The rapid development of information and communication technology should increase thepotential of manufacturers/vendors to do business abroad employing electronic commerceconcepts. Currently, international transactions are often times linked to permanentestablishments or subsidiaries of...

The interdependence of technical and financial considerations poses a majorproblem for the development of appropriate decision support systems in businesspractice. In this paper, an application - with strategic importance for outsourcingproviders in information technology - is described...

Purpose: While the understanding of customer satisfaction is a key success factor for service enterprises, existing elicitation approaches suffer from several drawbacks such as high manual effort or delayed availability. However, the rise of analytical methods allows for the automatic and...

The digital transformation offers new opportunities for organizations to expand their existing service portfolio in order to achieve competitive advantages. A popular way to create new customer value is the offer of analytics-based services (ABS)—services that apply analytical methods to data...

Existing information systems research thoroughly explains how task-technology fit and appropriation affect performance on an individual or group level. This was appropriate for many years, as technology is typically used to fulfill a certain task on these levels. Today, however, companies are...

This paper proposes an approach for evaluating the relationship witha customer, leading to the creation of a Customer Intimacy Grade (CIG), acrossmultiple levels of granularity: employee, team, business unit and wholeorganization. Our approach focuses on B2B service organizations whichprovide...