The ability of services to pervade all aspects of productivity creates the need for an interdisciplinary framework of service to be developed. It is however critical that any proposed service framework is developed jointly between the service purveyor and the stakeholders involved. An expected...

The ability of service to pervade all aspects of productivity creates the need for an interdisciplinary framework of service to be developed. It is however critical that any proposed service framework is developed jointly between service purveyor and stakeholders. An expected outcome from a...

Abstract: Purpose – Today's global business is heavily dependent on information and communication technology (ICT). The reality for most organisations is that the rate of technology change has been extremely fast. To cope with these changes, some organisations are committing a large amount of...

Purpose – There has been a great deal of interest in ensuring that organisational strategy is successfully implemented in order to meet business objectives. More recently, reports of the failure of information systems and technology (IS&T) projects have become more regular and the reported...

Purpose – Organisational transformation has been a major research theme over the last few decades. The main emphasis focuses on how successful organisations are using information systems and technology (IS/IT) to transform business operations. This paper aims to summarize and evaluate the key...

Purpose – The purpose of this paper is to examine the key practical factors that confront global businesses as they attempt to improve all aspects of their operations including emerging areas of the customer experience. The paper focuses on the way various organisational capabilities such as...