IT Service Climate—An Essential Managerial Tool to Improve Client Satisfaction With IT Service Quality

Although client satisfaction surveys can assess client satisfaction with IT service quality, they cannot easily be used to pinpoint how internal IT behaviors influence client satisfaction and prescribe solutions. This research fills the gap by introducing a concept— IT Service Climate—and a validated ten-item instrument that significantly explained client ratings of IT service quality. We recommend this measure as an effective diagnostic tool for managers aiming to improve quality and client satisfaction.     

How does organisational absorptive capacity matter in the assimilation of enterprise information systems?

Extant literature offers two mostly distinct perspectives on enterprise systems assimilation – driven either by internal expertise and learning capability or by external institutional pressures. This study combines the two perspectives and subscribes to the view that organisations’ learning capability moderates their acquiescence to institutional pressures. The study then anchors organisational learning capability to the concept of absorptive capacity and proposes that its two dimensions – potential absorptive capacity (PACAP) and realised absorptive capacity (RACAP) – affect enterprise systems assimilation through different pathways. Our survey‐based empirical study of Enterprise Resource Planning (ERP) systems in the post‐implementation stage reveals that while both PACAP and RACAP have a positive direct impact on assimilation, PACAP positively moderates the impact of mimetic (institutional) pressures, but not normative (institutional) pressures, on assimilation; whereas RACAP positively moderates the impact of normative pressures, but not mimetic pressures, on assimilation. Thus, our theoretical contribution lies in understanding the distinct ways in which PACAP and RACAP moderate the influence of external institutional pressures on enterprise systems assimilation.     

Commodity or competitive advantage? Analysis of the ERP value paradox

A true e-business enabled firm needs the support from a well-tuned enterprise resource planning (ERP) system for providing real time data. However, many companies complain that after their huge investments in ERP systems, they found the ERP systems do not bring them new orders, new profits, or competitive advantage as ERP vendors claim. Academic studies also found mixed results regarding ERP’s payoff. In line with resource based view (RBV), the study proposes an integrated model to shed light on the ERP value paradox. We try to answer “With what organizational resources and by building what firm specific capabilities, the investment in ERP systems may bring firms competitive advantage”. Using a sample of 150 ERP and e-business adopters in the US, we found that (1) organizational resources such as managerial skills and organizational change management play a more important role than IT resources (ERP, e-Business technologies) in generating business integration capability. (2) However, neither IT resources nor organizational resources directly provide firms with competitive advantage. Instead, business integration capability built from the two resources plays a mediating role through which business achieves competitive advantage.     

企业数据中心规划设计

为了满足企业生产经营,IT基础设施保障核心应用系统高效可靠运行成为本企业信息化建设的重点。从企业信息化建设的未来发展需求及结合现状,分析IT基础设施规划设计目标与原则、软硬件基础设施的设计内容及使用的技术架构。     

IT运维框架研究

根据国内外先进IT技术规范和运维服务经验,从专业角度剖析了企业提供完善的IT运维服务所需要的必要资源,主要包括服务能力、人员、资源、技术、过程、IT运维支撑平台6个方面的运维框架体系,该IT运维框架体系使IT运维服务得到了有效的保证,可以有效地提高IT运维服务行业的服务质量并提升IT运维服务水平。     

坪上应急引水工程验收工作的组织与实施

水利工程建设项目验收是工程基本建设程序的重要环节之一,以坪上应急引水工程通水验收工作为实例,说明水利工程验收工作的组织与实施,为类似的输水管线、泵站工程验收工作提供参考。     

梯级水电站大坝巡检系统信息组织方法

水电站大坝巡检具有全面、直观和及时等特点,是传统在线监测系统所不能代替的.然而传、统的手工巡检记录方式很难满足后续诊断分析的要求,因此,利用最新的信息技术开发大坝巡检系统非常必要.文中针对大坝巡检系统开发中信息组织方法进行研究,以便使开发的大坝巡检系统具有良好的自适应性和扩展性.     

基于N-gram语言模型的哈萨克文机构名识别

针对哈萨克文文本中机构名构成特点,提出了一种基于N-gram语言模型的哈萨克文机构名可信度计算方法,并以机构名尾词为触发词,构建了一个哈萨克文机构名识别系统。系统分为训练和识别两个模块,识别过程是：首先从训练语料中提取特征进行训练,得到一个特征训练模型,然后利用训练好的特征模型及少量的附加规则,对测试文本中的机构名进行识别,实验结果表明该方法可行。     

浅谈IT服务的可用性设计方法

2011年新版ISO／IEC20000的发布,为IT服务管理的实施提供了参照标准。本文根据ISO／IEC 20000：2011版中的IT服务可用性要求,提出面向客户服务级别需求设计和实现IT服务的可用性,并指出可用性设计是实现高质量IT服务的有效途径。     

行政生态视角下政府组织模式的创新研究

随着信息时代的到来,行政生态环境发生了深刻的变化,传统的政府组织模式难以适应新时代的要求,组织模式变革成为政府改革的重要环节。本文从信息社会这一行政生态环境出发,探讨了电子化政府组织模式的管理理念、创新的管理方法,并对我国电子化政府组织模式的构建提出了相关的建议。