Search

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.”

The goal of this study is to determine whether or not contract quality (CQ) can mediate the effect of tendering management (TM) procedures on the project scope creep (PSC) issue in the UAE's oil and gas (O&G) industry. The data collected from 270 individuals working in public and private companies on O&G projects in the UAE are analyzed using a structural equation modeling (SEM) methodology. The findings showed that TM significantly influenced PSC during the project's execution phase. The findings also supported the hypothesis that CQ mediated the relationship between TM and PSC during this period. This study provides clear guidelines for procurement, project, and other stakeholder managers and leaders on how to avoid project scope creep through careful planning of any O&G project's scope, budget, and duration by managing tendering activities and creating high-quality contracts to facilitate project management. The impact of TM on PSC during the project's execution phase through the CQ has not yet been researched in the UAE setting, despite existing literature and ideas in these three fields of study. This report could include mention the research of O&G industrial groups.

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.

Cloud computing is a model for enabling ubiquitous, easy, and on-demand network access to a shared aggregation of configurable computing sources. Adopting of cloud computing in the pharmaceutical manufacturing is influenced by a group of critical success factors. Therefore, this paper depends on the technological-organizational-environmental (TOE) framework to explore the factors that influence on cloud computing adoption by pharmaceutical industry firms in Jordan through proposing a model for Pharmaceutical Manufacturing Companies. Complexity, compatibility, relative advantage, top management support, firm size, technical readiness, competitive pressure, and trading partner pressure, are the eight critical success factors that have been tested. A survey was utilized to collect data from 16 pharmaceutical manufacturing firms in the capital of Jordan – Amman. Relevant hypotheses were developed and examined by multiple regression analysis. The results of the data analysis generally support the suggested model. In summary, the results of this research have shown that all above-mentioned factors were found to have a significant influence on adoption of cloud computing for the pharmaceutical industry in Jordan. This finding of adoption in cloud computing in the pharmaceutical industry will help firms to take into consideration their information for technologies investments.

This study aims to explore the role of BC and its impact on CRM by suggesting an extended CRM on the basis of BC capabilities thru developing an analytic hierarchy planning-based framework to establish criteria weights developing a new self-assessment model to determine the most critical factors impacting the BC investment in CRM to enhance customer experience and to enable parties to work together in a trusted technology environment. An analytical hierarchical process (AHP) approach was utilized to prioritize and weigh the factors affecting the BC investment in modern CRM in the service industry based on the extant literature and its interpretation. This approach resulted in a ranking of 19 sub-factors based on experienced customer service professionals and technologists’ evaluations. Findings revealed a significant insight into proposing a new generation of CRM based on BCT, focusing on using the powerful BC platform considering all factors influencing the BC investment in modern CRM from a business perspective. Understanding the new combination of BC and CRM can solve the challenges and dilemmas linked to the untrusted environment of handling CRM data in the information systems field. This study provides valuable information and critical analysis of BC regarding CRM integration. Directions for future research are also included.

This study aimed at identifying the impact of organizational context and information technology on the willingness of employees to share knowledge in the public health sector in Jordan. The study was conducted using a questionnaire designed for this purpose.160 of which was distributed in the largest hospitals in the capital of Jordan - Amman, 140 were returned for analysis with a response rate of 87.5%. To ascertain the degree of reliability and validity Cronbach's Alpha was utilized. Multiple regressions were used to analyse the effect of several independent variables on a dependent variable to test the hypotheses and to validate the study model. Frequencies and percentages were also extracted to identify the personal and functional characteristics of respondents.The most prominent conclusions obtained are: sharing knowledge among employees is positively affected social relations and rewards systems; knowledge sharing is negatively affected by the level of centralization in the organization; there is also no statistical support regarding formalization or any of demographic and functional variables; there are no statistically significant differences between vision, organizational goals, and trust among employees and their willingness to share knowledge; information technology and its ease of use positively impact on employee's readiness to share knowledge. This study has presented a number of recommendations that can benefit for future studies in this area.

Through the World Wide Web, education has become a ubiquitous service delivered anytime anywhere. Campus-based and without distance learners, higher education institutions attempt to fulfill the requirements of e-learning in conventional course transmission, to prepare students, staff, and educational institutions for the future involvements in educational processes. The study was conducted to examine attitudes of UBT students’ in Dahban and Sari campuses towards e-learning by taking (371) students from four colleges and English language center.In sampling techniques, we used the stratified random sampling in choosing the study sample. To gather the primary data from respondents, a well-structured questionnaire, developed by the researchers. The findings indicated that UBT participants’ owns a high standard on attitude towards e-learning and their attitude results are significantly vary with their gender, technology usage and skills.

Based on IS adoption theories and models, this research suggested a conceptual model to the adoption and use of information systems (IS) in the Jordanian Telecommunications Sector (JTS). The framework specifies some of contextual variables such as technological, organizational, and individual characteristics as primary factors influencing on IS adoption in JTS. This study is a significant contribution to managerial practices and academic literature in the future. The study also makes a conclusion followed by recommendations for future research.