This paper discusses an ongoing research programme, which explores the development of the software‐as‐a‐service business model by different service providers (xSPs). With the demise of the first phase of the ASP market, due to the failure of vendors to provide business value to potential...

Despite the hype surrounding the value-added potential of e-business for contemporary firms, the recent technology downturn was marked by poor customer satisfaction from investment in e-business initiatives. An apparent mismatch between customer expectations and vendor offerings suggested a lack...

Discusses the application service provider (ASP) model, which is emerging as a new form of application outsourcing. At present, the ASP marketplace is largely vendor driven with huge numbers of vendors offering a variety of applications to the customer. These offerings may belong to software...

This paper embraces the e‐business model concept as the unit of analysis for investigating the ASP market. It develops three constructs of the ASP business model: strategic positioning; product/service portfolio; and customer value proposition. Using a case study method, it discusses the...

Purpose – This paper seeks to report the findings from a seven‐year study on the UK National Health Service on the introduction of an electronic health record for 50 million citizens. It explores the relationship between policy and practice in the introduction of a large‐scale national ICT...

Summary This research reports the findings from a study on nine knowledge process outsourcing (KPO) vendors working in the financial services industry. It delineates financial business processes along a low to high-end continuum. Findings suggest that KPO vendors are gradually moving along the...

Summary Evidence suggests that many organizations are finding it hard to implement a CRM strategy. This article reports on the research conducted over the last five years that explores how organizations can successfully develop a CRM strategy. We propose a multi-layered framework for mapping and...