CONTENTS -- Preface -- Part I - BIT Survey Reports -- 1. Global Trends for Technology Adoption - Results of the BIT Survey across Ten Countries Vandana Mangal and Uday S. Karmarkar -- 1.1. Introduction -- 1.2. Findings -- 1.2.1. ICT adoption and budget trends -- 1.2.2. Internal organization -- 1.2.3. Outsourcing and Offshoring -- 1.2.4. Forward facing interactions -- 1.2.5. Backward facing interactions -- 1.2.6. Business results -- 1.2.7. Globalization -- 1.3. Future Work -- Acknowledgments -- Bibliography -- About the Authors -- Uday S. Karmarkar -- Vandana (Ann) Mangal -- 2. A Survey on Business and Information Technology in Taiwan Annual Report 2010 Ya-Ching Lee and Ting-Peng Liang -- 2.1. Results -- 2.1.1. Technology adoption/infrastructure and budget trends -- 2.1.2. Internal organization -- 2.1.3. Customer facing interactions -- 2.1.4. Trading partner relationships -- 2.1.5. Business results -- 2.1.6. Organization climate/dynamic environment -- 2.1.7. Globalization -- APPENDIX A: SURVEY RESPONDENT SAMPLE CHARACTERISTICS -- About the Authors -- Ya-Ching Lee -- Ting-Peng Liang -- 3. The Business and Information Technologies Project: The New Zealand Perspective Margo Buchanan-Oliver and Ananth Srinivasan -- 3.1. The New Zealand Survey: Characteristics of Participating Organizations -- 3.2. Results -- 3.2.1. Technology adoption, infrastructure and budget trends -- 3.2.2. Internal organization -- 3.2.3. Customer touchpoints -- 3.2.4. Customer view integration and customer segmentation -- 3.2.5. CRM function automation -- 3.2.6. Trading partners relationships and purchasing mechanisms -- 3.2.7. Business results -- 3.2.8. Globalization -- 3.2.9. Selected detailed information -- 3.2.10. Current and planned deployment of technologies -- 3.2.11. Impact of technology adoption on internal structure -- 3.2.12. Customer segmentation.

3.2.13. Strategic areas that have shown improvement -- Conclusions -- About the Authors -- Dr. Margo Buchanan-Oliver -- Dr. Ananth Srinivasan -- 4. A Survey on the Level of Utilization in Using Information Technology by Malaysia's Small and Medium Enterprises Sulaiman Ainin, Tengku Mohamed Faziharudean, Shamsul Bahri and Noor Akma Salleh -- 4.1. Introduction -- 4.2. Research Method -- 4.3. Results of the Survey -- 4.3.1. Adoption of ICT by SME -- 4.3.2. Allocation of budget for IT products/services -- 4.3.3. Issues at workplace -- 4.3.4. SMEs business process outsourcing -- 4.3.5. Customer relationships -- 4.3.6. Trading partners and impact of globalization -- 4.3.7. Impact of IT to SMEs -- Conclusion -- Bibliography -- About the Authors -- Dr. Sulaiman Ainin -- Dr. Shamshul Bahri -- Dr. Noor Akma Mohd Salleh -- Dr. Tengku Mohamed Faziharudean -- 5. Information Technology and Business Practices in Germany: Results From the 2011 Bit Survey Till J. Winkler, Christoph Goebel, Francis Bidault and Oliver Günther -- 5.1. Introduction -- 5.1.1. Motivation -- 5.1.2. Evaluation framework -- 5.2. Methodology -- 5.2.1. Data selection and acquisition -- 5.2.2. Sample characteristics -- 5.2.2.1. Respondent profiles -- 5.2.2.2. Industry characteristics -- 5.2.2.3. Firm sizes -- 5.2.2.4. IT organization sizes -- 5.2.2.5. Positioning of the CIO -- 5.2.3. Evaluation method -- 5.3. Data Analysis -- 5.3.1. IT budget trends -- 5.3.2. Technology adoption -- 5.3.3. Internal organization -- 5.3.4. IT and business process outsourcing -- 5.3.5. Trading partners -- 5.3.6. Customer facing -- 5.3.6.1. Electronic commerce -- 5.3.6.2. Customer relationship management -- 5.3.7. Business results -- 5.4. Conclusion -- 5.4.1. Summary -- 5.4.2. Limitations and future work -- Bibliography -- About the Authors -- Till J. Winkler -- Christoph Goebel -- Francis Bidault -- Oliver Günther.

Part II - Related Studies -- 6. U.S. Trade in Information-Intensive Services Uday M. Apte and Hiranya K. Nath -- 6.1. Introduction -- 6.2. An Overview of Trade in Services -- 6.2.1. A brief history -- 6.2.2. GATS and a framework for services trade -- 6.2.3. Current trends in services trade -- 6.2.3.1. World trade in services -- 6.2.3.2. U.S. trade in services -- 6.3. Rise of Trade in Information-Intensive Services: Some Intuitively Plausible Explanations -- 6.4. U.S. Trade in Information-Intensive Services -- 6.5 Concluding Remarks -- Bibliography -- About the Authors -- 7. A Framework for Servitization of Manufacturing Companies Jihee Ryu, Hosun Rhim, Kwangtae Park and Hong-Il Kim -- 7.1. Introduction -- 7.2. Literature Review -- 7.2.1. Firm, customer, and products -- 7.2.1.1. Firm -- 7.2.1.2. Customer -- 7.2.1.3. Products -- 7.2.2. Definitions of servitization -- 7.2.3. Servitization process, model and strategy -- 7.2.4. Effects of servitization -- 7.3. Servitization Framework -- 7.3.1. Market -- 7.3.2. Competencies in the supply chain -- 7.3.3. Product-service-knowledge system (PSKS) -- 7.4 Conclusion -- Bibliography -- About the Authors -- Jihee Ryu -- Hosun Rhim -- Kwangtae Park -- Hong-il Kim -- 8. The Impact of Digital Technology on Service Networks: Studying a Case in the Advertising Sector Andreina Mandelli and Alessandro Mari -- 8.1. Introduction -- 8.2. Methodology -- 8.3. Findings from the Case Study -- 8.3.1. Impact of digital communication on the service -- 8.3.2. Outsourcing, standardization and concentration -- 8.3.3. Actors' proximity and resources autonomy -- Conclusions -- Bibliography -- About the Authors -- Andreina Mandelli -- Alessandro Mari -- 9. Is Work Moving Out of Firms' Boundaries? Evidence on Telework Adoption and Services Industrialization in Italian Enterprises Paolo Neirotti, Emilio Paolucci and Elisabetta Raguseo.

9.1. Introduction -- 9.2. Theoretical Background and Hypotheses -- 9.2.1. Technological context -- 9.2.1.1. Enterprise information systems -- 9.2.2. Organizational context -- 9.2.2.1. Firm Size -- 9.2.2.2. Local geographical scope -- 9.2.2.3. Human capital -- 9.2.2.4. Capital intensity -- 9.2.3. Environmental context -- 9.2.3.1. Munificence -- 9.2.3.2. Dynamism -- 9.2.3.3. Complexity -- 9.3. Research Methodology -- 9.3.1. Data collection -- 9.3.2. Measures -- 9.4. Findings -- 9.4.1. Case study -- 9.4.1.1. It infrastructure creation -- 9.4.1.2. Redefinition of processes and introduction of new working profiles -- 9.4.2. Descriptive statistics -- 9.4.3. Regression results -- 9.5. Conclusion, Managerial Implications and Future Research -- Acknowledgment -- Bibliography -- Appendix A. Spearman Correlation Coefficients -- About the Authors -- Paolo Neirotti -- Emilio Paolucci -- Elisabetta Raguseo -- 10. Industrializing Parking Management: Evidences from the Park-ID Project Enzo Baglieri and Vitaliano Fiorillo -- 10.1. Introduction -- 10.2. The Need for Transport Demand Management -- 10.3. Technologies for Parking Management -- 10.4. The Park-ID Project -- 10.5. Case Discussion and Perspectives -- 10.6. Evidences: The Breakwater Effect -- 10.7. Conclusions, Further Development and Limitations -- Bibliography -- About the Authors -- Enzo Baglieri -- Vitaliano Fiorillo -- 11. Tourists and Destination Management Organizations Facing Social Media and eWord-of-Mouth. A Research in Italy Andreina Mandelli, Elena Marchiori and Lorenzo Cantoni -- 11.1. Introduction -- 11.2. Literature Review -- 11.2.1. The role of the social media conversations and eWord-of-Mouth in the hospitality and tourism industry -- 11.2.2. Destination management organizations and eWoM -- 11.2.3. A framework to evaluate the maturity of DMOs when it comes to eWoM analysis.

11.3. Research Design -- 11.3.1. Data collection on DMOs -- 11.3.2. Data collection on tourists -- 11.4. Findings about the Destination Management Organizations eWoM Maturity -- 11.5. Findings about the Usage of Social Media for Tourism by Italian Consumers -- 11.6. Discussion of Findings and Conclusions -- Acknowledgments -- Bibliography -- About the Authors -- Andreina Mandelli -- Elena Marchiori -- Lorenzo Cantoni -- Index.