0000000000594916

AUTHOR

Michael C. Newman

showing 3 related works from this author

How does information technology– based service degradation influence consumers’ use of services? An information technology–based service degradation …

2019

Information technology is crucial for modern services. Service delivery may include a complex mix of information technology and telecommunication providers, global networks and customers’ information technology devices. This research focuses on service failures that are caused by information technology problems, which we conceptualize as information technology-based service degradation (ITSD). When information technology-based service degradation occurs in a modern service, the information technology problem may originate from the service provider, another partner or any information technology equipment involved. But the customer may not be able to pinpoint the source of the problem immedi…

Service (business)Process managementinformation technology–based service degradationService delivery frameworkbusiness.industryStrategy and ManagementDecision theorystage theoryInformation technologyonline service qualityLibrary and Information SciencesStage theoryService failureUse of servicesGlobal networkbusinessInformation SystemsDegradation (telecommunications)
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The public procurement of information systems: dialectics in requirements specification

2017

When acquiring information systems, public entities face a dilemma. On the one hand, they want to procure the system that best suits their needs, which often requires lengthy dialogues with vendors. At the same time, they are restricted by government regulations that mandate limited dialogue in the interests of transparency and equal opportunities for all vendors. To examine how public entities deal with this, we followed three procurement projects in Norway. We show that this dilemma manifests itself as a dialectic between the thesis of getting the system requirements right and the antithesis of strictly adhering to regulations. Public entities search for a resolution of this dialectic thr…

Engineering:Social science: 200::Economics: 210 [VDP]government procurementFace (sociological concept)Software requirements specification02 engineering and technologyLibrary and Information SciencesVDP::Matematikk og Naturvitenskap: 400::Informasjons- og kommunikasjonsvitenskap: 420Procurementinformation system procurementrequirements specification020204 information systems0502 economics and business0202 electrical engineering electronic engineering information engineeringInformation systemDialecticGovernment procurementbusiness.industry05 social sciencesPublic relationsDilemmaEngineering managementManagement information systemspublic procurementdialectics in ISprocurementbusiness050203 business & managementInformation SystemsEuropean Journal of Information Systems
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The Public Procurement of IS - A Process View

2014

This paper addresses a lack of research into public procurement of information systems, especially from a process focus. Three case studies from IS procurement in Norwegian municipalities are presented. By following one of the procurements in detail, the paper shows a process with a very strict phased division, an approach quite different from today's agile system development methods. The cases show the importance of the requirement specification which is completed before talking to vendors. They also show the need for clarifying the content of the offer, through a dialogue with the vendor. A number of critical incidents are identified, involving the interests of different stakeholders. Con…

ProcurementProcess managementDocumentationChief procurement officerbusiness.industryProcess (engineering)VendorEnvironmental resource managementInformation systemRequest for proposalbusinessta512Agile software development
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