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This exploratory case study research aims to apply a processual analysis to the implementation of a customer relationship management (CRM) system from a knowledge management perspective to a contemporary (1999‐2004) situation within a UK city council. The paper seeks to place a specific focus on areas neglected in previous CRM studies – sub‐cultures, psychological contracts, how tacit knowledge is surfaced and transferred, and with what effects on implementation.

The paper investigates how the system stakeholders and the information system (IS) itself evolved through encountering barriers, sharing knowledge, finding new uses, inventing work‐arounds.

A rich picture emerges of sub‐cultural silos of knowledge linked with psychological contracts and power‐based relationships influencing and inhibiting adoption and acceptance of the CRM system.

This case study research provides useful information on the implementation of a CRM system from a knowledge management perspective with a specific focus on sub‐cultures, psychological contracts, how tacit knowledge is surfaced and transferred, and with what effects on implementation, which are areas neglected in previous CRM studies.

This paper seeks to report the findings from a seven‐year study on the UK National Health Service on the introduction of an electronic health record for 50 million citizens. It explores the relationship between policy and practice in the introduction of a large‐scale national ICT programme at an estimated value of £12.4bn.

Using a longitudinal research method, data are collected on the policy‐practice nexus. The paper applies institutional theory using a conceptual model by Tolbert and Zucker on the component processes of institutionalisation.

The findings suggest that institutional forces act as a driver and an inhibitor to introducing enabling technologies in the health‐care environment. A process analysis shows that, as electronic health records force disruptive change on clinicians, healthcare managers and patients, culturally embedded norms, values and behavioural patterns serve to impede the implementation process.

This research is limited in its generalisability to national, regional and local ICT implementations due to the complexity of the policy and practical issues at stake. Despite the longitudinal research approach, the use of institutional theory can only offer a flavour of how institutionalised values, norms and behaviours influence health IT policy and practice.

The paper demonstrates the complexity of translating centralised ICT policy in healthcare to practical solutions for clinicians and other stakeholders. It shows how a large‐scale ICT programme based on procurement of technology is unlikely to succeed where important issues of user engagement and a sound “business case” have not been achieved.

This research contributes to the theoretical literature on institutionalism by addressing the dichotomy between institutional and technical environments. While technology is often discussed in isolation of an institutional process, it may become embedded in organisational practices, reaching a process of sedimentation (institutionalisation) or fail to take hold and fade from view.

IT WOULD NOT BE beyond the powers of exaggeration to claim that James Joyce is one of the greatest writers of the twentieth century. But it would be doubly difficult—difficult, even, for a star‐spangled Dubliner whose lips had been royally touched—to substantiate such a claim within the limits of a single sentence. It is true Joyce wrote a great number of pages, but he did not write a great number of books. He was a great humorist in the true Irish tradition: a savage satirist in the manner of Swift (though subtler in his technique) and a natural parodist and punster. He could perform miracles with words, and just as Wilde was a master of the epigram, so Joyce achieved endless subtleties and successes with the pun.

The need for an integrated enterprise‐wide approach to management information pronounced data warehousing (DW) the “hot topic” of the early‐to‐mid‐1990s. However, it became unfashionable in the late 1990s, with the widespread implementation of enterprise resource planning (ERP) systems. With ERP managers were led to believe that they would derive informational as well as operational benefits from the introduction of integrated enterprise‐wide systems. However, the recent re‐emergence of DW, to address the limitations and unrealised benefits of ERP systems, provides a new, more complex integration challenge. The main objective of this paper is to present the concept of organisational prerequisites for enterprise‐wide integration projects as a means to help managers preparing for and managing their ERP/DW projects.

This paper draws on existing literature on ERP and DW implementations. It puts forward a model to be further tested and validated by ERP researchers.

The proposed model has the potential to solve the problems experienced in ERP implementations and, more generally, in projects leading to large‐scale enterprise integration.

Existing ERP research indicates that the intelligence phase of most ERP projects is ignored both in practice and in research. This paper lays the foundation for a framework that addresses this problem.

This chapter examines the similarities and differences in ways of life and experiences of residents in Milton Keynes and Cergy-Pontoise. Both New Towns resulted from efforts to create a form of urbanity that combines the attractions of urban and suburban life. In the tension between urbanity and suburbanity, many planners emphasised urbanity. To many new residents, their New Town was attractive precisely because of its suburban character. Using empirical material drawn from interviews with middle-class residents, this chapter looks at socio-spatial practices and experiences in the private domain of the home, in neighbourhoods and in public spaces and in the wider urban region. It is suggested that ways of living are conditioned by the structure and design of a city’s spaces, but people do not automatically conform to them. Their practices deviate from the city as planned and designed because residents will add meanings of their own to it. The chapter also reveals that there are differences in ‘suburban urbanity’ between both New Towns. The planning concepts and the daily lives of residents reflect cultural values attributed to suburbanity and urbanity in England and France. If the suburban middle class’s practices in the two cities reveal similar patterns, there are differences as well. In Milton Keynes, the emphasis is more on the private domain, and this causes residents to utilise and experience this city in a strikingly natural fashion. In Cergy-Pontoise, residents have a strong involvement with both the public domain and their own home.

Since 1995, Internet banking has allowed consumers to utilise the Internet as a platform to interact with their bank. Initially, the hype surrounding Internet banking was immense. However, more realistic expectations about the value of Internet channels and changes in the financial services sector are affecting opinions of Internet banking systems. This study examines contemporary Internet banking systems in five leading ‘clicks and mortar’ banks operating in the North‐Eastern part of the United States. The findings reveal a move towards viewing Internet banking as an operational rather than a competitive instrument, with consequential changes in how banks evaluate their Internet banking systems. The paper concludes by proposing some changes to expectations on how Internet banking is likely to develop.

China’s economy is transforming at a brisk pace. A partially dismantled command economy and introduction of competition have fueled consumer demand for a greater selection of innovative new products in the retail market. The challenge for retail buyers is to adjust their procurement processes to respond to consumer needs in an efficient and effective manner. This study examines factors influencing buyer‐supplier relationships in a transition economy. We present a model to explain the factors driving retail buyer dependence on suppliers. We find that retailer evaluation of supplier credibility mediates the relationship between retailer perceptions of a supplier ability to add value to its business and the ability to achieve its desired goals. In part, this is due to the supplier’s market orientation. Interestingly, guanxi ties have no impact on the retailer perceptions of the supplier credibility, but have a positive affect on retailer dependence on its supplier partners.