Organizations are implementing IT Service Management (ITSM) and creating quality standards to design, deliver, and manage IT services to meet or exceed an agreed level of quality. ITSM uses the best practices of IT Infrastructure Library (ITIL) that informs IT management what needs to be done...

The focus of this article is on how the negotiations between professors and students that are part of the eLearning political process can be interpreted through the prism of game theory. The source of data for the case was a series of in-depth interviews with the professor and an analysis of the...

Maps have been used by teachers for centuries to manipulate information related to geographical locations. This paper presents a novel way to interact with maps through the combination of mobile devices and the Near Field Communication (NFC) technology. This proposal provides teachers and...

Purpose: Standard quality is very highly important parameter in the education sector. Accreditation is a process where standard quality of education is given and the process of continuous improvement is defined. Emphasizing quality of student education is achieved through outcome-based...

Purpose – To investigate the linkage between organization performance criteria and the dimensions of agility, e‐supply‐chain drivers and knowledge management. Design/methodology/approach – The analytic network process is applied as the research methodology in the context of executive...

Service and service systems concepts are fundamental constructs for the development of the emergent SSME, ITSM, and Service Oriented Software (SOS) knowledge streams. A diversified literature has provided a richness of findings, but at the same time, the lack of standardized conceptualizations...

The business models in business-to-business (B2B) e-commerce and their effectiveness have been a major topic of research in recent years. Due to the variety of existing models, it seems difficult to find a widely accepted categorization that can be analyzed and assessed. An in-depth study that...

Purpose – To provide a sound discussion on the Six Sigma methodology and see how it fits in with other quality initiatives. Design/methodology/approach – A conceptual paper that takes at in‐depth look at the origins, pros and cons of Six Sigma and how it relates to some of the other...

Few information technology trends have received more attention from the industry than electronic (e‐) commerce – and considering the industry’s predisposition to hyperbole, that is saying a lot. This paper discusses the diffusion of e‐commerce in three wave‐migration phases from...