IT Service Company Research Articles

Impact of transformational leadership on employees’ affective commitment and intention to support change: Mediation role of innovative behavior

Given the dynamic business world and influential trends shaping how companies function, resulting in resistance, anxiety, and confusion, thereby affecting employees’ performance and well-being, it is crucial to adopt an effective leadership approach. This study aims to explore how transformational leadership impacts employees’ affective commitment and their intentions to support change, considering the role that innovative behavior can play in this relationship. A quantitative approach was used based on an online survey of 401 employees working in marketing consulting, business consulting, transportation, and IT service companies in Hungary. These employees had to go through different organizational changes, such as transformation in structure and emergence of new technology innovation. The hypotheses were tested using structural equation modeling. The study unveiled that transformational leadership significantly and positively impacts employees’ affective commitment toward organizational change but does not have any significant relationship with their intention to support it. However, overall, transformational leadership is a catalyst for employees’ responses to change situations. In addition, the intermediary role of employees’ innovative behavior in the association between transformational leadership and employees’ responses to change was confirmed as transformational leadership positively affects employees’ innovative behavior, affective commitment, and intentions to support change. With innovative behavior, the significant positive relationship between leadership and employees’ reactions to change remained effective. Transformational leadership and active team member engagement in innovation can facilitate the acceptance of change initiatives, alleviate business complexity, and foster collective efforts for individual and organizational success.

Crisis typology and taxonomy for IT service companies

Despite extensive research on crisis management, significant gaps still need to be discovered, particularly in the context of IT service companies. This study addresses two primary deficiencies: the need for industry-specific frameworks and a comprehensive crisis typology and taxonomy. This research aims to develop a detailed crisis typology and taxonomy specific to IT service companies, enhancing their preparedness, response, and recovery capabilities. The study identifies five primary crisis types: financial, operational, reputational, geopolitical, and natural disasters. Each crisis type is defined, with examples and recommendations for effective management. The developed taxonomy uses criteria such as nature, causes, impact, duration, frequency, and manageability to classify crises. Through literature review and case study analysis, the research reveals diverse crises faced by IT service companies and offers practical strategies for crisis management. Theoretical contributions include a sector-specific crisis taxonomy and integration of practical insights, bridging the gap between theory and practice. This research emphasizes proactive risk management and robust systems, contributing to the resilience of IT service companies. Keywords: Crisis Management, IT Service Companies, Crisis Typology, Crisis Taxonomy, Proactive Risk Management, Real-time Data Analytics, Emerging Technologies, Business Continuity.

Data-driven transformation: The influence of analytics on organizational behavior in IT service companies

The main goal of this research is to study and investigate the impact of data management and analysis tools on improving organizational behavior within three IT service firms in Jordan. This research focuses on choosing three data management and analysis tools: Database analysis tool, data processing tool, and big data processing tool and how these tools could positively influence enhancing employee performance and organizational behavior. It accomplishes this within the distinct framework of three Jordanian IT service firms. The research supposed that combining big data analysis, integrated data processing, and database analysis is necessary to enhance organizational behavior and employee performance, as indicated by the findings. Furthermore, the research highlights the potential for IT service firms in Jordan to benefit from emerging database analysis technologies, promote the use of integrated data processing techniques, and leverage big data analysis for their own benefit. This can enhance corporate behavior and employee performance. Data was distributed and collected from three Jordanian IT service firms, and all collected data was analyzed using AMOS. The study's findings offer valuable recommendations for enhancing the operational efficiency of IT service firms in similar business environments, emphasizing the crucial importance of comprehending and purposefully employing database-related technologies for sustained prosperity.

РИНОК ІТ-ПОСЛУГ: ТЕНДЕНЦІЇ ЕКОНОМІЧНОГО РОЗВИТКУ ТА ОРІЄНТИРИ ДЛЯ УКРАЇНИ

The article is devoted to the study of trends in the economic development of the IT services market in Ukraine and the determination of guidelines for the future. It was established that in the context of the integration processes that Ukraine is undergoing, its national economy is affected by a significant number of external and internal factors. And, it is obvious that the identified factors have had an impact on global and local markets in different periods. The market of IT services requires special attention, as it is a strategically important direction for our country - the stability of foreign currency inflows and the activity of attracting investments for development. In the current long period of transformational processes burdened by the war of the Russian Federation against Ukraine, the market of IT services means stable jobs, taxes paid on time and filling the State Budget of Ukraine. The article determines that the field of IT services is the most sensitive, first of all, to economic factors. These are: the volume of the IT market, the exchange rate of the US dollar, the cost of IT services, wages in the market of IT services, etc. An equally important role is played by the geopolitical position of the world's leading countries, which determine (dictate) the "rules of the game" in the IT services market and determine general globalization trends, etc. In the course of the research, we established that during 2017-2021, the number of registered IT service companies in Ukraine doubled. in the world ranking, Ukraine still has advantages in the IT market compared to the nearest competing countries. At the moment, compared to its nearest neighbors, Ukraine ranks 3rd in the world ranking, behind Belarus and Serbia, but ahead of Estonia, Hungary, Poland, Lithuania and Slovakia. Based on the results of the analysis of the data array, the dynamics of the export of computer services from Ukraine during 2017-2021 were studied, which demonstrates rapid annual growth. The trend of growth in the total volume of exports of IT services from Ukraine can be explained by the growth of demand on the world market. And although the IT services market in Ukraine is still being formed, it is important that it further develop in the direction of transparency, openness and competitiveness. And external factors, such as currency fluctuations, globalization processes, etc., did not hold back its development. In order to preserve the growing trends in the development of the IT services industry, it is important to make decisions about its further development based on world experience.

Engineering Digital Twin-Enabled Systems

Systems such as production plants, logistics networks, IT service companies, and international financial companies, are complex systems operating in highly dynamic environments that need to respond quickly to a variety of change drivers. The characteristic features of such systems include scale, complex interactions, knowledge of behavior limited to localized contexts, and inherent uncertainty.

Key Success Factors That Enable IT Service Providers to Achieve Organizational Performance: Evidence from Romania

The recent preoccupations of companies are quite varied, but most of them have the same objective—the improvement of organizational performance. The service area is a very popular one among individual clients or legal entities, the latter having many more interactions with companies in the IT area following the COVID-19 pandemic. The objective of this paper is to determine the factors that contribute to improving the organizational performance of IT service companies. The study involves exploratory, quantitative research that analyzes the perceptions of employees in the Romanian IT sector regarding the performance of their companies, as well as the key success factors that enable its achievement. The results indicate that organizational culture, organizational innovation level, service quality, and employee skills are some of the most important variables that can influence the organizational performance of Romanian IT service providers, thus contributing to their economic sustainability. Moreover, in this field, entrepreneurs should be more concerned about developing employees’ skills and improving their satisfaction, as they are one of the key resources for a sustainable business in the IT industry.

Recommendation System

The most challenging problem in human resources specially in the IT digital services company, is to assign the best collaborator’s in the adequate project , then ensure the delivery’s performance.in this paper we aim to develop à recommandation System using based-content and collaborative filtering in order to recommend potential profiles for a new job offer. The Principal parts of this recommandation is the matching between job offer of new project and collaborators profiles and the scoring using AHP method. In the first step we propose a model of criteria to measure collective skills , we validate by a survey realized in the IT service company , we analyze the data collected using PCA method (Principal Component Analysis).the results indicate six factors to measure collective skills of each collaborator (Technical skill, Proactivity ,Integrity, Cooperation, Communication and Benevolence/Interpersonal Relationship), these factors are used in AHP function to give score for each collaborator then allow the recommendation for the adequate project.

Company valuation and the nonlinear state marginal price vector model under agency conflicts

In the present contribution, the innovative nonlinear state marginal price vector model introduced in Toll and Kintzel (CEJOR 27(4):1079–1105, 2019) (plus Errata herein) is enriched to include budgeting problems under agency conflicts. Under asymmetric information, a company owner as principal can only rely on information transmitted to her from her managers as agents. In the related modeling, it is assumed that slack and capital rationing are optimal. The governing budgeting relations are integrated into a nonlinear framework furnished by a multi-period newsvendor approach and are solved numerically by means of a two-step valuation procedure based on two successive nonlinear convex optimizations. The capital market is assumed to be imperfect. As case study, the M&A-valuation case of a merger of two IT-service companies is considered subjected to optimal combined dimensioning of capacities and budgets under stochastic demand. On balance, by addressing agency conflicts within the well-established nonlinear framework, the practical application field of the valuation procedure is widened.

Impact Of Digital Leadership On Open Innovation: A Moderating Serial Mediation Model

The study examines the intervening role of knowledge sharing and innovation capability between digital leadership and open innovation. We hypothesized that top management knowledge value can strengthen the relationship between digital leadership and knowledge sharing. In line with the resource-based view and knowledge-based view, the serial mediation model explains how organizations can achieve open innovation through knowledge sharing and innovation capability development under digital leadership. Data is collected using a time-lagged design from 250 employees working in telecom and IT services companies. Results showed good support for the serial mediation model. Top management knowledge value was found a significant factor to improve knowledge sharing among employees. Future research directions have been discussed along with theoretical and practical implications.

Recommendation System

The most challenging problem in human resources specially in the IT digital services company, is to assign the best collaborator’s in the adequate project , then ensure the delivery’s performance.in this paper we aim to develop à recommandation System using based-content and collaborative filtering in order to recommend potential profiles for a new job offer. The Principal parts of this recommandation is the matching between job offer of new project and collaborators profiles and the scoring using AHP method. In the first step we propose a model of criteria to measure collective skills , we validate by a survey realized in the IT service company , we analyze the data collected using PCA method (Principal Component Analysis).the results indicate six factors to measure collective skills of each collaborator (Technical skill, Proactivity ,Integrity, Cooperation, Communication and Benevolence/Interpersonal Relationship), these factors are used in AHP function to give score for each collaborator then allow the recommendation for the adequate project.

Hierarchical balanced scorecard-based organizational goals and the efficiency of controls processes

Our paper suggests the maximized extent of hierarchically interrelated balanced scorecard-based organizational goals (e.g., financial, customer, internal business, learning, and growth) by weighting the current status of controls processes. The efficiency of the controls processes was analyzed given the extent of maximized organizational goals to show the adjustment of controls that can proceed given the maximized extent of governance objectives. This paper uses the survey data collected from two IT service companies based in China (n = 96) and Korea (n = 191). Using a genetic algorithm, we found the optimized extent of the hierarchically interrelated organizational goals accomplished from the controls processes’ weighted current status. The efficiency of the current status for the controls processes was evaluated using data envelopment analysis to produce IT and enterprise goals and governance objectives. Based on the maximized extent of the goals provided from the current status of the controls, the significantly different average efficiencies are suggested among the five classes of the controls processes. The slack analysis of controls shows the specific controls processes and the extent of controls to be reduced. This provided an indication of the direction of controls design that adjusts the level of each controls processes that can accomplish the same extent of organizational goals. The recommendation of controls design based on each control’s efficiency is lacking, especially considering the organizational hierarchy of the balanced scorecard based organizational goals, including their relations with controls processes. This study intends to fill this void by suggesting and comparing the controls efficiency for five classes of controls processes and balanced scorecard-based organizational goals for junior and senior employees. Based on COBIT 5′s goals cascade, this research provides a useable tool that can implement an effective and efficient IS security design.

Towards Integrating Six Sigma Approach: Service Level Agreement Measurement and Monitoring (A Malaysian It Outsourcing Case Study)

Service Level Agreements (SLAs) are critical for outsourcing and technological related vendors companies. SLAsare the key requirements for outsourcing implementation and deployment as well as are the key differentiator in the service provider’s offerings industry. Over time, SLAs drive behaviors delivering a minimum level of service to the provider resultant in limited room in innovation and improvement in SLA arrangement and SLA contract renewal. As such, outsourcing companies may deem become a commodity, lacking strategic, innovative and value-added partner to the business. In long run, outsourcing companies face challenges with rapidly changing business requirements that drives business agility to stay competitive. The paper attempts to investigate a vendor IT Service Company accountable for continuous measurement and reporting of SLA activities where agreed-on service levels face challenges. This paper aims to evaluate the practical applicability of Six Sigma approach (i.e. DMAIC (Define, Measure, Analyze, Improve and Control)) as a result of root-cause-analysis; where everyone working on the problem(s) stays focus, drive towards a root cause analysis and eventually address the problem directly. The result of this case study revealed how Six Sigma approach has successfully improve the SLA achievements by identifying the significant factors contributing remedies or penalties towards SLA measurements.

B2B Organization’s LinkedIn Branding and Marketing Communications: An Exploratory Study of IT Service Companies

B2B Organization’s LinkedIn Branding and Marketing Communications: An Exploratory Study of IT Service Companies

Grapari Information Technology Service Analysis of Telkomsel Salatiga Using ITIL V3 Domain Service Operation

Parameters for the success of IT in a company or organization are IT services to users in order to support the fulfillment of the business goals of a company or organization. Therefore, information technology has become a major requirement for companies or organizations. Operating IT services in a company or organization cannot be without problems. To find out the extent to which IT services are running and the extent of management in managing and handling incidents and problems in IT service companies, an analysis and assessment of IT services is needed. This research proposes the ITIL framework version 3 (Information Technology Infrastructure Library) with the Service Operation domain to review IT service practices. The results of this study indicate several recommendations including increasing the number of resources who are experts in the IT field, so that any obstacles that arise in the application can be resolved immediately. It is hoped that by carrying out this research, GraPARI can reduce these obstacles and can work optimally.

Cyber incivility and knowledge hoarding: Does interactional justice matter?

PurposeThe current explanations in the cyber incivility and knowledge hoarding literature suffer from two problems. The first is a lack of cogent explanation of cyber incivility and knowledge hoarding from social exchange theory (SET) perspective. The second is the unexplained attenuating propensity of justice on the connection between cyber incivility and knowledge hoarding, more specifically, interactional justice.Design/methodology/approachThis paper uses a simple random sampling method to obtain cross-sectional data from 223 employees working in IT and telecommunication service companies in Jordan. The obtained data were analyzed using partial least squares structural equation modeling (PLS-SEM) technique also known as variance-based structural equation modeling.FindingsBy applying SET theoretical lens and PLS-SEM, the authors show that cyber incivility exerts strong impact on knowledge hoarding, and interactional justice may not always function as a buffer. That is, the association between cyber incivility and knowledge hoarding is not impacted by interactional justice levels.Originality/valueThe contribution of this paper builds on the lack of practical comprehension on the association between cyber incivility and knowledge hoarding and the role played by interactional justice. Implications for theory and practice are discussed.

Social media marketing of IT service companies: Analysis using a concept-linking mining approach

The IT service industry values the experience of social familiarity, which is based on routine interactions with suppliers and customers and is at the frontier of social media marketing. To further understand how IT service companies use social media to engage their customers or potential leads, the objectives of this research are to delineate the differences between IT service companies’ use of social media and users’ expectations based on knowledge extracted from user-generated content on Twitter. We applied a text mining approach called two-tier concept-linking analysis to extract patterns in Twitter posts from top IT service companies as well as the related tweets from the Twitter users. We further compare the yearly similarities and differences of the key concepts from the company’s official account and from the users. Besides, the key concepts between users’ expectations and IT service companies’ social media use were compared on the basis of first-tier concepts and further elaborated by their corresponding second-tier concepts. Our approach contributes to further understand the socio-cognitive insights underlying the dynamic social media data, from which organizations and individuals in charge can note the objectives they wish to maintain and the marketing gaps they wish to improve on.

The Effect of Innovation Capability on Business Performance: A Focus on IT and Business Service Companies

With the introduction of a wide variety of new technologies during the fourth industrial revolution, companies in Korea have attempted to enhance their innovation activities, which include investment in new technology adoption, technical and non-technical innovation factors, and Research & Development (R&D) activity, to ensure the development and growth of their business performance and sustainability. In particular, IT and business services, two important industries in Korea, have been impacted by the development of new technology and have sought to adopt new technologies as soon as possible to survive in a rapidly changing business environment. The aim of our study is to empirically explore the effect of innovation activities on the performance of Korean IT and business service companies. To achieve this aim, we examine the innovation activities and business performance of 160 companies (80 large companies and 80 small- and medium-sized enterprises (SMEs)) in the IT and business service industries in Korea from 2009 to 2017. This study empirically analyzes panel data using fixed effect and random effect models with Hausman tests. According to our results, an improvement in product innovation has a positive impact on business performance (i.e., revenue and labor productivity) in both large companies and SMEs, as does R&D investment, research resources, and company age. However, an improvement in process innovation only has a positive impact on the business performance of large companies, and R&D cooperation only has a positive impact on the business performance of SMEs. As a result, both large companies and SMEs should concentrate on technological innovations to improve their sustainability and thus ensure their success in the long term.

Impact of organisational culture and people factors on knowledge management process: case study in an IT service company

Impact of organisational culture and people factors on knowledge management process: case study in an IT service company

Infosys: International Business Practices

Infosys is a Bengaluru based IT service company which has its 80% of the business in US and Europe. Infosys has been studied on the International Business aspects. The trade theory-Porter of Michael Porter has been incorporated to understand the strengths, weaknesses and threats of Infosys. The key strategies of Infosys have been identified that it uses to enter the foreign markets which include Acquisitions, global alliances, partnership and joint venture. The problems which were faced by the organization have been analyzed and the steps taken by Infosys to counter them. The study details the investors of Infosys in the international market.

Analysis of Management Efficiency of Public Information IT Service Companies Using DEA

Since 2013, the Korea has revised the Software Industry Promotion Act, limiting the participation of enterprises with limited cross-shareholding, which are notified by the Fair Trade Commission, to the public information industry. The purpose of this law is to prevent the market monopoly of large companies, to foster small and medium-sized software companies and to improve their technological capabilities. However, without considering the nature of SW industry and companies, It is pointed out that the profitability of small and medium-sized software companies is lowered. In this study, 22 IT service companies belonging to the cross-share limited business group and 48 general companies performing business in the public information industry based on the DEA model were enacted in 2013, Technological efficiency, Pure technological efficiency and Scale efficiency and after conducting the ANOVA test, the least significant difference test was conducted to determine whether the difference in efficiency of each group was significant. As a result, after 2013, when the law was enacted, the Technological efficiency of the general enterprise was still falling, unlike the purpose of the law and the reason is that the technology level and proficiency level of the general companies are lower than that of the large companies.