Tag Archives: views and analysis

Introduction One of the major phenomena in the information and communication technology (ICT) industry today is convergence. The European Commission (1997) defines technological convergence as “the ability of different network platforms to carry essentially similar kinds of services or…

Abstract The effectiveness of complaint handling and service recovery policies in customer retention has been the focus of both scholars and service organizations. In the past decade, Justice Theory has provided the basis of the dominant theoretical framework for…

Abstract Almost all businesses are aware of the potential gains that the Internet of Things (IoT) has to offer, they are unsure of how to approach it. This article proposes a business model that builds on Holler et al.,…

Abstract The number of visitors to public library has been dropping in most of the developed cities as a result of digitalization and Internet proliferation. The role of public library has to be converted into a place for discourse,…