Currie, Wendy L., Joyce, Philip and Winch, Graham. (2007) Evaluating application service provisioning using system dynamics methodology. British Journal of Management, Vol.18 (No.2). pp. 172-191. ISSN 1045-3172

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Abstract

Despite the hype surrounding the value-added potential of e-business for contemporary firms, the recent technology downturn was marked by poor customer satisfaction from investment in e-business initiatives. An apparent mismatch between customer expectations and vendor offerings suggested a lack of appropriate methods and techniques for evaluating e-business. This article draws from a longitudinal research study on the deployment, hosting and integration of application service provisioning (ASP), an e-business model targeted mainly at small and medium-sized businesses (SMBs). Using system dynamics as a methodology that addresses the inherent complexity of the ASP model, the article demonstrates how a series of complex interrelationships between key performance indicators (KPIs) will impact the business value for customers from ASP vendor products and services. The lessons from this research will be particularly relevant for existing and future ASP vendors and customers.

Item Type:	Journal Article
Subjects:	H Social Sciences > HF Commerce H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	Faculty of Social Sciences > Warwick Business School
Journal or Publication Title:	British Journal of Management
Publisher:	Wiley-Blackwell Publishing Ltd.
ISSN:	1045-3172
Date:	June 2007
Volume:	Vol.18
Number:	No.2
Number of Pages:	20
Page Range:	pp. 172-191
Identification Number:	10.1111/j.1467-8551.2006.00509.x
Status:	Peer Reviewed
Publication Status:	Published
Access rights to Published version:	Restricted or Subscription Access
URI:	http://wrap.warwick.ac.uk/id/eprint/31727

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