Paving the way for CRM success: The mediating role of knowledge management and organizational commitment

Customer relationship management (CRM) has become one of the most influential technologies in the world, and companies are increasingly implementing it to create value. However, despite significant investment in CRM technology infrastructure, empirical research offers inconsistent support for its positive impact on performance. This study develops and tests a research model analyzing the process through which CRM technology infrastructure translates into organizational performance, drawing on the resource-based view (RBV) and the knowledge-based view (KBV) of the firm. Based on an international sample of 125 hotels, the results suggest that organizational commitment and knowledge management fully mediate this process.     

基于最优区分器的多差分密码分析方法

如何利用多个差分特征对分组密码算法进行差分攻击,从而精确地估计出分组密码算法抵抗差分攻击的能力,是一个重要的研究课题.文中基于最优区分器的思想,提出了一种多差分密码分析方法.针对每个实验密钥,构造出基于多个差分特征的统计量,根据统计量的大小判决实验密钥是否为正确密钥.给出了多差分分析方法的计算复杂度,分析了正确密钥、错误密钥对应统计量的概率分布规律,并在此基础上给出了多差分分析方法的成功率和数据复杂度之间的关系.通过具体实例表明,在成功率相同的条件下,基于的差分特征越多,需要的数据复杂度越小.     

Understanding consumers’ continuance intention towards mobile purchase: A theoretical framework and empirical study – A case of China

Although mobile purchase is convenient in the age of mobile commerce, many consumers still do not utilize mobile purchase to its full potential. From the mobile vendor’s perspective, retaining current customers and facilitating their continued purchase are crucial to create profitability and achieve a sustainable development. An understanding of the continuance intention towards mobile purchase can provide insights into mobile vendors’ marketing campaigns. Therefore, it is important to examine the determinants that impact continuance intentions of consumers for mobile purchase. Drawing upon information success model, flow theory and trust, this study proposed and empirically tested an integrated model to better understand the determinants of consumers’ continued intention to purchase on mobile sites. Empirical data from 462 users who had experience with mobile purchase were tested against the proposed research model by using structural equation modelling (SEM). The results indicated that information quality, and privacy and security concerns are the main factors affecting trust, whereas service quality is the main factor affecting flow. System quality, and privacy and security concerns affect satisfaction. Trust affects flow, which in turn affects satisfaction. These three factors together affect continued intention towards mobile purchase. The findings of this study provide several important implications for mobile commerce research and practice.     

Are U.K. Citizens Satisfied With E-Government Services? Identifying and Testing Antecedents of Satisfaction

Citizens’ satisfaction is acknowledged as one of the most significant influences for e-government adoption and diffusion. This study examines the impact of information quality, system quality, trust, and cost on user satisfaction of e-government services. Using a survey, this study collected 1518 valid responses from e-government service adopters across the United Kingdom. Our empirical outcomes show the five factors identified in this study have a significant impact on U.K. citizens’ satisfaction with e-government services.     

Justifications,Strategies, and Critical Success Factors in Successful ITIL Implementations in U.S. and Australian Companies: An Exploratory Study

Abstract

A growing number of organizations are implementing the ITIL (IT Infrastructure Library) “best practice” framework in an attempt to improve their IT service management processes. However, not all ITIL implementations are successful and some companies have been disappointed with the outcomes. This exploratory research reports on four case studies of “successful” implementations of IT service management using the process-based ITIL V2 framework. Two companies are located in the U.S. and two in Australia. The cases demonstrate a mix of implementation justifications and strategies. Critical success factors (CSFs) suggested in the literature are compared against those attributed to these successful ITIL implementations. Some CSFs, including executive management support, interdepartmental communication and collaboration, use of consultants, training and careful software selection are confirmed. Three new CSFs are identified: creating an ITIL-friendly culture, process as a priority, and customer-focused metrics. Practitioner guidelines, to assist IT managers, who are contemplating adopting ITIL for process improvement and organisational transformation, are also provided together with some challenges encountered and their associated resolutions.     

Do organizational citizenship behaviors lead to information system success?: Testing the mediation effects of integration climate and project management

We adapted a model in organizational theory to determine whether organizational citizenship behaviors (OCBs) of system implementation teams influenced that organization's integration climate and improved their project management, resulting in successful system implementation. Surveys were elicited from 254 system users in various business organizations that had implemented large-scale IS in the previous year; the analysis of their responses provided support for our model, suggesting that the OCB of the implementation team created a higher level of integration climate and more effective project management, and that these in turn influenced information system success. Implications for researchers and managers are discussed and limitations are identified.     

Understanding factors affecting trust in and satisfaction with mobile banking in Korea: A modified DeLone and McLean’s model perspective

As mobile technology has developed, mobile banking has become accepted as part of daily life. Although many studies have been conducted to assess users’ satisfaction with mobile applications, none has focused on the ways in which the three quality factors associated with mobile banking – system quality, information quality and interface design quality – affect consumers’ trust and satisfaction. Our proposed research model, based on DeLone and McLean’s model, assesses how these three external quality factors can impact satisfaction and trust. We collected 276 valid questionnaires from mobile banking customers, then analyzed them using structural equation modeling. Our results show that system quality and information quality significantly influence customers’ trust and satisfaction, and that interface design quality does not. We present herein implications and suggestions for further research.     

基于LASSO回归模型的网贷借款成功影响因素挖掘

随着P2P网络借贷交易量的增大,对P2P交易数据的挖掘和分析备受关注,其中一项重要的研究课题是网络借款成功率的影响因素分析.现有的文献多采用线性回归方法对该课题进行研究,但未考虑变量之间的多重共线性和采用最优变量子集建立回归模型的问题.本文采用Lasso回归方法,建立最优变量子集的回归模型对影响网络借款成功率的因素进行分析,避免了多重共线性问题对模型的干扰,同时提高了模型对数据的拟合精度.对Lending Club平台的借贷数据的实证分析结果显示,本文方法在模型的拟合精度和避免共线性方面优于对比方法.     

Critical success factors revisited: success and failure cases of information systems for senior executives

The literature suggests the existence of critical success factors (CSFs) for the development of information systems that support senior executives. Our study of six organizations gives evidence for this notion of CSFs. The study further shows an interesting pattern, namely that companies either “get it right”, and essentially succeed on all CSFs, or “get it completely wrong”, that is, fall short on each of the CSFs. Among the six cases for which data were collected through in-depth interviews with company executives, three organizations seemed to manage all the CSFs properly, while two others managed all CSFs poorly. Only one organization showed a mixed scorecard, managing some factors well and some not so well. At the completion of the study, this organization could neither be judged as a success, nor as a failure. This dichotomy between success and failure cases suggests the existence of an even smaller set of “meta-success” factors. Based on our findings, we speculate that these “meta-success” factors are “championship”, “availability of resources”, and “link to organization objectives”.     

承包商素质与项目成功关系的实证研究

承包商素质是项目成功的重要影响因素,其主要包括经验、管理能力、财务能力和技术能力。项目成功主要界定在项目成本、进度和质量3个方面。假定承包商的各项素质对项目成功具有正向作用,经检验该假定得到了实证结果的支持。