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The evolving digital transformations of organizational processes involve vast complexities. Factors such as labor resources at the individual and team levels that integrate and utilize information resources and evolving technologies to achieve collective intelligence are essential to this process. In order to better understand evolving demands of labor resources, existing research regarding worker/technology interactions for firm performance must be implemented and adapted to the changing market. This paper provides a conceptual research model enabling organizations to better understand the integration of worker/team attributes with collaboration modes, information resources and augmented technologies that yield effective collective intelligence for decision-making.

This manuscript includes a literature review on worker/team attributes interfacing with various technology platforms and the creation of collective intelligence. It then reviews complementary research including leadership elements for organizational outcomes and introduces more current work involving a digital transformation. The literature review provides the underpinnings for a conceptual model that incorporates essential elements for the creation of collective intelligence for decision-making and adds factors that are relevant for digital transformations. These elements include augmented technologies including cognitive technologies, collaborative platforms and worker attributes (skills, social sensitivity, leadership) all of which illustrate components of intellectual capital.

The paper summarizes key findings of existing research in worker/team interactions with technology platforms on organizational performance and provides an applied, conceptual research model incorporating these findings, along with new elements in the digital era for better identifying new worker requirements.

The value of this work is the introduction of an applied conceptual model based on established literature findings that includes new technologies (e.g. cognitive technologies), collaboration modes and worker/team attributes to address the requirements of the evolving knowledge worker in the digital era. It provides a framework to better understand more optimal resource allocations for the creation of collective intelligence and integrates the model components within an intellectual capital framework.

Demonstrates the usefulness of the traditional marketing model in developing e‐commerce marketing strategies. Discusses four e‐commerce frameworks and integrates them with the traditional marketing model (product, price, promotion, and distribution) to develop a complete framework. Discusses how the e‐commerce strategies could be applied to a real company using the integrated model.

Marketing concepts and definitions have remained relatively unchanged until recently. Electronic customer relationship management (eCRM) has forced marketing managers to reevaluate how, when and to what extent they interact with their customers. This paper is focused on the role of specific marketing concepts and how eCRM has enhanced or altered each concept. Every topic discussed is illustrated with current business examples. Several examples from the business trade press are used to illustrate the success an organization can achieve when using eCRM to enhance marketing skills.

Electronic customer relationship management (eCRM) has become the latest paradigm in the world of customer relationship management. Recent business surveys suggest that up to 50 per cent of such implementations do not yield measurable returns on investment. A secondary analysis of 13 case studies suggests that many of these limited success implementations can be attributed to usability and resistance factors. The objective of this paper is to review the general usability and resistance principles in order to build an integrative framework for analyzing eCRM case studies. The conclusions suggest that if organizations want to get the most from their eCRM implementations they need to revisit the general principles of usability and resistance and apply them thoroughly and consistently.

Frequently, problems involving a management activity involve the incurring of a setup charge for the activity. In these cases, the total cost of the activity is the sum of the variable cost related to the level of the activity and a set up cost required to initiate the activity. In this research, we will also use goals that involve demand management of service centers based upon the revenue potential of the customer districts they will serve.

How do online customers judge a product's attributes in cyberspace? Previous studies of online product category suggest that all goods are not equal on the Web, because products have different attributes. Furthermore, the literature assumes that the customer's ability to evaluate product quality on the Web differs according to product attributes. Based on these considerations, the purpose of this study is to determine whether a customer's dissatisfaction and propensity to complain on the Web differ depending on product category. This study examines how selected variables (i.e. monetary, and non‐monetary effort, and the degree of involvement) influenced the impact of product category on customer dissatisfaction. The analysis was performed using survey data, collected both online and offline. The findings suggest the most appropriate strategies online companies should employ for each product category in question.

Platform‐independent low‐cost instant messaging (IM) may allow small businesses with limited financial and technical resources to communicate and collaborate internally and externally. Little research has been done investigating IM in the small business context. This study seeks to address this research gap and to investigate how small businesses respond to and actively exploit the opportunities brought by IM.

Two comparative case studies were conducted with two US small businesses. The research sites were selected based on the companies' IM usage pattern. Multiple data collecting methods were used including observation, interview, and IM transcripts. Open coding and qualitative data analysis were employed to get rich descriptive findings about IM usage.

IM was found beneficial to small businesses in several ways. The IM usage management is more a managerial issue than a technical one and a set of organizational and managerial factors were identified critical to the achievements of these benefits.

This paper addresses a research gap and investigates the under‐researched IM management issue. The study shows that creative and constructive usage of IM could bring a variety of organizational benefits to small businesses. The findings of this study provide guidance to IM researchers and small business practitioners as to how small businesses can manage IM to exploit its benefits. The comparative study method employed by this study also identifies situations where the utility of IM usage could be limited.

The overall purpose of this study is to inform practitioners about the levers for improving their employee portals.

The authors introduce a theoretical model that is based on the DeLone and McLean IS success model, which considers the specific requirements of employee portals. They tested the associations between their model's success dimensions by using more than 4,400 employees' responses, which were collected in 12 companies across different industries. They applied structural equation modeling to carry out the causal analysis. In addition, within a performance‐based analysis, they further investigated the success dimensions' improvement potentials.

The results of the causal analysis indicate that besides the factors contributing to the success of information systems (IS) in general, other success dimensions – like the quality of the collaboration and process support – have to be considered when aiming for a successful employee portal. The performance‐based analysis emphasizes the significance of collaboration quality to improve an employee portal and indentifies the respective fields of action.

This paper's contribution to theory is the empirical validation of a model for investigating employee portal success. The performance‐based analysis further elaborates on the causal analysi's findings. The results advance theoretical development in the area of employee portals and serve as a basis for future research in this field.

This model offers a means for organizations to evaluate and predict the success of employee portals. The study's findings make it possible for practitioners to understand the levers with which to improve their employee portals and to prioritize their investments accordingly.

This study is among the first, which empirically validates a comprehensive success model for employee portals and highlights its practical usefulness by means of a performance‐based analysis.