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The purpose of this paper is to measure the business value of IT (BVIT) and illustrate the relationship between IT practices and BVIT.

The paper uses a case study approach to collect the subject firm data over a period of one year. The data are about various IT systems used in the firm and their associated capital and operational cost components. The derived data are then compared with industry benchmarks.

The IT practices employed by the firm enable it to achieve a BVIT which is higher than the industry norm, from both strategic and operational perspectives.

In this study, a year’s worth of data from a single firm is considered. The temporal frame of the research data limits the generalization of the results. To improve the generalizability, data from many years and across many firms may be used.

The paper provides insights to managers to identify the measures of BVIT. Further, managers can make necessary interventions based on IT practices to derive IT capabilities which, in turn, impact the firm’s performance.

The contribution of the work is manifold: illustration of the relationship between IT practices and BVIT; illustration of a methodology to evaluate firm-level BVIT; and an approach to collect IT expenses – both capital and operational level.

In this paper, the authors seek to draw upon resource‐based theory to explore the role of existing, complementary organisational resources, in leveraging sustainable improvements in competitive positioning, resulting from information systems initiatives.

A research model has been derived from the literature, which is then used to guide the conduct of a major, integrated quantitative and qualitative survey of managers.

In this paper, it is shown that improvements in competitive positioning are likely to be more significant and sustainable when a new IS initiative makes an indirect contribution, through the leveraging of complementary organisational resources, rather than stemming directly from the functionality of the IT asset.

The main limitations of this study relate to its use of a “convenience” sample and a “single‐informant”. However, both these comprises were viewed as being worthwhile, as it gave the authors the opportunity to conduct a study that was both broad and deep, in terms of the data collected.

The authors draw out the implications of their empirical study for the management of IT projects, to improve their ability to deliver sustainable improvements in competitive positioning.

This research makes a significant departure from the aggregated, enterprise‐level orientation of prior studies, by focusing upon the process‐level impacts of individual IS initiatives.

This paper aims to revisit the adoption reasons of enterprise systems (ES) and supply chain management systems (SCMS) and to explore the new dimensions of sustainability required to be added in the whole process of adoption of these systems. Moreover, it aims to explore the benefits of ES to organizations and to relate these benefits to the ES adoption in future sustainable city settings. Future cities will have micro-industries requiring dynamic interactions and will be dependent on efficient supply chains. The recent developments in information and communications technology (ICT) such as cloud computing through its dynamic, on-demand and service-based delivery are making it possible to achieve those goals for supply chains. The ES in general and more specifically SCMS have integrated organizations into one seamless mesh.

This paper presents a framework for adoption of sustainable ES in a smart city setting. The framework, firstly, is presented at a macro-level, particularly incorporating the relative significance of motivational factors for sustainable ES adoption. Subsequently, The authors study the benefits of ES as perceived by large and small and medium enterprise (SME) organizations using 100 case studies and discuss how these benefits can be realized for smart cities by projecting the ES benefits onto the proposed framework. The benefits are estimated with the Shang and Seddon’s (2002) framework.

The adoption of ES initiated with environmental factors and mediated with business and technical factors will bring benefits in all the dimensions of triple bottom line in addition to the firm’s performance. ES will have pivotal role in future smart city settings and will be able to offer social, environmental and economic sustainability in addition to traditional organizational performance indicators.

The proposed framework for ES adoption will bring ES packages (particularly, the required relative significance of adoption reasons) into the perspective of sustainable development. Moreover, the study of its benefits in relation to the proposed sustainable ES adoption framework presented in this paper will help in motivating organizations to incorporate social, economic and environmental sustainability into their core business objectives.

Aim of the present monograph is the economic analysis of the role of MNEs regarding globalisation and digital economy and in parallel there is a reference and examination of some legal aspects concerning MNEs, cyberspace and e‐commerce as the means of expression of the digital economy. The whole effort of the author is focused on the examination of various aspects of MNEs and their impact upon globalisation and vice versa and how and if we are moving towards a global digital economy.

As a response to increasing global market competition, companies in various industries tend to identify and manage customer relationship to increase profit performance. Companies commit more resources to identify their VIP customers and retain them by all means. The purpose of this paper is to develop a customer relationship management (CRM) business process management (BPM) model to identify airline customers with different degree of relationship and profit potential, and select the highly profitable customers for developing retention strategy and processes, and convert the less profitable into profitable corporate accounts.

This study innovatively apply the well-known techniques including CRM and relationship marketing models, fuzzy analytic hierarchy process (FAHP), and technique for order preference by similarity to ideal solution (TOPSIS) in the BPM research. This novel approach analyzes longer term customer profit and value potential, and prioritizes corporate accounts as the basis for setting appropriate customer service levels and improving the CRM process. This hybrid model is able to capitalize on the benefits of these methods and offset their deficiencies. Most importantly, it can be customized to various industries without complex modification.

This study uses data of an airline company to validate feasibility of the proposed CRM BPM model. The results indicate that this model is able to classify the customers based on various criteria and sub-criteria, thus allowing companies to introduce appropriate service levels to deal with different categories of customers, and improve CRM process so as to maximize customer profit and value potential.

This CRM BPM model and analysis provide managers extensive customer knowledge, more analytical and fact-based decision-making support, and a stronger focus on return on investment in sales and marketing. Knowing the profit and value potential generated by individual corporate customer makes it easier to establish the link between the CRM and the profit outcome. This model also benefits the organization and its stakeholders by allocating more resources to the targeted customer relationships that are profitable or valuable, and makes marketing more accountable in its marketing programs.

This study makes the first move to innovatively apply the well-known techniques including CRM and relationship marketing models, FAHP, and TOPSIS in the BPM research.

The purpose of this paper is to determine the factors influencing managers’ decision to adopt cloud computing in the UK using the “Technology-Organisation-Environment” (TOE) framework.

Data were collected through a self-created questionnaire based survey that was completed by 257 mid-to-senior level decision-making business and information technology (IT) professionals from a range of UK end-user organisations. The derived hypotheses were tested using various data analysis techniques including principal component analysis and logistic regression.

The results show that four out of the eight factors examined have a significant influence on the adoption decision of cloud computing services in the UK. Those key factors include competitive pressure, complexity, technology readiness and trading partner pressure. The latter predictor; trading partner pressure, was the most significant factor for the adoption decision of cloud services reflecting organisations’ concerns on legal regulations, co-creation and customisation, service linkage and vendor locking which adds complexity to the process of selecting an appropriate vendor.

This research found trading partners (cloud service providers) significantly influence managers’ decisions to adopt cloud services, however, further research is required to fully understand all the aspects involved especially with the growing number of vendors available. Although over 250 usable responses to the questionnaire were received and analysed, there was not a sufficient quantity of responses from each industry sector or organisation size to conduct further analysis.

The findings reveal the important role of cloud computing service providers to enable end-users to better evaluate the use of cloud computing. It also reveals that top management support is no longer a driver as organisations are starting to adopt cloud computing services on the basis of cheaper and more agile IT resources in order to support business growth.

This research provides original insight for cloud computing adoption within the UK from a managerial perspective.

The purpose of this paper is to gain insight into enterprise resource planning (ERP) research by framing ERP intellectual contributions using a knowledge-centric taxonomy that was originally proposed as an organizing framework for classifying conceptual contributions in marketing. Thus the paper provides a better understanding of existing gaps and future opportunities in ERP research.

Using MacInnis framework, the authors classified a sample of 300 ERP articles published during the period 2000-2014 into a topology of four generic contributions types and eight sub-types.

The findings indicate that whereas the explicating type received the most attention by researches, the debating type received the least. It also seems that there is a temporal dimension to the different types of conceptual contributions. Identification of usefulness of the ERP systems to business was not addressed as would have been predicted by the build-evaluate lens of March and Smith framework.

The main limitation of this research is that only used articles from scholarly journals, and did not include conference proceedings, books, and other outlets. Another limitation is that the search criteria was title-based, which may have missed some relevant papers. Research implications include highlighting the importance of a knowledge-centric view of ERP research, and practical implications include the call for robust measurement criteria for ERP benefits and rigorous ERP comparison schemes.

The main contribution is providing an alternative approach to framing the ERP intellectual contributions. The proposed taxonomy revealed major areas of focus and opportunities for future ERP research emphasis. To the best of the authors’ knowledge, this is the first instantiation of MacInnis framework into ERP research.

The purpose of this paper is to highlight the importance and complexities of the knowledge transfer process in the provision of effective managed after‐sales IT support, when the web is used for service delivery.

The paper features an interpretive case study of a multi‐national Managed Service Provider (MSP) and a focus group of representatives from five comparable MSPs.

The paper finds that MSPs that use web‐based channels for the provision of after‐sales IT support services need to address a range of important social and organisational issues in order to realise cost and efficiency‐based benefits.

The paper provides a four stage processual model of knowledge transfer in the provision of web‐based managed after‐sales IT support services. The barriers and enablers of knowledge transfer at each stage are identified. The paper adopts a MSP perspective and suggests that further research from the customer perspective is required.

The paper highlights some important social and organisational enablers and barriers, which will guide MSPs when providing managed after‐sales IT support using web‐based channels.

The paper provides the first staged model of inter‐organisational knowledge transfer in a complex multi‐organisational and multi‐channel web‐based context.

Although information technology (IT) governance and IT capability have been extensively examined, the impact of IT governance mechanisms on IT-enabled dynamic capability (ITDC) with moderators has received less attention. This study investigates how the impact of IT governance mechanisms on firm performance is achieved through an ITDC through the moderating role of IT governance decentralization and a turbulent environment.

This study extends from the traditional view of IT capabilities and integrates dynamic capability theory to propose that IT governance is vital for the ITDC. Path analysis, hierarchical regression analysis and moderation analysis were performed using partial least squares (Smart PLS 3.0) as the data analysis methods. This study empirically tests the proposed mediated moderation model by using data collected from 254 firms in China to test the hypotheses.

Significant and impactful relationships are found in the model that includes turbulent environment moderating effects. Contrary to expectations, IT governance decentralization is also significant but not very strong.

This study’s findings have implications for investigating IT governance, IT-enabled capabilities and moderators. Accordingly, this study has implications for board and executive management to capitalize on dynamic IT capability, to keep pace with the challenges and turbulent conditions associated with business needs and for the productivity paradox in the context of Chinese firms.

This country-specific research study theoretically contributes to the IT governance, dynamic capabilities and turbulent environment in the information systems literature and proposes many practical guides to the board and executive management of companies in the Chinese context.

Despite general awareness and acceptance of the benefit of strategic planning/alignment of IS strategy with business strategy, few efforts have been made to define and study the relationship. A review of literature has revealed that past studies have largely neglected the specific consideration of small to medium‐sized enterprises (SMEs) especially IT/software developing SMEs in India. The purpose of this research is to investigate the prevalence of strategic planning activity in Indian IT SMEs and its decisive influence on business performance.

A survey‐based approach was adopted to understand the prevalence of strategic planning activity in Indian IT SMEs and its crucial influence on business performance at all three levels of management. A short survey instrument was designed by reviewing the literature on strategic planning activity in software developing SMEs. A sample of 23 software developing SMEs in India was used.

A response rate of 88.8 per cent was achieved and included respondents at senior management, middle management, and lower level management across the software developing SMEs in India. The results indicate that the alignment of IS/IT strategy with corporate strategy has significant effect on performance of IT SMEs besides the general awareness of importance of strategic alignment in SMEs at all three levels of management.

The limited number of software developing SMEs will affect the generalizability of the study to the entire SME population. To negate the limitations of this study, multiple multi‐level case studies will be conducted in SMEs in the next phase of research. This research would contribute by indicating some of the implications, for both decision makers and academia, of an extended IT capabilities viewpoint on strategic planning activity. Future study should focus on performing a global survey on strategic alignment practices in SMEs.

The novelty of the paper lies in conducting a comparative study on the strategic alignment practices at all three levels of management in Indian SMEs and measuring its impact on the performance of the firm.