Shared service centres (SSCs) are an organisational arrangement to deliver services. During SSC development organisations encounter a variety of challenges affecting its success or failure. Yet in this embryonic research field a systematic insight into management challenges is absent. Drawing on...

The notion of inverse infrastructures – that is, bottom-up, user-driven, self-organizing networks – gives us a fresh perspective on the omnipresent infrastructure systems that support our economy and structure our way of living. This fascinating book considers the emergence of...

Organizations increasingly cooperate in organizational networks. Electronic intermediaries can provide all kinds of e-services to support the creation and management of such networks. While there has been substantial discussion on intermediaries matching demand and supply, there has been little...

The deployment of real-time matching mechanisms over the Internet provides many potential advantages. The variety of matching mechanisms makes it difficult to select a proper matching mechanism for a certain context. The research in this paper aims at improving our understanding of the strengths...

Driven by the rising customer expectations and decreasing budgets, organizations are searching for means to improve service encounters with their citizens and businesses. However, many initiatives take an organizational perspective, whereas service encounters emphasize the client perspective....