Research in Information Technology Service Management (ITSM): Theoretical Foundation and Research Topic Perspectives

In information systems (IS), Information Technology Service Management (ITSM) has become a popular research area among IS and management researchers as a result of industry push and the development and advancement of research in service sciences. From academic perspective, a growing number of papers have been published addressing many aspects of ITSM issues. This paper presents the results based on a study of comprehensive review of publications in ITSM over the past decade (from 2000 to 2010) with the objective of answering the following research question: what is the current state of research in ITSM, from theoretical foundation and research topic perspectives. Our findings suggest that 1) there is generally a lack of theoretically driven researches; 2) the field is still developing with a growing number of published papers dealing with the development of concepts, constructs, models, methods and implementations for theory development; 3) ITSM performance issues, justifications, and IT Infrastructure Library (ITIL) topics are among the most popular topics of research

Gathering Customer’s Demand Data through Web 2.0 Community: Process and Architecture

It’s one of the most critical tasks for businesses to keep track customer’s responses to their products and services in this competitive business environment. With the emergence of Web 2.0 communities and social networking websites, a relatively new media in personal communication and knowledge sharing websites, firms can leverage this additional channel to their advantage by implementing a system to monitor and collect customer’s response data. The purpose of this paper is to introduce a data collection process and a system design architecture which can be used for such purpose

Organizational Green IT Adoption: Concept and Evidence

Green IT has emerged as a popular and an important research area in information system field over past decade or so. Some progresses have been made in our understandings of Green IT in a wide area of research topics ranging from Green IT definition to motivation of adopting Green IT by organizations. The paper presents a research model on organizational adoption of Green IT based on an extensive review of literature and a broad theoretical foundation. The model is tested, using content analysis, with data of 39 cases collected from Green IT vendors

Consumer Online Privacy Concern and Behavior Intention: Cultural and Institutional Aspects

With the rapid development of e-commerce and increased number of online transactions in the developing countries, consumer privacy has become an important issue for e-commerce adoption. Although the issue had been addressed in many previous studies, however, these studies were typically conducted in developed countries in different cultural and institutional contexts. The purpose of this paper is to provide a theoretical model of consumer online privacy concern and behavior intention to adopt e-commerce taking into the consideration of demographic, cultural, and institutional factors based on case analysis in a developing country

A Review of Design Science Research in Information Systems: Concept, Process, Outcome, and Evaluation

Design science research is a research paradigm focusing on problem-solving. It is increasingly accepted and adopted by Information Systems (IS) researchers as a legitimate research paradigm because of its capability in balancing research relevance and rigor. In the last fifteen years, many design science research has been published in top IS journals and has received a lot of attentions from IS researchers. However, current confusion and misunderstandings of DSR’s central ideas (e.g., definition, philosophical foundation, research outcomes, etc.) are obstructing it from having a more striking influence on the IS field. The purpose of this paper is to present a comprehensive and critical review of existing DSR literature. In total, 119 papers, published in top IS journals and conference proceedings, were included in the review. The results of this study portray a big picture of current DSR in IS field and build a comprehensive theoretical knowledge base in terms of DSR-related issues. This study also identifies many research issues which can be examined by future DSR. Available at: https://aisel.aisnet.org/pajais/vol10/iss1/2

26P. Enterprise Blog Categorization and Business Value

As more enterprises adopt Web 2.0 technologies, enterprise blog (EB) has become a popular and an important business tool not only for internal management but also for external interfacing with suppliers, business partners, and customers. For customer management, EB brings together two contemporary business developments, enhanced customer involvement and new forms of customer experience management. EB has been adopted by many organizations for the purpose of involving customers in product development, acquiring new customers, and providing customer with interactive experiences. However, in addition to the EB infrastructure, the effectiveness and success of such tool is largely dependent on the content. The purpose of this paper is to present a framework categorizing a rather complex and fragmented EB content domain. The framework was verified using data of 78 large multinational corporation’s enterprise blogs. A systematic overview of EB’s value and business model is explored