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The aim of this study is examine customer relationship management (CRM) effect on enhancing customer satisfaction and on improving customer retention. In this study, the impact of CRM on loyalty in the pharmaceutical sector in Tunisia is studied. Service quality perception, customer satisfaction, loyalty, retention and firm profitability have been tested as independent variables. This study highlights the importance of CRM and service quality perception in maintaining a sustainable and profitable relationship with customers.

A survey research design was used to collect data. In total, 221 respondents from 5 pharmaceutical companies in Tunisia were involved in the study. Exploratory and confirmatory analyses were adopted to examine the effect of CRM technology on profitability. Structural equation modeling was used to validate results.

The results show that there are significant relationships between CRM and quality perception, satisfaction and loyalty. However, there are no significant relationships either between CRM and retention or between CRM and profitability.

Fitting CRM scale with the context of the study and the number of the survey companies was the limitation of this research.

This study provides significant results to practitioners to understand the role of establishing a CRM strategy and to understand the selected factors affecting customer satisfaction and retention as well.

This study was conducted in Tunisia to contribute to enrich literature in the implementation of information technology and customer satisfaction.

Organizations, both large and small, are increasingly outsourcing their applications to application service providers (ASPs) for a variety of reasons such as cost reduction, shortened time‐to‐market, lack of internal expertise, and risk reduction. However, the adoption of the ASP model has not been smooth sailing for many organizations, and only a few organizations have a formal approach to making ASP outsourcing decisions. Partially to fill this void, develops a value‐driven approach to outsourcing using ASP based on outsourcing theories and the industry’s best practices. The value‐driven approach is an adaptation and extension of Simon’s decision‐making process. It is designed to guide IS managers systematically through the complex process of identifying outsourcing opportunities, evaluating the viability of using the ASP model, making outsourcing decisions, managing contractual and implementation issues, and assessing the service quality of ASP vendors. Provides important implications for research and practice. For researchers, identifies ample research opportunities in this new field. For practitioners, the value‐driven approach gives them an invaluable tool to manage today’s complex information technology outsourcing.

This paper aims to present a conceptual framework for selecting and developing e‐government applications as part of an overall coherent strategy of e‐government service delivery (EGSD).

The framework proposed in this paper builds on and expands prior literature in the areas of e‐government and service delivery in organizations. Specifically, the framework extends Heskett's work in service delivery in organizations to the area of e‐government.

The strategic operations management framework for EGSD developed in this paper represents a response to the need for a more strategic point of view on the electronic delivery of government services. The framework consists of seven building‐blocks – four basic elements: market segmentation, service mode development, operations‐strategy redesign, and service delivery, in addition to three integrative elements: differentiation, leverage of value and alignment of strategy and system.

The framework fills two important voids in the area of government transformation to provide electronic services. First, it provides a precise framework and steps to implement successful e‐government applications. Second, the framework provides a tool for researchers through which e‐government studies can be organized and developed.

The framework developed in this paper is flexible enough to be adopted by governments at different levels; federal, state, or local and by developed and developing countries around the world. Further, it realizes the importance of having an integrated plan for e‐government projects.

The framework developed in this paper guides delivering government services over the internet projects world‐wide. Also, it recognizes the ripple effect of fluctuating service levels before delving into an e‐government project.

The purpose of this paper is to test previously developed models to identify factors that are perceived to affect the decision to adopt corporate intranet (CI) in a developing country.

The study used survey methodology. A set of questionnaires was returned from 436 intranet users at four major companies in Tunisia.

Several factors identified as significantly affecting users' adoption of CI in Tunisian companies: perceived usefulness, perceived ease of use, information quality, compatibility, computer self‐efficacy, personal innovativeness, superior pressure, peer pressure, self‐image, tech support, and top management support. Practical implications –The findings of this study can benefit practitioners as it provides organizations and top managers with a short list of factors that can significantly affect the adoption and usage of CI.

The study extends previously tested theories and models to a developing country environment.

The phenomenal growth of the Internet has persuaded many companies of its potential as a channel for outsourcing information systems applications. Application service providers (ASP) are firms that offer outsourcing application services to many organizations via the Internet. By contracting ASP, organizations are having information technology (IT) staff focusing their efforts on core competencies while, at the same time, capitalizing on the expertise of outsourcer. On the other hand, many ASP turn some of their projects to global outsourcer. The study develops a framework that identifies the critical factors influencing ASP' decision to outsource globally. These factors are product development costs, IT talent, product quality, communication technology, tax incentives, and cultural differences. The rest of the paper discusses the differences between different types of global outsourcing, explore the emerging trend and advantages of utilizing ASP, and recommend measures to ensure the success of projects to be developed globally. The framework developed in this paper represents a foundation for more rigorous empirical research to identify the significance of each influencing factor. The results can provide ASP managers with a road map that addresses issues of concern in global outsourcing.

The purpose of this paper is to describe a study in which a previously validated measurement instrument is used to investigate the existence and importance of specific factors that are thought to predict the generation of consumer trust in internet shopping in Ireland.

A sample of 858 individuals was surveyed using a previously validated measurement instrument that focused on a number of key constructs identified in the literature as potential trust predictors.

The study results provide evidence that Irish consumers' trust in internet shopping is the result of specific factors, the first of which relates to the vendor's perceived integrity, and the second of which relates to the vendor's perceived competence. The former encompasses social antecedents of trust, while the latter encompasses the technical antecedents of trust.

The insights provided by this research make a valuable contribution not only to information systems research, but also to the overall body of marketing, trust and diffusion research. The findings of this research are of potential benefit to online vendors of all types who seek to engender consumer trust in their web sites.

Teaching effectiveness at higher education institutions has captured the public attention for at least three decades. The majority of higher education institutions have investigated the relationships between teaching effectiveness and research productivity by measuring teaching effectiveness using students’ evaluations. However, research has indicated that student evaluations are not a reliable measure of performance. This paper introduces an alternative approach to measuring a professor’s performance using student evaluations in the field of information systems. This method measures the significant differences in students’ perceptions with respect to information technology and computers in business, the knowledge gained after taking a particular course, and the effect of the course professor on students’ perceptions. An empirical study involving 328 students at a major university was conducted. Results of the study highlight the contributions of this method in better assessing teaching performance in the area of information systems.

To investigate the linkage between organization performance criteria and the dimensions of agility, e‐supply‐chain drivers and knowledge management.

The analytic network process is applied as the research methodology in the context of executive decisions that include qualitative and quantitative attributes. The decision model is presented, along with a case study with an e‐supply chain of a global telecommunications company.

The study develops a framework for measuring the relative importance of a particular dimension based on the application of theoretical concepts from the information systems and management science literature to the digital, knowledge economy. Since contextual factors play a critical role in the design of effective knowledge‐management (KM) systems, technical and process solutions need to be customized to fit the organization performance criteria, dimensions of agility and supply chain drivers.

The model presented is dependent on the perceptual weightings provided by the decision‐maker and the generalizability of findings based on our model to other organizations may be limited.

This paper addresses the need for a strategic decision‐making tool to assist management in determining which knowledge management construct is most beneficial in the development of an agile supply chain.

This paper fulfils an identified information need and offers practical help in a dynamic and competitive environment by providing a decision model that assists in determining which construct of KM is most important based on an organization's performance criteria, dimensions of agility and supply‐chain drivers.