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This is a case study on the opportunities provided by Open Source library systems and the experience of delivering these systems through a shared service.

This chapter derives from desk research, interviews, and direct involvement in the project. The format is a case study, setting out a detailed timeline of events with information that can be applied in other settings.

This chapter presents reflections on the value and limitations of collaboration amongst libraries and librarians on an innovative approach to library systems and technologies. It also presents reflections on lessons learned from the processes and detailed discussion of the success factors for shared services and the reasons why such initiatives may not result in the outcomes predicted at the start.

Libraries and IT services considering Open Source and shared service approaches to provision will find material in this study useful when planning their projects.

The nature of collaboration and collaborative working is studied and observations made about the way that outcomes cannot always be predicted or controlled. In a genuine collaboration, the outcome is determined by the interactions between the partners and is unique to the specifics of that collaboration.

The case study derives from interviews, written material and direct observation not generally in the public domain, providing a strong insider’s view of the activity.

Improving digital work experience is critical for the job performance of individuals and the competitiveness of organizations due to their increasing use. This paper investigates how organization support affects the digital work experience of individuals differently depending on their levels of information technology (IT) identity.

Drawing upon the IT identity literature and the conservation of resources (COR) theory, a conceptual model is developed, tested and validated using the data collected in Australia through an experimental design in which IT identity is manipulated.

This study reveals a nuanced impact of organization support on shaping digital work experience. Specifically, it finds that technical support is more effective in improving the digital work experience of individuals with a high level of IT identity, whereas well-being support is more effective in enhancing the digital work experience of individuals with a low level of IT identity.

This research contributes to the IT identity literature by introducing a novel experimental design to manipulate IT identity in the digital work context. It also contributes to the digital work literature by introducing a resource perspective for identifying well-being support, technical support and IT identity as the key resources in shaping digital work experience and calling for attention to IT identity as a boundary condition on the effectiveness of organization support. The findings can help organizations formulate better strategies and policies to improve digital work experience by providing tailored support to individuals with different levels of IT identity.

The concept and practice of e-services has become essential in business transactions. Yet there are still many organizations that have not developed e-services optimally. This is especially relevant in the context of Indonesian Airline companies. Therefore, many airline customers in Indonesia are still in doubt about it, or even do not use it. To fill this gap, this study attempts to develop a model for e-services adoption and empirically examines the factors influencing the airlines customers in Indonesia in using e-services offered by the Indonesian airline companies. Taking six Indonesian airline companies as a case example, the study investigated the antecedents of e-services usage of Indonesian airlines. This study further examined the impacts of motivation on customers in using e-services in the Indonesian context. Another important aim of this study was to investigate how ages, experiences and geographical areas moderate effects of e-services usage.

The study adopts a positivist research paradigm with a two-phase sequential mixed method design involving qualitative and quantitative approaches. An initial research model was first developed based on an extensive literature review, by combining acceptance and use of information technology theories, expectancy theory and the inter-organizational system motivation models. A qualitative field study via semi-structured interviews was then conducted to explore the present state among 15 respondents. The results of the interviews were analysed using content analysis yielding the final model of e-services usage. Eighteen antecedent factors hypotheses and three moderating factors hypotheses and 52-item questionnaire were developed. A focus group discussion of five respondents and a pilot study of 59 respondents resulted in final version of the questionnaire.

In the second phase, the main survey was conducted nationally to collect the research data among Indonesian airline customers who had already used Indonesian airline e-services. A total of 819 valid questionnaires were obtained. The data was then analysed using a partial least square (PLS) based structural equation modelling (SEM) technique to produce the contributions of links in the e-services model (22% of all the variances in e-services usage, 37.8% in intention to use, 46.6% in motivation, 39.2% in outcome expectancy, and 37.7% in effort expectancy). Meanwhile, path coefficients and t-values demonstrated various different influences of antecedent factors towards e-services usage. Additionally, a multi-group analysis based on PLS is employed with mixed results. In the final findings, 14 hypotheses were supported and 7 hypotheses were not supported.

The major findings of this study have confirmed that motivation has the strongest contribution in e-services usage. In addition, motivation affects e-services usage both directly and indirectly through intention-to-use. This study provides contributions to the existing knowledge of e-services models, and practical applications of IT usage. Most importantly, an understanding of antecedents of e-services adoption will provide guidelines for stakeholders in developing better e-services and strategies in order to promote and encourage more customers to use e-services. Finally, the accomplishment of this study can be expanded through possible adaptations in other industries and other geographical contexts.

The strategic management literature emphasizes the concept of business intelligence (BI) as an essential competitive tool. Yet the sustainability of the firms’ competitive advantage provided by BI capability is not well researched. To fill this gap, this study attempts to develop a model for successful BI deployment and empirically examines the association between BI deployment and sustainable competitive advantage. Taking the telecommunications industry in Malaysia as a case example, the research particularly focuses on the influencing perceptions held by telecommunications decision makers and executives on factors that impact successful BI deployment. The research further investigates the relationship between successful BI deployment and sustainable competitive advantage of the telecommunications organizations. Another important aim of this study is to determine the effect of moderating factors such as organization culture, business strategy, and use of BI tools on BI deployment and the sustainability of firm’s competitive advantage.

This research uses combination of resource-based theory and diffusion of innovation (DOI) theory to examine BI success and its relationship with firm’s sustainability. The research adopts the positivist paradigm and a two-phase sequential mixed method consisting of qualitative and quantitative approaches are employed. A tentative research model is developed first based on extensive literature review. The chapter presents a qualitative field study to fine tune the initial research model. Findings from the qualitative method are also used to develop measures and instruments for the next phase of quantitative method. The study includes a survey study with sample of business analysts and decision makers in telecommunications firms and is analyzed by partial least square-based structural equation modeling.

The findings reveal that some internal resources of the organizations such as BI governance and the perceptions of BI’s characteristics influence the successful deployment of BI. Organizations that practice good BI governance with strong moral and financial support from upper management have an opportunity to realize the dream of having successful BI initiatives in place. The scope of BI governance includes providing sufficient support and commitment in BI funding and implementation, laying out proper BI infrastructure and staffing and establishing a corporate-wide policy and procedures regarding BI. The perceptions about the characteristics of BI such as its relative advantage, complexity, compatibility, and observability are also significant in ensuring BI success. The most important results of this study indicated that with BI successfully deployed, executives would use the knowledge provided for their necessary actions in sustaining the organizations’ competitive advantage in terms of economics, social, and environmental issues.

This study contributes significantly to the existing literature that will assist future BI researchers especially in achieving sustainable competitive advantage. In particular, the model will help practitioners to consider the resources that they are likely to consider when deploying BI. Finally, the applications of this study can be extended through further adaptation in other industries and various geographic contexts.

The purpose of the study is to explore the relationship among organisation information technology support (OITS), knowledge sharing behaviour (KSB) and service innovation performance (SIP) in the context of the Indian Hospitality Industry (IHI). This study also attempts to examine the role of KSB as a mediator in the relationship between IT support and SIP and the firm age test as a moderating variable for service innovation performance.

Proposed relations are empirically examined, and the study was carried out on 115 employees from 71 randomly selected hotels situated in the major five travel destinations of Uttarakhand state of India. Initially, confirmatory factor analysis was performed to validate the construct, afterword structural equation modeling (SEM)-Path analysis was accomplished. The researcher examines the mediation and moderation relations of the variables through statistical tests executed with the help of AMOS 24 and SPSS 26.

The study result indicated that organisation IT support has a positive influence on knowledge sharing and SIP. The mediation result findings showed KSB is partially mediated between OITS and SIP. Sequentially, firm age moderation found the statistical results shown significant difference in young and old hotels.

This study only covers the aspect of the “knowledge sharing behaviour” dimension among the major organizations’ IT support capabilities and examined both variables that might be anticipated in SIP. Considering this limitation, new areas of research investigation are open to future researchers.

The study has both theoretical and managerial implications for academicians, practitioners and researchers. An attempt to conceptualise detailed insights on organisational IT support adaptation and KSB enhancement, which further leads to lifting SIP. Moreover, the study recommended for professionals to implement KM practices and mobilise the knowledge resources optimally to achieve better organizational outcomes.

The study attempts to delineate the proposed relationship and provides valuable insights for practitioners and academicians by including the knowledge sharing dimension to improve the SIP context of the IHI.

Using dynamic capability theory, this study investigates how information technology (IT) support affects firms' online and offline cross-channel integration (CCI). In addition, it applies institutional theory to examine how the relationships between IT support and CCI are moderated by firms' institutional environments.

A sample of 308 firms in China that conduct business in online and offline channels was empirically tested through hierarchical regression analysis.

The results showed two types of IT support facilitated CCI: IT support for strategy and IT support for process. The relationship between IT support for process and CCI was stronger than that between IT support for strategy and CCI. The results further indicated institutional environment (i.e. dysfunctional competition and government support) played differing roles in these effects, such that the relationship between IT support for strategy and CCI was significantly weakened by dysfunctional competition yet enhanced by government support. However, neither dysfunctional competition nor government support had a significant moderating role in the relationship between IT support for process and CCI.

This study identifies different IT support types as antecedents of CCI. It is also one of the earliest attempts to explore the influence of institutional environment on the relationship between IT support and CCI.

The study aimed to focus on how well information technology (IT) was supporting business processes in small‐ and medium‐sized enterprises (SMEs).

The study collected data using a questionnaire that incorporated the 12 processes of the American Productivity and Quality Center's (APQC) process classification framework. Structured interviews were conducted with managers in 66 SMEs.

The data indicated the importance of each process and how well IT supported each process. The following two core business processes were identified as strategically most important: deliver products and services, and manage customer service. Although the evidence indicated that the most important business processes were supported at an acceptable level, IT support was found to be low for many business processes. IT support also varied considerably across the sample, indicating that some firms have much higher IT support for business processes than others.

A limitation of the study is that it used a new instrument. Also, all the firms were SMEs in one part of one country. The study created an instrument that can be used by managers as a diagnostic tool to help SMEs identify areas for business improvement.

The study indicates that the business process view provides a useful lens for studying IT support. There seems to be much potential for SMEs to improve their IT support for some business processes.

The focus on IT support for business processes is original, especially by examining support for the broad range of processes of the APQC's model.

IT related skills are vital for becoming and remaining a citizen in a digitally supported information society – also for adults who are no longer in school; do not use IT in their work; are unemployed, self‐employed, or retired; or otherwise without the technical support, possibilities for training, and availability of a community of practice and “master users” that are common in organizational contexts. The paper aims to draw on literature on learning IT skills in the organizational context and to apply this in a non‐organizational, community context. The paper seeks to explore how individual IT‐skill and knowledge development could be supported using formal and informal learning strategies, including community services, training courses, information events, learning community and other learning mechanisms.

The paper is empirically grounded in a research and development project with 50 participating families who received a PC, printer, and internet connection, as well as training, technical support, and information events over a period of two years. Both qualitative and quantitative data were gathered throughout the project. Data are here analyzed as an extensive case study.

Based on experiences from the project the paper describes how “digital literacies” could be learned and supported and inclusion in the digital information society enhanced in practice. The paper develops a framework that shows how different learning strategies and mechanisms support different kinds of computer knowledge and skill areas; describes three interlinked areas of IT knowledge and skills; and suggests a number of practical implications on how computer self‐efficacy could be supported in a non‐organizational context.

The paper draws on extant knowledge about learning and developing IT‐skills in the organizational context, and applies this knowledge in a different context in order to explore how this knowledge can be used also outside organizations to support adults to be part of the digitally supported information society.