Strategic Information Management Challenges and strategies in managing information systems Third edition

Information Systems and Organizational Learning

526

The social epistemology of organizational knowledge systems

B. T. Pentland

19

Information Technology and Customer Service

555

Redesigning the customer support process for the electronic

economy: insights from storage dimensions

O. A. El Sawy and G. Bowles

20

Information Technology and Organizational Performance

588

Beyond the IT productivity paradox

L. P. Willcocks and S. Lester

Author index

609

Subject index

617

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Contributors*

B. S. H. Baker, Virgin Direct, UK (formerly Research Fellow in Business

Innovation and Information Systems Strategies, Warwick Business School,

Coventry, UK)

I. Benbasat, University of British Columbia, Vancouver, British Columbia,

Canada

R. I. Benjamin, Robert Benjamin Consultants, Rochester, New York and

School of Information Studies, Syracuse University, New York, USA

G. Bowles, Storage Dimensions, Milpitas, California, USA

T. H. Clark, Hong Kong University of Science and Technology, Hong Kong,

China

M. J. Earl, London Business School, UK (formerly with Oxford Institute of

Information Management, Templeton College, Oxford University, UK)

O. A. El Sawy, University of Southern California, Los Angeles, California,

USA

R. D. Galliers, London School of Economics, London, UK and Bentley

College, Waltham, Massachusetts, USA (formerly with Warwick Business

School, Coventry, UK)

T. Goles, University of Houston, Houston, Texas, USA

R. Hirschheim, University of Houston, Houston, Texas, USA

G. P. Huber, University of Texas at Austin, Texas, USA