Business and Information Systems Engineering (BISE) is at a turning point. Planning, designing, developing and operating IT used to be a management task of a few elites in public ad-ministrations and corporations. But the continuous digitization of nearly all areas of life changes the IT...

In recent years, many companies have strived to enhance their customer-relating capability with knowledge management instruments. A survey conducted by the authors, however, indicates that successful implementations of such initiatives are still comparatively rare. In this paper we present a...

In recent years, many companies have infused more and more self-service technology into their customer relationships. As a result the balance between high-tech and high-touch has become a key challenge of today's customer relationship management initiatives. In this paper, we present a...

Peering points between different Internet service providers (ISPs) are among the bottlenecks of the Internet. Multihoming (MH) and content delivery networks (CDNs) are two technical solutions to bypass peering points and to improve the quality of data delivery. So far, however, there is no...