Understanding Customer Relationship Management -- CRM Adoption Theories -- CRM Adoption Models and Frameworks -- Critical Factors for CRM Adoption: A Case Study at SMEs in Palestine -- Model Verification.

Companies making large investments in information systems anticipate positive impacts on their organisation. Measuring information systems effectiveness or success has been an important criterion for practitioners and researchers in justifying the associated investment, both pre- and...

For over a decade, IT expenditure in China and Malaysia has shown a significant increase, as organisations in these countries are increasingly dependent on information systems (IS) for achieving strategic advantages and business benefits. However, there have been numerous reports of...

Contents -- Preface -- List of Abbreviations -- List of Figures -- List of Tables -- Preface -- Chapter I: Introduction to Service Science -- Chapter II: Service Science And Sustainability -- Chapter III: Service sustainability paradigm as a basis for transformative service society -- Chapter...