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Case study
Publication date: 21 June 2018

Mohamad Abu Ghazaleh and Syed Zamberi Ahmad

Information technology, management science and strategic management.

Abstract

Subject area

Information technology, management science and strategic management.

Study level/applicability

The case has been developed for use in “e-government Management and Leadership” and “Strategic IT management” courses and is appropriate for MBA and Executive Development Programs, as well as corporate training programs incorporating information system and e-government dilemmas. The case is appropriate for courses that deal with e-government development.

Case overview

Ajman Digital Government (ADG) was established in 2017. It is a new government entity intended to deliver the Ajman e-Government Project to increase government efficiency and productivity, as well as transforming public services to meet citizen expectations of digital experiences and satisfying the UAE Federal e-government standard. The current UAE federal e-government ranking includes only two emirates, Abu Dhabi and Dubai. ADG intends to be part of the UAE federal e-government ranking and participating in the world digital competitiveness ranking. Many challenges lie ahead for ADG, which intends to add Ajman’s e-government to UAE’s federal e-government, supporting the digital competitiveness of UAE worldwide and participating in increasing the ranking for UAE federal government in IMD’s World Digital Competitiveness Ranking; in addition to this challenging goal, there are significant new obstacles to the implementation of the new digital government in Ajman. ADG requires specific ingredients for the maintenance and support of the UAE e-government standard to position the project toward the success. Study of the strategic positioning of ADG would help support success of the development of e-government and weigh which technology should be used and how the project should proceed strategically. The case also provides a very useful ground for discussing all challenges faced and how the innovative business model of e-government will address these issues and create a sustainable e-government environment.

Expected learning outcomes

The case is structured to achieve the following learning objectives: Students can recognise the dilemma faced by the Ajman Government in managing citizen expectations, stakeholder expectations and the wider implications of its actions on developing a coherent communication strategy. Students can recognise and critically evaluate the role of leadership and communication in using e-government strategies in hyper technology market. To bring out the challenges in the digital government and repositioning strategies in a highly competitive and dynamic technology environment. Differentiation and repositioning strategies in a highly competitive technology market. Learn how to effectively communicate the value of a digital government to the targeted citizens. Understand how to strike a balance between short-term objectives and long-term goals in e-government development. Analyse the environment, competition, industry and IT product positioning. List alternative IT strategies and e-government positioning. Understand the primary drivers of interaction in e-government.

Supplementary materials

Teaching Notes are available for educators only. Please contact your library to gain login details or email support@emeraldinsight.com to request teaching notes.

Subject code

CSS 7: Management Science.

Details

Emerald Emerging Markets Case Studies, vol. 8 no. 2
Type: Case Study
ISSN: 2045-0621

Keywords

Article
Publication date: 28 December 2018

Mohamad Abu Ghazaleh, Salam Abdallah and Mehmood Khan

Despite the wide recognition of enterprise resource planning’s (ERP’s) multiple uses, little research has examined the internal forces that influence success after ERP…

Abstract

Purpose

Despite the wide recognition of enterprise resource planning’s (ERP’s) multiple uses, little research has examined the internal forces that influence success after ERP implementation in the service industry. This study aims to identify the factors influencing post-implementation ERP capabilities (PERPC) and improving post-implementation sustainability and user satisfaction (PERPSUS). Exploratory factor analysis (EFA) and confirmatory factor analysis (CFA) are used for this, with advance managed outsourced solutions (AMOS) and an entanglement view of all firm ERP users.

Design/methodology/approach

A theoretical model is created to explain internal organizational factors impacting post-implementation ERP sustainability and user satisfaction. Data were collected from 152 executive ERP users in two organizations in the UAE. Two CFA models were created.

Findings

The results show that adoption by internal organizational forces leads to more sustainable post-implementation ERP. A 69 per cent variance in user satisfaction and post-implementation ERP sustainability was found through a PERPC model and its dimensions, which are significantly highly correlated.

Research limitations/implications

ERP professionals and stakeholders believe that identification of ERP capabilities (ERPCs) and user satisfaction must be multi-dimensional.

Practical implications

CIOs and ERP professionals could use these results to increase the success of ERP in the service industry, and they can support the inclusion of post-implementation ERP practices.

Originality/value

Using AMOS, this paper explores the role of ERPCs in system sustainability and user satisfaction in the service sector, utilizing stakeholder perspectives and an entanglement view of ERP users in the service industry.

Details

International Journal of Organizational Analysis, vol. 27 no. 3
Type: Research Article
ISSN: 1934-8835

Keywords

Article
Publication date: 29 November 2019

Mohamad Abu Ghazaleh and Abdelrahim M. Zabadi

Internet of things (IoT) and big data (BD) could change how the societies function. This paper explores the role of IoT and BD and their impact on customer relationship…

1287

Abstract

Purpose

Internet of things (IoT) and big data (BD) could change how the societies function. This paper explores the role of IoT and BD and their impact on customer relationship management (CRM) investments in modern customer service. The purpose of this paper is to develop an analytic hierarchy planning framework to establish criteria weights and to develop a general self-assessment model for determining the most important factors influencing the IoT and BD investment in CRM. The authors found that most studies have focused on conceptualizing the impact of IoT without BD and with limited empirical studies and analytical models. This paper sheds further light on the topic by presenting both IoT and BD aspects of future CRM.

Design/methodology/approach

The analytic hierarchy process (AHP) methodology is used to weight and prioritize the factors influencing the IoT and BD investment in modern CRM in the service industry. The AHP framework resulted in a ranking of 21 sustainability sub-factors based on evaluations by experienced information technology and customer service professionals.

Findings

The paper provides significant insight on the new frontier of CRM, focusing on the use of IoT and BD and the respective solutions to address them were identified. This study primarily contributes in providing the process of effectively managing and implementing IoT and BD in big businesses by identifying the connecting link between firms and customers.

Practical implications

The understanding of new frontier of CRM connective via IoT and BD can solve the dilemmas and challenges linked to the practice of implement IoT and BD in the information systems field. The study provides valuable information and critical analysis of IoT and BD with regard to the integration of CRM. Finally, this study further provides directions for future researchers.

Originality/value

IoT and BD are a growing phenomenon, which business decision-makers and information professionals need to consider seriously to properly ascertain the modern CRM dimensions in the digital economies. They also should embrace the proper CRM innovation, which is powered by IoT and BD, and discover how IoT and BD can bring the next level of maturity to CRM “CRM of everything.”

Details

International Journal of Organizational Analysis, vol. 28 no. 1
Type: Research Article
ISSN: 1934-8835

Keywords

Article
Publication date: 3 October 2019

Mohamad Abu Ghazaleh, Salam Abdallah and Abdelrahim Zabadi

Despite the importance of post-implementation activities to support the success of an enterprise resource planning (ERP) system, there has been a lack of research into the…

Abstract

Purpose

Despite the importance of post-implementation activities to support the success of an enterprise resource planning (ERP) system, there has been a lack of research into the factors that influences post-implementation success. Accordingly, this paper aims to present a case study on a public service organization operating in an emerging market economy, namely, the United Arab Emirates in the ERP post-implementation phase to understand the internal forces within the organization that influences ERP system success.

Design/methodology/approach

A qualitative method using focus group discussions (FGDs) was conducted based upon IT data from the firm and interviews with IT staff, business users and executive management to identify system users’ perceptions in post ERP.

Findings

The authors posit that the internal organizational forces of ongoing support, system user interactions and stakeholder views significantly affect post-implementation capabilities and user satisfaction.

Research limitations/implications

IT professionals and stakeholders believe that identification of the factors determining post-implementation ERP capabilities and user satisfaction should not be limited to specific practices.

Practical implications

This study provides insights that can assist CIOs and ERP professionals in the service industry to examine the extent of obstructions to post-implementation capabilities that will impact system user satisfaction.

Originality/value

Use of FGDs to explore the impact of ERP capabilities upon system user satisfaction in the service sector. The study is one of the first that utilizes Technological frames of reference (TFR) theory in studying ERP post-implementation.

Details

Journal of Systems and Information Technology, vol. 21 no. 3
Type: Research Article
ISSN: 1328-7265

Keywords

Article
Publication date: 18 May 2022

Unai Arzubiaga, Francesco Schiavone, Talal Ali Mohamad and Junsong Chen

The purpose of this study is to explore the marketing success factors of an international private healthcare company operating in Lebanon and examine how these factors…

Abstract

Purpose

The purpose of this study is to explore the marketing success factors of an international private healthcare company operating in Lebanon and examine how these factors evolve depending on different business phases.

Design/methodology/approach

An extreme single-case study of a Lebanese healthcare center was conducted. The data sources consisted of semi-structured interviews and archival data including industry reports, newspaper articles and internal documents.

Findings

This study offers interesting, non-studied insights into marketing success factors in the private healthcare sector. In particular, it shows how to evolve from more traditional business models to disruptive yet very attractive personalized services with high-quality standards.

Research limitations/implications

While the theoretical position developed fits the unique characteristics of the studied industry and country settings, it is necessary to be cautious in generalizing the study to other geographical settings and industries.

Practical implications

This research provides managers and decision-makers with insights into how to identify, organize and develop success factors in the marketing discipline during different business phases of private healthcare organizations.

Originality/value

This study contributes to the scarce literature on the marketing of private healthcare organizations by exploring success factors in a non-studied geographical and cultural context.

Details

Journal of Business & Industrial Marketing, vol. 37 no. 8
Type: Research Article
ISSN: 0885-8624

Keywords

Article
Publication date: 3 April 2017

Ahmad Fathi Al-Sa’di, Ayman Bahjat Abdallah and Samer Eid Dahiyat

The purpose of this paper is to investigate the effects of knowledge management (KM) on product and process innovations, as well as on operational performance (OP). In…

2207

Abstract

Purpose

The purpose of this paper is to investigate the effects of knowledge management (KM) on product and process innovations, as well as on operational performance (OP). In addition, the effects of product and process innovations on OP, as well as their mediating effects on the relationship between KM and OP, are also investigated.

Design/methodology/approach

A questionnaire-based survey was designed and used to collect data from 207 manufacturing companies operating in the Jordanian capital Amman. To assess construct validity, exploratory and confirmatory factor analyses were conducted. To test research hypotheses, the bootstrap re-sampling method was applied using Hayes’s SPSS multiple-mediator PROCESS macro.

Findings

The results indicate that KM has significant positive effects on product and process innovations, and OP. Process innovation was found to have a significant positive effect on OP, while product innovation was not. Furthermore, only process innovation was found to significantly mediate the KM-OP relationship.

Practical implications

The findings of this study provide useful insights about the role of KM in facilitating and enhancing product and process innovations, as well as OP in the surveyed manufacturing companies. An important implication concerns the roles of product and process innovations. Manufacturing companies seeking improvements in their OP are recommended to focus on process innovation rather than product innovation. While product innovation may affect other aspects of performance, such as market and financial ones, it was not found to significantly affect OP. Process innovation can also leverage KM’s contribution to manufacturing companies’ OP.

Originality/value

This is a pioneering study in that it developed an integrated model that depicts the interrelationships among KM, product innovation and process innovation and OP, in a developing country context.

Details

Business Process Management Journal, vol. 23 no. 2
Type: Research Article
ISSN: 1463-7154

Keywords

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