Over the last decade, an increasing number of businesses are undertaking initiatives to reduce theirenvironmental footprint and improve their 'green' credentials. As information technology (IT) has permeatedmost, if not all, business processes and supply chains, it offers an important means to...

Web-based self-service systems (WSSs) are increasingly leveraged for the delivery of after-sales information technology (IT) support services. Such services are offered by IT service providers to customer firms and increasingly involve business partners. However little is known of the challenges...

This paper explores Critical Success Factors (CSFs) in the transfer of after-sales support-oriented knowledge from Information Technology (IT) support organisations to enterprise customers, using Web-based Self-service Systems (WSS). As it appears that best-in-class companies are ahead of the...

Enterprise Systems (ES) or Enterprise Resource Planning (ERP) Systems have been widely adopted by organizations around the world with the global market revenue estimated by AMR Research (2009) at 37.5 billion US dollars in 2008 and is expected to continue growing. Given the huge investments made...