as work situation significantly influences an entrepreneur's intention in using IS innovation.
Originality/value
This study extends the Unified Theory of Acceptance and Use of Technology (UTAUT). Some aspects of the Entrepreneurial Potential Model are incorporated into UTAUT, with the express purposes of capturing external variables. Additionally, the role of the volitional aspect of an entrepreneur's intention towards IS innovation are also taken into due consideration. This model assist the researchers in measuring the effect of pervasive decision and external factors on technology acceptance, and will provide essential information that explains the promotion of IS innovation adoption, usage and hindrance.
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The purpose of this study is to examine the tangible and intangible benefits of two enterprises resource planning (ERP) packages namely SAP and Oracle. In particular, the…
Abstract
Purpose
The purpose of this study is to examine the tangible and intangible benefits of two enterprises resource planning (ERP) packages namely SAP and Oracle. In particular, the operational benefits (OP), managerial benefits (MB), strategic benefits (SB), information technology (IT) benefits and organizational benefits (OR) of SAP and Oracle packages are scrutinized.
Design/methodology/approach
A survey method was employed to elicit opinions from SAP and Oracle ERP professionals. The empirical results are analyzed using smartPLS (Version 2.0) software. The results are further compared and contrasted with that of Deloitte and O'Leary's studies.
Findings
Through this study, it seems that the tangible benefits such as procurement cost reduction (32 percent for SAP; 30 percent for Oracle), financial cycle reduction (46 percent for SAP; 48 percent for Oracle), productivity improvements (50 percent for SAP; 41 percent for Oracle), personnel reduction (43 percent for both SAP and Oracle) and IT cost reduction (35 percent for SAP; 21 percent for Oracle) percentages indicate Indian companies have achieved more ERP benefits as compared to Deloitte and O'Leary's studies.
Research limitations/implications
Three limitations were identified in this study such as adoption of the survey instrument, potential for response bias associated with targeting packages and the research instrument targeted only for manufacturing organizations. In the future, one can analyze the ERP benefits based on the ERP life cycle stages such as initiation, adoption, adaptation, acceptance, routinization and infusion. Moreover, one can investigate all the benefits mentioned in the literature of Shang and Seddon's study as this study reveals only few tangible and intangible benefits. There is also a possibility of extending the study to the benefits in terms of pre‐ and post‐ERP implementation in manufacturing systems. Finally, introducing some moderators to see the effect on ERP benefits.
Practical implications
This paper provides new insights into the tangible and intangible benefits of SAP and Oracle ERP packages.
Originality/value
No prior study to the best of one's knowledge has been sought to explain in such benefits of SAP and Oracle ERP packages.
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Anote Chanopas, Donyaprueth Krairit and Do Ba Khang
The purposes of this study are to present an operational definition of information technology (IT) infrastructure flexibility and to provide a framework for assessing its…
Abstract
Purpose
The purposes of this study are to present an operational definition of information technology (IT) infrastructure flexibility and to provide a framework for assessing its components.
Design/methodology/approach
A comprehensive review of the relevant literature was conducted along with expert interviews to determine what experts considered to be the characteristics of IT infrastructure flexibility. A questionnaire was then developed, and 388 IT personnel with a wide range of experience verified the proposed framework. Factor analysis was conducted to reveal the common aspects of IT infrastructure flexibility.
Findings
The results expand on the four recognized components (connectivity, compatibility, modularity and IT personnel competency) from the literature by revealing five further components (scalability, continuity, rapidity, facility and modernity).
Research limitations/implications
The issue of external validity should be a concern because the samples were collected only from IT personnel in the financial service industry in Thailand. The improvement of the instrument to fit additional contexts is recommended.
Practical implications
Practitioners may now consider their IT infrastructure profiles and determine which components need more attention. Researchers may expand on this paper's results by conducting further investigations with other organizational measurements.
Originality/value
This study is the first to provide empirical evidence from the context of a developing country, which fills a significant gap in the literature. Although this study reports different findings from the literature, the results still complement rather than contradict the existing research framework.
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María Obeso, Remedios Hernández-Linares, María Concepción López-Fernández and Ana María Serrano-Bedia
The purpose of this paper is twofold. First, it aims to analyze the individual influence of different knowledge management practises (KMP) on firm performance. Second, it aims to…
Abstract
Purpose
The purpose of this paper is twofold. First, it aims to analyze the individual influence of different knowledge management practises (KMP) on firm performance. Second, it aims to analyze the mediating role of organizational learning (OL) between each KMP and performance.
Design/methodology/approach
A telephone-survey was applied in 2018 to the managers of 400 Spanish firms. The data retrieved was analyzed by using multiple regression analysis.
Findings
Knowledge generation (KG) and knowledge flow (KF) promote firm performance, while there is not a direct association between knowledge storage and performance. OL mediates the relationship between KG and performance, as well as between KF and performance.
Research limitations/implications
First, this research confirms that not all the KMP have a direct effect on firm performance, thus, future research would need to differentiate between different KMP. Second, this paper is pioneering in providing empirical evidence that OL mediates the KMP – performance relationship. Third, the empirical study was performed in a context non-researched yet by the literature considering KMP individually: Spain.
Practical implications
First, besides the results managers should focus their efforts in practises related to KG and application. Second, OL mediating suggests that managers should invest in managerial commitment to promote a shared culture, shared vision, open-mind to new ideas and a lot of dialogue.
Originality/value
This is the first study that investigates how KMP contribute to firm performance by incorporating the mediating impact of OL. The results will help organizations to identify the KMP improving the performance.
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Information technology (IT) has often been cited as being able to create competitive advantage. However, the degree of leverage is often dependent upon several factors, not least…
Abstract
Information technology (IT) has often been cited as being able to create competitive advantage. However, the degree of leverage is often dependent upon several factors, not least the type and level of IT training provided, resources available, management commitment, and prevailing level of corporate culture. This paper introduces the generic processes involved in developing an IT training framework in order to support and deliver the business strategy, and presents findings in the form of a generic IT training model. This model identifies the sequential stages needed to commission and deploy IT training in a construction environment in the form of an implementation roadmap. This model was developped with two leading UK construction organizations. Findings have identified that seven core process phases should be considered before committing resources to training. Recommendations include identifying the core business benefits and matching these to the training outcomes, albeit cognisant of barriers such as lack of empowerment, organizational culture, resource limitations, and so on.
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Karise Hutchinson, Lisa Victoria Donnell, Audrey Gilmore and Andrea Reid
The purpose of this paper is to understand how small to medium-sized enterprise (SME) retailers adopt and implement a loyalty card programme as a marketing management…
Abstract
Purpose
The purpose of this paper is to understand how small to medium-sized enterprise (SME) retailers adopt and implement a loyalty card programme as a marketing management decision-making tool.
Design/methodology/approach
A qualitative and longitudinal case study research design is adopted. Data were collected from multiple sources, incorporating semi-structured interviews and analysis of company documents and observation within a retail SME.
Findings
The findings presented focus on the loyalty card adoption process to reflect both the organisational issues and impact upon marketing management decision-making.
Research limitations/implications
This research is restricted to one region within the UK, investigating loyalty card adoption within a specific industry sector.
Practical implications
SME retailers operate in an industry environment whereby there is a competitive demand for loyalty card programmes. SME retailers need to carefully consider how to match the firm’s characteristics with customer relationship management (CRM) operational requirements as highlighted in this case.
Originality/value
The evidence presented extends current knowledge of retail loyalty card programmes beyond the context of large organisations to encompass SMEs. The study also illustrates the value of a structured, formal CRM system to help SME retailers compete in a complex, competitive and omni-channel marketplace, adding new insights into the retail literature.
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Pedro Ruivo, Tiago Oliveira and André Mestre
The purpose of this paper is to develop and test a theoretical model to measure the impact of enterprise resource planning (ERP) and customer relationship management (CRM) systems…
Abstract
Purpose
The purpose of this paper is to develop and test a theoretical model to measure the impact of enterprise resource planning (ERP) and customer relationship management (CRM) systems and moderating relationships of system and process integration on business value.
Design/methodology/approach
ERP and CRM systems are analysed with the resource-based view theory and measured by their impact on business value, having in consideration the moderation of system and process integration. The model was tested and analysed with data collected by Microsoft, from firms that have adopted both ERP and CRM systems in their organisation.
Findings
ERP system is found to be an important asset to business value, but CRM systems’ impact on business value is found to be not significant. System integration as moderator of ERP or CRM system is found to be not significant but has a positive and significant impact on business value. For process integration, the study finds that it is significant only when moderating the CRM system variable.
Research limitations/implications
The model shows that the moderating effects of system and process integration are important variables for understanding the joint business value of ERP and CRM.
Practical implications
Adopting an ERP system and ensuring system integration provides a direct impact on business value. In order for a CRM system to have a positive impact on business value, process integration with ERP system must be ensured.
Originality/value
This study provides new knowledge on how ERP and CRM systems used together may positively influence value from IT investments, and how systems integration and process integration provide business value.
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Mohammed Tubigi and Sarmad Alshawi
The purpose of this paper is to evaluate knowledge management (KM) processes and to investigate their impact on organisational performance (OP) within the context of the airline…
Abstract
Purpose
The purpose of this paper is to evaluate knowledge management (KM) processes and to investigate their impact on organisational performance (OP) within the context of the airline industry (AI).
Design/methodology/approach
An inductive and deductive qualitative approach was used based on a preliminary study. A pilot study was conducted which involved the use of interviews as a primary data collection method. Content analysis was used to extract and analyse themes from the data.
Findings
The study showed that knowledge usage is the most influential aspect of KM in terms of the impact on OP. Moreover, the study revealed that knowledge transfer is a common KM process employed by organisations.
Research limitations/implications
This study outlined the findings of a pilot study which aimed to test a proposed conceptual model and to provide an initial understanding of the interrelationships between KM processes and OP. To this end, a number of interviews were conducted in order to consolidate a conceptual model. As such, the nature of this preliminary study imposed some time and context limitations. These limitations will be dealt within later stages of the research journey.
Originality/value
The value of the study is generated from the extensive review of the literature it provided which enhanced proposing a conceptual model that was initially tested with the aim of defining an appropriate KM processes within a unique and yet untested context as well as describing the impact of these processes on OP. Determination of KM processes is expected to set a guideline for future research in the AI.