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The purpose of this paper is to propose the use of technology adoption model UTAUT as an adoption model of IT governance frameworks, specifically Information Technology and Infrastructure Library (ITIL). The aim is to help the decision maker to better map ITIL processes with business performance, to make a better decision on what processes to implement, and how to implement them.

The paper uses a literature review detailing critical success factors of ITIL implementation. The proposed model was then implemented by applying it to a case study of a company in the United Arab Emirates where the ITIL implementation project failed.

The proposed model gives ITIL the flexibility to work for a wide variety of industries and businesses, but it also introduces many challenges. One of the most apparent challenges is to map ITIL processes to the real world. As a result to analyzing the case study in light of the adoption model, a road map to successful implementation of ITIL is proposed.

This research is targeted more toward practitioners such as the IT experts; therefore further studies need be conducted to understand the views of the business in respect to the challenges and benefits of the ITIL implementation.

The paper proposed an adoption model for ITIL based on UTAUT which is evidently absent from the current literature. The research findings lead us to a proposal of a roadmap for ITIL implementing.

The purpose of this paper is to analyze the business sector in the United Arab Emirates (UAE) based on their level of involvement in knowledge‐sharing activities with external sources, internal organizational innovations, and the barriers and benefits of joining knowledge networks. Subsequently, the findings are used as a basis for proposing several recommendations on managing knowledge in the UAE businesses that could result in higher levels of motivation and productivity.

An exploratory investigation is done by in‐depth interviews with the employees of five local and eight multinational companies in the UAE.

The paper finds that the concept of knowledge management (KM) is still not well received in this region. Most of the companies interviewed are concerned about confidentiality of their knowledge, and the presence of competent and trustworthy partners in such KM structures.

The findings provide a foundation for further research on inter‐organizational knowledge sharing in the UAE. However, this study has certain limitations such that its results may not be applicable to other industrial sectors not covered in this paper, or to other regions.

By using the case study approach with in‐depth interviews, this paper provides more reliable understanding of inter‐organizational KM in the UAE. It fills the gap of previous research on the subject.

The purpose of this paper is to elucidate the concept of user development which consists of proactively transferring knowledge to potential users of IT innovations in order to increase the likelihood of innovation adoption and diffusion.

An exploratory approach was adopted using three case organizations representing different sectors. These organizations represent the public, the semi-government, and the private sectors.

The findings show that proactive knowledge transfer builds the requisite absorptive capacity of users to understand, adopt new and complex systems and technologies, and effectively integrate them into their organizations, hence increasing their likelihood of adopting such innovations. The findings also show that effective user development hinges on proper selection of potential users and on goals alignment between the innovating firm and the selected users.

The framework could be further refined through more diverse case studies from a broader range of companies. Survey-based investigations are also needed to operationalize the constructs and explore its effects on the performance of the innovating firm. In practice, innovation managers should be more proactive by recognizing the value of knowledge transfer when it comes to expanding and accelerating the adoption and diffusion of their innovations.

This paper illustrates the importance of proactive knowledge transfer, especially in situation that call for absorptive capacity building. This paper also opens new opportunities for innovation managers to sell their innovations faster and to a wider market, and perhaps even altering the trajectory of particular innovations.

The purpose of this paper is to propose a methodology for conducting a knowledge‐enabled customer relationship management (KCRM) knowledge audit, which involves applying knowledge auditing principles to assess the existence and implementation level of KCRM processes within an organization. This type of audit enables an organization to thoroughly review the extent to which knowledge is generated, codified, distributed and utilized while the firm is identifying, differentiating between, interacting with, and customizing products and services for its customers.

This paper draws upon the KM, CRM, and auditing literatures to develop a KCRM knowledge audit methodology. As an illustration, the proposed methodology for KCRM knowledge auditing was applied within the service arm of a paint manufacturing firm in the United Arab Emirates (UAE).

The proposed methodology allows supplier organizations to systematically evaluate the extent to which their CRM approaches are knowledge‐enabled; and to identify competitive strengths and opportunities in the areas such as cost, product and service quality, as well as flexibility to meet the changing requirements of their business customers.

The study focused on a practical point of view and, therefore, there are no testable propositions derived. In addition, the study focuses on an explicit KM model, which has limitations in tacit KM such as social networks and detail guidelines of KM outcomes.

This paper draws upon the KM, CRM, and auditing fields to develop a KCRM knowledge audit methodology. It contributes to the KM, CRM, and auditing literatures by developing and demonstrating how these literatures intersect via the concept and methodology of a KCRM knowledge audit.

Social media (SM) networks offer a golden opportunity for firms that particularly engage in international activities to set up sustainable customer relationships and improve competitiveness. The purpose of this study is to examine the influence of SM adoption on the export intensity (EI) of firms listed on Borsa Istanbul (BIST) for the years 2010–2020. The authors use social media index (SMI) to measure SM adoption and firm size (FSize) as a moderator on exploring the interaction of SM and EI.

Using a sample of 150 firms listed on the BIST Industrials Index, this study explores how the adoption of SM affects EI by using panel data analysis over the period of 2010–2020.

The results indicate that the SMI has a positive and significant effect on the EI. FSize positively moderates the interaction of SMI and EI, indicating that large firms benefit more from the SM in increasing export performance. The findings reflect high potential of EI improvement through adopting right SM policies in emerging markets.

The sample covers only public companies listed on the BIST Industrials Index. Future studies may extend the coverage and include multiple emerging markets to draw generalized results for the export-oriented firms. This research also analyzes solely four SM networks, i.e. Facebook, Instagram, Twitter and YouTube. However, there are many other SM networks that firms use in online marketing in foreign markets. Finally, this research did not discuss the potential factors that could influence the use of SM in emerging market firms.

This study denotes the significant role of SM adoption on the EI of firms in an emerging market setting from the perspective of resource-based view. It presents an insightful approach in understanding the mission played by SM networks in enhancing the EI of Turkish firms. Policymakers may use the findings to develop public support programs to promote the adoption and implementation of the SM among exporting firms in emerging markets.

The study provides evidence on the effects of SM adoption on the EI from the perspective of emerging countries. It also helps to gain a deeper understanding of how different SM platforms contribute to the internationalization of firms.

The purpose of this paper is to provide an overview of the aims, objectives and structure of a two-day Think Tank, “Gender in Organisations in the Middle East North Africa (MENA) region”, held at the American University of Sharjah, United Arab Emirates on 18–19 March 2019.

The paper will explain the design decisions made to achieve the objectives of the event, which will be of interest to equality, diversity and inclusion readers who may wish to hold such events themselves. It will then explain each of the Think Tank sessions and provide an overview of the keynote speakers’ presentations and the ensuing plenary discussions.

The Think Tank was an extremely useful vehicle for facilitating discussion on the development of a research agenda to advance knowledge in respect of gender in organisations in the MENA region. The design of the Think Tank enabled collaborative discussion amongst academics drawn from across the globe, who shared their knowledge and experience to develop a coordinated research agenda, to guide action and attention on key issues identified by the group.

The Think Tank is believed to be the first of its type in the MENA region. The authors believe this collaborative and time-efficient approach advances research agendas in respect of key issues of interest to equality, diversity and inclusion scholars. The Think Tank format is a valuable addition to the processes currently utilised to achieve such outcomes, e.g. conferences and symposia.

The purpose of this paper is to examine the impact of preparation level of heirs and the relationship between family and business members on the performance of family business in small- and medium-sized enterprises (SMEs) in Malaysia.

A quantitative research design involving the use of a survey questionnaire was implemented to investigate the influences of succession planning factors on the performance of family business in SMEs. The survey was conducted on 50 family business successors in Malaysian SMEs.

The result showed that the two studied factors – preparation level of heirs and the relationship between family and business members – have a positive impact on the performance of family business.

The research concentrated on the performance of family business in SMEs in Malaysia’s southern region. The generalization therefore must be made very cautiously to the overall Malaysian SMEs.

The findings help family businesses to better understand the importance of the preparation level of heirs and the relationship between family and business members on business performance. This study shows the importance of key factors influencing succession planning so that the successor to the family business can bring the family firm to the next stage of success.

This study serves as a reference or guide for the management of family businesses to better understand the important factors for effective succession planning. It considers the best possible preparation and family-related factors affecting the end results of business, particularly in Malaysian SMEs.