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23. John M. Eger and Andrea Maggipinto. User Realities and the Future of e- government Services .................... 31. Konstadinos Kutsikos and Gerasimos Kontos.
Information Systems: People, Organizations, Institutions, and Technologies

Alessandro D’Atri

l

Domenico Sacca`

Editors

Information Systems: People, Organizations, Institutions, and Technologies ItAIS: The Italian Association for Information Systems

Physica‐Verlag A Springer Company

Editors Prof. Alessandro D’Atri Centro di Ricerca sui Sistemi Informativi (CeRSI) Via G. Alberoni, 7 00198 Roma Italy [email protected]

Prof. Domenico Saccà Università Calabria Dipto. Elettronica Informatica Sistemistica (DEIS) Via P. Bucci, 41 c 87036 Rende Italy [email protected]

ISBN 978-3-7908-2147-5 e-ISBN 978-3-7908-2148-2 DOI: 10.1007/978-3-7908-2148-2 Springer Heidelberg Dordrecht London New York Library of Congress Control Number: 2009929698 # Springer-Verlag Berlin Heidelberg 2010 This work is subject to copyright. All rights are reserved, whether the whole or part of the material is concerned, specifically the rights of translation, reprinting, reuse of illustrations, recitation, broadcasting, reproduction on microfilm or in any other way, and storage in data banks. Duplication of this publication or parts thereof is permitted only under the provisions of the German Copyright Law of September 9, 1965, in its current version, and permission for use must always be obtained from Physica-Verlag. Violations are liable to prosecution under the German Copyright Law. The use of general descriptive names, registered names, trademarks, etc. in this publication does not imply, even in the absence of a specific statement, that such names are exempt from the relevant protective laws and regulations and therefore free for general use. Cover design: WMXDesign GmbH, Heidelberg Printed on acid-free paper Physica-Verlag is a brand of Springer-Verlag Berlin Heidelberg Springer-Verlag is part of Springer Science+Business Media (www.springer.com)

Foreword D. Avison1 and S. Conger2

We were honored to be asked to open the 5th Conference of the Italian Chapter of the Association for Information Systems (ItAIS) in Paris which took place over two days in December 2008. The goal of the chapter is to promote the exchange of ideas, experiences, and knowledge among scholars and professionals engaged in the development, management, and use of information and communications systems and technology. This conference was one of around 30 conferences, consortia and workshops that took place immediately before the International Conference in Information Systems (ICIS 2008). As President of the AIS and the Vice-President AIS for Chapters and Special Interest Groups, we were particularly delighted to participate as the Italian Chapter of the AIS has proven so successful. However we were not ready for the excellent attendance and outstanding presentations that are reflected in this volume that represents the best of the conference. Further, the conference highlighted both research and practice. Too often, conferences in IS do not evidence the impact of research on practice. The conference chairs, Alessandro D’Atri and Domenico Sacca`, along with the organizing and program committees, deserve our gratitude for the success of the event and the excellence of this volume. The conference tracks that included E-Services in Public and Private Sectors, Governance, Metrics and Economics of IT, Information and Knowledge Management, IS Development and Design Methodologies, IS Theory and Research Methodologies, Legal and ethical aspects of IS, New themes and frontiers in IS Studies, Organizational change and Impact of IT, Human Computer Interaction and the Strategic role of IS, not only provide a cross section of Italian research in IS but research in IS more generally. It is common that our research informs our classrooms, and if this conference is any evidence, Italian IT programs should flourish. It is important for the AIS that regional and country groups are fostered and grow as this helps to ensure that the discipline develops new ideas and is influenced by diverse research and scholarship contributions. The Italian chapter is a model for 1

President of the AIS 2008 – 2009, ESSEC Business School, France, [email protected] AIS Vice President SIGs and Chapters 2007 – 2010, University of Dallas, USA, [email protected]

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chapter success and we hope the Italian chapter can help lead the way in developing regional groups as well. In examining this volume, the reader might ask whether there is something different about Italian research and, more generally, research from the Mediterranean area (there is a fourth Mediterranean Conference in Information Systems (MCIS) in Athens in October 2009). This volume of papers is a good place to start answering that question.

Contents

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Alessandro D’Atri and Domenico Sacca` Part I E-Services in Public and Private Sectors

Information Technology, Marketing and Organizational Factor in Corporate e-banking: A Qualitative Research . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Daniela Pettinao The Role of Customer Involvement in Library E‐services . . . . . . . . . . . . . . . . . . 15 Ada Scupola and Hanne Westh Nicolajsen Technology as a Tool of Transformation: e-Cities and the Rule of Law . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 John M. Eger and Andrea Maggipinto User Realities and the Future of e-government Services . . . . . . . . . . . . . . . . . . . . 31 Konstadinos Kutsikos and Gerasimos Kontos The Use of Web Services for Inclusive Decision Process: Towards the Enhancement of e-Democracy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 Francesca Cabiddu The Challenges of e-government Evaluation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49 Maddalena Sorrentino Integration of Different Organizations and Stakeholders in E-services Design and Implementation: the Case of the Spider Card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57 Maria Chiara Di Guardo and Ione Zuccarello vii

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B2G Electronic Invoicing as Enforced High Impact Service: Open Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65 Pietro Luca Agostini and Raffaella Naggi Network Outcome as Trigger for the Evolution of a Design Network: Coordination Processes Between Actors and Objects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73 Francesco Bolici and Francesco Virili Governance and Organizational Aspects of an Experimental Groupware in the Italian Public Administration to Support Multi-Institutional Partnerships . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81 Nunzio Casalino and Mauro Draoli Business Process Modelling Within the Cycle of Continuous Improvement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91 Linda Pacicco, Aurelio Ravarini, and Federico Pigni Information Extraction from Multimedia Documents for e-Government Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101 F. Amato, A. Mazzeo, V. Moscato, and A. Picariello Part II

Governance, Metrics and Economics of IT

Operations Strategy of Small Software Firms Using Open Source Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111 Bernhard Glatt, Alberto Sillitti, and Giancarlo Succi IT Value in Public Administrations: A Model Proposal for e-Procurement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121 Alessio Maria Braccini and Tommaso Federici Value Assessment of Enterprise Content Management Systems: A Process-Oriented Approach . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131 J. vom Brocke, A. Simons, C. Sonnenberg, P.L. Agostini, and A. Zardini A Maintenance Metric Model for Open Source Governance . . . . . . . . . . . . . 139 Pasquale Ardimento, Giovanni Bruno, Danilo Caivano, and Marta Cimitile Key Performance Indicators to Relate Knowledge Governance with Knowledge Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147 P. Ardimento, M.T. Baldassarre, M. Cimitile, and G. Mastelloni

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Measuring Data Quality When Applying Data Swapping and Perturbation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157 G. Canfora and C.A. Visaggio Virtual Enterprise Transactions: A Cost Model . . . . . . . . . . . . . . . . . . . . . . . . . . . 165 A. D’Atri and A. Motro Part III

Information and Knowledge Management

Effective Storage of Semantic Web Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177 Roberto De Virgilio, Pierluigi Del Nostro, Giorgio Gianforme, Stefano Paolozzi, and Riccardo Torlone A Reference Architecture for Semantic Knowledge Coordination . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185 S. Castano, A. Ferrara, and S. Montanelli Service-Based Networked Collaboration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195 Devis Bianchini, Valeria De Antonellis, and Michele Melchiori How to Exploit Data Mining Without Becoming Aware of it . . . . . . . . . . . . . 203 N. Ciaramella, and A. Albano A Methodological Approach to Enable Cooperative Process Design Through Web Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211 D. Bianchini, C. Cappiello, V. De Antonellis, and B. Pernici Toward an Effective and Efficient Query Processing in the NeP4B Project . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219 C. Gennaro, F. Mandreoli, R. Martoglia, M. Mordacchini, S. Orlando, W. Penzo, S. Sassatelli, and P. Tiberio A Feature Ranking Component for GIS Architecture . . . . . . . . . . . . . . . . . . . . . 227 A. Gemelli, C. Diamantini, and D. Potena Part IV

IS Development and Design Methodologies

Managing Security Projects: Proposition of a Cost Model . . . . . . . . . . . . . . . . 237 M. Sadok Concern-Oriented and Ontology-Based Analysis of Information Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245 C. Bogdan and L.D. Serbanati

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The LUMIR Project: Developing the GP’s Network Pilot Program in the Basilicata Region . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 255 M. Contenti, G. Mercurio, F.L. Ricci, and L.D. Serbanati Part V IS Theory and Research Methodologies Epistemology of Information Systems: Time for Something New? Positivism, Interpretivism, and Beyond . . . . . . . . . . . . . . . . . 267 F. Ricciardi Don Ihde’s ‘Soft’ Technological Determinism and Capabilities for IS Organizational Learning. The Case of a Competence Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277 Paolo Depaoli Simulations, Case Studies and Role Playing: From Cognitive Technologies to the Creation of New Learning Environments. The Experimental Proposals by Telematic University Guglielmo Marconi . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 285 Guia Venturoli Part VI Legal and Ethical Aspects of IS Ethics Among Peers: From Napster to Peppermint, and Beyond . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 297 U. Pagallo The Epistemology and Ethics of Internet Information . . . . . . . . . . . . . . . . . . . . . 305 E.H. Spence Electronic Medical Diary (EMD): Ethical Analysis in a HTA Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 313 D. Sacchini, P. Refolo, A. Virdis, M. Casini, E. Traisci, V. Daloiso, M. Pennacchini, and I. Carrasco De Paula Legal Issues in the Transition to Electronic Records in Health Care . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 321 D. Walsh, K. Passerini, U. Varshney, and J. Fjermestad Ethics in the Design and Use of ‘‘Best Practice’’ Incorporated in Enterprise Information Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 327 C.M. Bull and A.E. Adam

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The Protection of Minors in ICT Networks: The Liability of the Internet Providers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 335 G. Finocchiaro, E. Pelino, A. Ricci, and A. Spangaro Supporting Access to Online Legal Information: Semantic Strategies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 343 M.A. Biasiotti and G. Peruginelli Part VII New Themes and Frontiers in IS Studies Crisis! What Crisis? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 353 P.M. Bednar and C. Welch Digital Forensic Investigations: A New Frontier for Informing Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 361 P.M. Bednar and V. Katos Heterogeneous Information Model Unification as a Pre-requisite to Resource Schema Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . 373 L.A. Kalinichenko and S.A. Stupnikov Agent Technologies in the Future Internet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 381 K. Fischer, I. Zinnikus, and E. Leo´n-Soto Compliance Management is Becoming a Major Issue in IS Design . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 391 R. Bonazzi, L. Hussami, and Y. Pigneur The MISE Project: A First Experience in Mediation Information System Engineering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 399 F. Be´naben and H. Pingaud Business Process Driven Solutions for Innovative Enterprise Information Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 407 F. Taglino and M. Lezoche Semantics in the Age of the Data Deluge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 415 G. Vetere Part VIII Organizational Change and Impact of IT Managing IS Services with Something in Between Outsourcing and Insourcing: Buffer Organizations . . . . . . . . . . . . . . . . . . . . . . . 425 J. Bulchand-Gidumal and L. Mola

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Do Business Intelligence Systems Enforce Organizational Coordination Mechanisms? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 433 A. Ferrari and C. Rossignoli Socio-Materiality as Lens to Study IT Driven Change . . . . . . . . . . . . . . . . . . . . 441 A. Carugati, C. Morelli, and A. Giangreco Changing Time Orientations in Organizations: A Role for ICT? . . . . . . . . 451 D. Isari and M. De Marco The Mediating Role of Technology-Based Training on Change Management Success. A Research in Progress . . . . . . . . . . . . . . . . . . . . 461 M. C. Benfatto, C. Del Vecchio, and M.R. Di Renzo Measuring RFId Benefits in the Supply Chain . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 469 E. Ugazio and F. Pigni Actual vs. Planned ERP System Implementation Costs in Slovak and Slovenian Companies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 477 F. Sudzina, A. Pucihar, and G. Lenart Part IX Human Computer Interaction Checking the Consistency, Completeness and Usability of Interactive Visual Applications by Means of SR-Action Grammars . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 487 R. Cassino and M. Tucci Mind the Map: The Role of Shared Awareness in Effective User-Centered Design . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 495 C. Calefato, R. Montanari, and F. Tesauri An Experience About User Involvement for Successful Design . . . . . . . . . . . 503 P. Buono and A.L. Simeone Visualizing Geographic Data on Mobile Interfaces: The Strategic Use of Colors and Color Intensity as Information Clues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 511 L. Paolino, M. Sebillo, G. Tortora, and G. Vitiello A Peripheral Notification Display for Multiple Alerts: Design Rationale . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 521 S. Di Paolo and L. Tarantino

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The On-TIME User Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 529 T. Catarci, R. Giuliano, M. Piva, A. Poggi, F. Terella, and E. Tracanna Designing Flexible User Interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 539 Loredana Parasiliti Provenza and Antonio Piccinno Interactions with Open Source Software: A Pilot Study on End Users’ Perception . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 549 Alessio Maria Braccini, Cecilia Silvestri, and Stefano Za Part X Strategic Role of IS The Strategic Role of IT: A Case Study of Two Swedish Retail Companies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 559 L. Rusu and M. El Mekawy Patterns of Technochange Management in ERP Multisite Implementations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 569 A. Carugati, C. Gibson, and L. Mola

Contributors

A.E. Adam University of Salford, Salford, UK, [email protected] Pietro Luca Agostini Universita` Cattolica del Sacro Cuore, Milano, Italy, [email protected] A. Albano Universita` di Pisa, Pisa, Italy, [email protected] F. Amato Universita` degli Studi di Napoli Federico II, Napoli, Italy, [email protected] Pasquale Ardimento Universita` di Bari, Bari, Italy, [email protected] M.T. Baldassarre University of Bari, Bari, Italy, [email protected] Carlo Batini Universita` Bicocca, Milano, Italy, [email protected] P.M. Bednar Lund University, Lund, Sweden, [email protected]; University of Portsmouth, Portsmouth, UK, [email protected] F. Be´naben Universite´ de Toulouse, Toulouse, France, [email protected] M.C. Benfatto Universita` LUISS Guido Carli, Roma, Italy, [email protected]

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Contributors

Devis Bianchini Universita` degli Studi di Brescia, Brescia, Italy, [email protected] M.A. Biasiotti Institute of Legal Information Theory and Techniques, CNR, Firenze, Italy, [email protected] C. Bogdan Ovidius University, Constanta, Romania, [email protected] Francesco Bolici Universita` degli Studi di Cassino, Cassino (NA), [email protected]; Syracuse University, Syracuse, NY, USA R. Bonazzi HEC Lausanne, Lausanne, Switzerland, [email protected] Giovanni Bruno Universita` di Bari, Bari, Italy, [email protected] J. Bulchand-Gidumal University of Las Palmas de Gran Canaria, Las Palmas, Spain, jbulchand@dede. ulpgc.es C.M. Bull Manchester Metropolitan University Business School, Manchester, UK, [email protected] P. Buono Universita` di Bari, Bari, Italy, [email protected] Francesca Cabiddu Universita` di Cagliari, Cagliari, Italy, [email protected] Danilo Caivano Universita` di Bari, Bari, Italy, [email protected] C. Calefato Universita` di Torino, Torino, Italy, [email protected] G. Canfora Universita` degli Studi del Sannio, Benevento, Italy, [email protected] C. Cappiello Politecnico di Milano, Milano, Italy, [email protected] I. Carrasco De Paula Universita` Cattolica del Sacro Cuore, Roma, Italy, [email protected]

Contributors

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A. Carugati ˚ rhus School of Business, University of A ˚ rhus, A ˚ rhus, Denmark, [email protected] A Nunzio Casalino Universita` Telematica G. Marconi, Roma, Italy, [email protected]; CeRSI – Universita` LUISS Guido Carli, Roma, Italy, [email protected] M. Casini Universita` Cattolica del Sacro Cuore, Roma, Italy, [email protected] R. Cassino Universita` di Salerno, Salerno, Italy, [email protected] S. Castano Universita` degli Studi di Milano, Milano, Italy, [email protected] T. Catarci Universita` La Sapienza, Roma, Italy, [email protected] Maria Chiara Di Guardo Universita` di Cagliari, Cagliari, Italy, [email protected] N. Ciaramella Noesis s.r.l., Pisa, Italy, [email protected] Marta Cimitile Universita` di Bari, Bari, Italy, [email protected] M. Contenti CNR, Roma, Italy, [email protected] Antonio Cordella London School of Economics, London, UK, [email protected] Maria Francesca Costabile Universita` di Bari, Bari, Italy, [email protected] Alessandro D’Atri Universita` LUISS Guido Carli, Roma, Italy, [email protected] V. Daloiso Universita` Cattolica del Sacro Cuore, Roma, Italy, [email protected] Valeria De Antonellis Universita` di Brescia, Brescia, Italy, [email protected] Marco De Marco Universita` Cattolica del Sacro Cuore, Milano, Italy, [email protected]

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Roberto De Virgilio Universita` Roma Tre, Roma, Italy, [email protected] Pierluigi Del Nostro Universita` Roma Tre, Roma, Italy, [email protected] C. Del Vecchio Universita` LUISS Guido Carli, Roma, Italy, [email protected] Paolo Depaoli Universita` di Urbino, Urbino, Italy, [email protected] S. Di Paolo Technolabs S.p.A, S.S. 17, L’Aquila, Italy, [email protected]; Universita` degli Studi dell’Aquila, L’Aquila, Italy M.R. Di Renzo Universita` LUISS Guido Carli, Roma, Italy, [email protected] C. Diamantini Universita` Politecnica delle Marche, Ancona, [email protected] Mauro Draoli CNIPA - Centro Nazionale per l’Informatica nella PA, Roma, Italy, [email protected] John M. Eger San Diego State University, San Diego, CA, USA, [email protected] M. El Mekawy Royal Institute of Technology, Stockholm University, Stockholm, Sweden, [email protected] Tommaso Federici Universita` degli Studi della Tuscia, Viterbo, Italy, [email protected] A. Ferrara Universita` degli Studi di Milano, Milano, Italy, [email protected] A. Ferrari Universita` di Verona, Verona, Italy, [email protected] G. Finocchiaro Universita` di Bologna, Bologna, Italy, [email protected] K. Fischer Deutsches Forschungszentrum fu¨r Ku¨nstliche Intelligenz, Kaiserslautern, Deutschland, [email protected]

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J. Fjermestad New Jersey Institute of Technology, Newark, NJ, USA, [email protected] A. Gemelli Universita` Politecnica delle Marche, Ancona, [email protected] C. Gennaro ISTI - CNR, Pisa, Italy, [email protected] Giorgio Gianforme Universita` Roma Tre, Roma, Italy, [email protected] A. Giangreco IESEG School of Management, Catholic University of Lille, France, [email protected] C. Gibson MIT Sloan School of Management, Boston, Massachusetts, USA, cgibson@mit. edu R. Giuliano Universita` La Sapienza, Roma, Italy, [email protected] Bernhard Glatt Libera Universita` di Bolzano, Bolzano, Italy, [email protected] L. Hussami HEC Lausanne, Lausanne, Switzerland, [email protected] D. Isari Universita` Cattolica del Sacro Cuore, Milano, Italy, [email protected] L.A. Kalinichenko Russian Academy of Sciences, Moscow, Russia [email protected] V. Katos Democritus University of Thrace, Xanthi, Greece, [email protected] Gerasimos Kontos University of the Aegean, Chios, Greece, [email protected] Konstadinos Kutsikos University of the Aegean, Chios, Greece, [email protected] Giovan Francesco Lanzara Universita` di Bologna, Bologna, Italy, [email protected]

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Contributors

G. Lenart University of Maribor, eCenter, Slovenia, [email protected] E. Leo´n-Soto Deutsches Forschungszentrum fu¨r Ku¨nstliche Intelligenz (DFKI) GmbH, Kaiserslautern, Deutschland M. Lezoche Istituto di Analisi dei Sistemi ed Informatica “A. Ruberti” – CNR, Roma, Italy, [email protected]. Andrea Maggipinto Universita` di Bologna, Bologna, Italy, [email protected] F. Mandreoli Universita` di Modena e Reggio Emilia, Italy, [email protected] Alessio Maria Braccini Universita` LUISS Guido Carli, Roma, Italy, [email protected] R. Martoglia Universita` di Modena e Reggio Emilia, Italy, [email protected] Antonio Marturano Universita` Cattolica del Sacro Cuore, Roma, Italy, [email protected] G. Mastelloni University of Bari, Bari, Italy, [email protected] A. Mazzeo Universita` degli Studi di Napoli Federico II, Napoli, Italy, [email protected] Michele Melchiori Universita` degli Studi di Brescia, Brescia, Italy, [email protected] G. Mercurio CNR, Roma, Italy, [email protected] Michele Missikoff IASI-CNR, Roma, Italy, [email protected] L. Mola Universita` di Verona, Verona, Italy, [email protected] R. Montanari Universita` di Modena Reggio Emilia, Reggio Emilia, Italy, [email protected]

Contributors

S. Montanelli Universita` degli Studi di Milano, Milano, Italy, [email protected] M. Mordacchini ISTI – CNR, Pisa, Italy, [email protected] C. Morelli Universita` Amedeo Avogadro e Universita` Carlo Cattaneo, Italy, [email protected] V. Moscato Universita` degli Studi di Napoli Federico II, Napoli, Italy, [email protected] A. Motro George Mason University, VA, USA, [email protected] Raffaella Naggi Universita` LUISS Guido Carli, Roma, Italy, [email protected] Hanne Westh Nicolajsen Aalborg University, Centre for Media, Communication and Information Technologies, Ballerup, Denmark, [email protected] S. Orlando Universita` di Venezia, Venezia, Italy, [email protected] Linda Pacicco Universita` Carlo Cattaneo – LIUC, Castellanza (VA), Italy, [email protected] U. Pagallo Universita` di Torino, Torino, Italy, [email protected] L. Paolino Universita` di Salerno, Fisciano (SA), Italy, [email protected] Stefano Paolozzi IRPPS-CNR, Roma, Italy, [email protected] Loredana Parasiliti Provenza Universita` di Milano, Milano, Italy, [email protected] Katia Passerini New Jersey Institute of Technology, Newark, NJ, USA, [email protected] E. Pelino Universita` di Bologna, Bologna, Italy, [email protected]

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M. Pennacchini Universita` “Campus Bio-Medico”, Roma, Italy, [email protected] Ferdinando Pennarola Universita` Bocconi, Milano, Italy, [email protected] W. Penzo Universita` di Bologna, Bologna, Italy, [email protected] B. Pernici Politecnico di Milano, Milano, Italy, [email protected] G. Peruginelli Institute of Legal Information Theory and Techniques, CNR, Firenze, Italy, [email protected] Daniela Pettinao Universita` degli Studi di Cagliari, Cagliari, Italy, [email protected] A. Picariello Universita` degli Studi di Napoli Federico II, Napoli, Italy, [email protected] Antonio Piccinno Universita` di Bari, Bari, Italy, [email protected] G. Piccoli Universita` di Sassari, Sassari, Italy, [email protected] Y. Pigneur HEC Lausanne, Lausanne, Switzerland, [email protected] Federico Pigni Universita` Carlo Cattaneo – LIUC, Castellanza (VA), Italy, [email protected] H. Pingaud Universite´ de Toulouse, France, [email protected] M. Piva Universita` La Sapienza, Roma, Italy, [email protected] A. Poggi Universita` La Sapienza, Roma, Italy, [email protected] D. Potena Universita` Politecnica delle Marche, Ancona, [email protected] A. Pucihar University of Maribor, eCenter, Slovenia, [email protected]

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Aurelio Ravarini Universita` Carlo Cattaneo – LIUC, Castellanza (VA), Italy, [email protected] P. Refolo Universita` Cattolica del Sacro Cuore, Roma, Italy, [email protected] F.L. Ricci CNR, Roma, Italy, [email protected] A. Ricci Universita` di Bologna, Bologna, Italy, [email protected] F. Ricciardi Universita` Cattolica del Sacro Cuore, Brescia, Italy, [email protected] C. Rossignoli Universita` di Verona, Verona, Italy, [email protected] L. Rusu Royal Institute of Technology, Stockholm University, Stockholm, Sweden, [email protected] Domenico Sacca` Universita` della Calabria, Arcavacata di Rende (CS), Italy, [email protected]; ICAR-CNR, Arcavacata di Rende (CS), Italy D. Sacchini Universita` Cattolica del Sacro Cuore, Roma, Italy, [email protected] M. Sadok Institute of Technology in Communications, Tunis, Tunisia, [email protected] S. Sassatelli Universita` di Modena e Reggio Emilia, Italy, [email protected] Ada Scupola Roskilde University, CBIT, Roskilde, Denmark, [email protected] M. Sebillo Universita` di Salerno, Fisciano (SA), Italy, [email protected] L.D. Serbanati CNR, Roma, Italy, [email protected]; “Politehnica” University, Bucharest, Romania, [email protected] Alberto Sillitti Libera Universita` di Bolzano, Bolzano, Italy, [email protected]

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Cecilia Silvestri Universita` della Tuscia, Viterbo, Italy, [email protected] A.L. Simeone Universita` di Bari, Bari, Italy, [email protected] A. Simons University of Liechtenstein, Vaduz, Liechtenstein, [email protected] C. Sonnenberg University of Liechtenstein, Vaduz, Liechtenstein, [email protected] Maddalena Sorrentino Universita` degli studi di Milano, Milano, Italy, [email protected] A. Spangaro Universita` di Bologna, Bologna, Italy, [email protected] E.H. Spence University of Twente, Enschede, Netherlands, [email protected] S.A. Stupnikov Russian Academy of Sciences, Moscow, Russia, [email protected] Giancarlo Succi Libera Universita` di Bolzano, Bolzano, Italy, [email protected] F. Sudzina Copenhagen Business School, Frederiksberg, Denmark, [email protected] F. Taglino Istituto di Analisi dei Sistemi ed Informatica “A Ruberti” – CNR, Roma, Italy, [email protected] L. Tarantino Universita` degli Studi dell’Aquila, L’Aquila, Italy, [email protected] F. Terella Universita` La Sapienza, Roma, Italy, [email protected] F. Tesauri Universita` di Modena Reggio Emilia, Reggio Emilia, Italy, [email protected] P. Tiberio Universita` di Modena e Reggio Emilia, Italy, [email protected]

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Riccardo Torlone Universita` Roma Tre, Roma, Italy, [email protected] G. Tortora Universita` di Salerno, Fisciano (SA), Italy, [email protected] E. Tracanna Universita` La Sapienza, Roma, Italy, [email protected] E. Traisci Universita` Cattolica del Sacro Cuore, Roma, Italy, [email protected] M. Tucci Universita` di Salerno, Salerno, Italy, [email protected] E. Ugazio Universita` Carlo Cattaneo – LIUC, Castellanza (VA), Italy, [email protected] U. Varshney Georgia State University, Atlanta, GA, USA, [email protected] Guia Venturoli Universita` Telematica Guglielmo Marconi, Roma, Italy, [email protected] G. Vetere IBM Italia, Center for Advanced Studies of Rome, Roma, Italy, [email protected] A. Virdis Universita` Cattolica del Sacro Cuore, Roma, Italy, [email protected] Francesco Virili Universita` degli Studi di Cassino, Cassino (NA), [email protected] Giuseppe Visaggio Universita` di Bari, Bari, Italy, [email protected] C.A. Visaggio Universita` degli Studi del Sannio, Benevento, Italy, [email protected] G. Vitiello Universita` di Salerno, Fisciano (SA), Italy, [email protected] Jan vom Brocke University of Liechtenstein, Vaduz, Liechtenstein, [email protected] D. Walsh New Jersey Institute of Technology, Newark, NJ, USA, [email protected]

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C. Welch Portsmouth Business School, Portsmouth, UK, [email protected] Stefano Za Universita` LUISS Guido Carli, Roma, Italy, [email protected] A. Zardini Universita` di Verona, Verona, Italy, [email protected] I. Zinnikus Deutsches Forschungszentrum fu¨r Ku¨nstliche Intelligenz, Kaiserslautern, Deutschland, [email protected] Ione Zuccarello Universita` di Catania, Catania, Italy, [email protected]

Introduction A. D’Atri1 and D. Saccà2,3

This book offers a careful selection of the best contributions to the Fifth Conference of the Italian Association for Information Systems (http://www.itais2008.org), which took place at the European School of Management, ESCP-EAP, in Paris (France) on December 13–14, 2008, in conjunction with the International Conference on Information Systems (ICIS 2008). ItAIS (http://www.itais.org) is the Italian Chapter of the Association for Information Systems (AIS, http://www.aisnet.org). It was established in 2003 as and has since been promoting the exchange of ideas, experience, and knowledge among both academics and professionals committed to the development, management, organization and use of information systems. The annual itAIS conference is the major annual event of the Italian Information System community and is thought of as an international forum among researchers in the field. The conference aims to bring together researchers, scientists, engineers, and scholar students to exchange and share their experiences, new ideas, and research results about all aspects of Intelligent Systems, and discuss the practical challenges encountered and the solutions adopted. The previous editions took place in Venice on 2007, in Milan on 2006, in Verona on 2005 and in Naples on 2004. The 2008 edition of itAIS in Paris was titled “Challenges and Changes: People, Organizations, Institutions and IT” to highlight that innovation into Information Systems relies not only on the technology but also on all agents who are involved in them. Indeed technological IS development had brought, over the last years, several challenges and changes to existing organizations and has enabled new forms of organizations (e.g. collaborative networked organizations, virtual organizations, supply chains, communities, etc.) and new interaction and cooperation models for stakeholders (employees, suppliers, individual and corporate customers, governments, investors). On the other hand, both organizations and stakeholders are issuing more and more demanding requirements to the design and development of IS, thus raising new challenges to the underlying technology to effectively

LUISS Guido Carli, Roma, Italy, [email protected] Università della Calabria, Arcavacata di Rende (CS), Italy, [email protected] 3 ICAR-CNR, Arcavacata di Rende (CS), Italy 1  2 

A. D’Atri and D. Saccà (eds.), Information Systems: People, Organizations, Institutions, and Technologies, DOI 10.1007/978-3-7908-2148-2_1, © Springer Physica-Verlag Berlin Heidelberg 2010

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support business’ interaction with stakeholders. The new scenarios open up a new set of research issues and extend the space of IS research and call for a interdisciplinary approach to harness a number of diverse disciplines in both the theory and the practice of information systems. This conference edition collected together IS researchers and practitioners to illustrate and reflect on their expertise and to discus new research issues, particularly those concerned with the IS support to the interaction of organizations, stakeholders and governments. The itAIS 2008 statistics give an indication of the increasing success of conference: 113 submissions , 87 presentations and more than 130 participants. Out of the 87 accepted contributions, 63 of them have been selected for publication in this book and are herein grouped into 10 sections, corresponding to the 10 conference tracks, which investigate different facets of IS research and practice: • • • • • • • • • •

E-Services in Public and Private Sectors. Governance, Metrics and Economics of IT. Information and Knowledge Management. IS Development and Design Methodologies. IS Theory and Research Methodologies. Legal and ethical aspects of IS. New themes and frontiers in IS Studies. Organizational change and Impact of IT. Human Computer Interaction. Strategic role of IS.

The Section on E-Services in Public and Private Sectors (coordinated by: Marco De Marco, Katia Passerini, and Jan vom Brocke) investigates the theme of e-services from multiple perspectives: from theoretical issues to empirical evidences developed in specific service areas (e.g. healthcare, tourism, government, banking), in processes (e.g. procurement, invoicing, payments), and in public or private environments. The section includes 12 contributions that deal with varying topics, from municipal e-services to corporate e-banking and e-democracy and other broader issues (eg, coordination processes and legal implications). The Section on Governance, Metrics and Economics of IT (coordinated by Giuseppe Visaggio) identifies new economic and metric models to align IT strategies with organizational and business strategies, to create value through IT projects, to measure and manage performances of introduced innovations, to manage the risks related to adopting innovations. The seven contributions consider various topics: from the empirical investigation about new business models and process to the analysis of enterprise governance and of the value produced by IT, including special measures to enforce data security. The Section on Information and Knowledge Management (coordinated by Valeria De Antonellis) presents on-going researches, case studies and best practices on information and knowledge management and collaboration in modern organizations and on the ways new systems, infrastructures and techniques may contribute to extract, represent and organize knowledge as well as to provide effective support for collaboration, communication and sharing of information and knowledge. The

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seven contributions of this section consider different perspectives and dimensions in various domains of discourse: relevant issues in the area of knowledge sharing and discovery, techniques and tools for effective knowledge and information management and querying, methods and tools to support design, classification and mining processes. The Section on IS Development and Design Methodologies was coordinated by Carlo Batini. This section addresses various topics concerned with the evolution of methodologies for IS development and design, which take into account, besides ICT aspects, different issues and research areas, from social, to economic, juridical, and organizational issues. The three contributions included in this section deal with user centered and interoperable health information systems, ontology based analysis of information systems, and design of Web 2.0 applications. Giovan Francesco Lanzara and Antonio Cordella coordinated the Section on IS Theory and Research Methodologies, which discusses novel and interesting ideas on how to conceive and study ICT and IS in the contemporary world by bringing together the contributions of many disciplines, from management and organization studies to economics, from cognitive science to ethnographic research and philosophical inquiry. The three contributions of this section address various topics: epistemological considerations on information systems as complex objects, experiments on new learning environments through simulations, case studies and role playing, analysis of how organizational capabilities related to information systems are developed in a competence center of a major company. The Section on Legal and ethical aspects of IS (coordinated by Antonio Marturano) highlights legal and ethical issues in IS that arise both from the process of doing research, such as surveying, interviewing or gathering requirements and from the (mis-)use of IS not only in the organizational workplace but also from a global perspective. The seven contributions of this section deal with a wide range of topics, such as: IT and the workplace; access to information; ethical concerns of IT design; security and surveillance; computer crime and legislation; Internet governance; the digital divide and social justice; Social responsibility and codes of conduct for ICT professionals; ethics, agency, and structure; and The embodiment of values in IS design. Michele Missikoff coordinated the Section on New themes and frontiers in IS Studies. This section gathers visionary and forward looking contributions, able to trace possible future trajectories in the IS research and, more in general, in the future interdisciplinary research, capable of achieving a synthesis between then typical IS areas, with emerging ICT, business and enterprise areas, to achieve more advanced technological solutions in the future economic and societal scenarios. The nine contributions of this section concern very heterogeneous and advanced topics from business models to schema mapping, from semantics to agents, from systems engineering to business processes, and from information systems crisis to security. The Section on Organizational change and Impact of IT was coordinated by Ferdinando Pennarola and Aurelio Ravarini, and it collects contributions – both at the theoretical and the empirical level – on innovative approaches to interpret and

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manage the organizational role of IT in changing environments. The seven contributions of this section discuss various topics: the role of IT in change processes, both from a socio-materiality perspective and in terms of the impact on time orientations, organizational implications of the adoption and use of specific IT systems (Business Intelligence Systems, ERP Systems, and RFId-based Supply Chain Management Systems), innovative organizational mechanisms to improve the management of IT services sourcing. Francesca Maria Costabile coordinated the Section on Human Computer Interaction. This section discusses theories, practices, methodologies, techniques and applications about the interaction among humans, information and technology and addresses emerging HCI research topics, such as designing for improving the overall user experience, favoring social connections and supporting collaboration. The eight contributions of this section consider various issues: usability and usercentered design, novel techniques in user interfaces, computer interfaces satisfying the needs and expectations of different user categories, end-users oriented analysis of Open Source software quality, such as functionality, reliability, efficiency, and quality in use. Finally, the Section on Strategic role of IS (coordinated by Gabriele Piccoli and Cecilia Rossignoli) discusses the role of Information Systems in enabling organizations to create and sustain competitive advantage and to improve their competitive positioning. The two contributions of this section focus on how IT can play a strategic role in retail business, analyzing how IT supports business and organizational strategies, and on knowledge and training issues in multisite ERP implementations. We conclude by thanking all the authors who submitted papers and all conference participants. We are also grateful to the chairs of the ten tracks and the external referees, for their thorough work in reviewing submissions with expertise and patience, and the President and the members of the itAIS steering committee for their strong support and encouragement in the organization of itAIS 2008. A special thank is due to all members of the Organizing Committee and to the staff of CERSI (Research Centre on Information Systems at LUISS University “Guido Carli” of Rome), for their precious support to the organization and management of the event and in the publication of this book.

E-Services in Public and Private Sectors M. De Marco1, K. Passerini2, J. vom Brocke3

E-service is defined as the provision of services (information, interaction, transaction, etc.) via electronic networks and is a promising reference model for businesses and public service organizations. The study of e-services overlaps several disciplines including computer science and engineering which are concerned with the development and provision of these services. It also extends to economics and organization science with regard to service quality and value research. Such converging (or diverging) elements are relevant, for example, when considering the pros and cons of addressing public sector e-services with a private sector perspective. Defining an integrated framework for the study of e-services in both the public and the private sectors underscores the need for new business models, as well as increases the value of e-services integration via the enhanced collaboration between service providers and users/customers/citizens. Technical issues of infrastructure integration, service-oriented architectures and Enterprise Application Integration (EAI) overlap with new revenue generating models, in addition to expanding opportunities for service improvement and building better customer/citizen relationships. The track E-Services in Public and Private Sectors investigates the theme of e-services from multiple perspectives. Theoretical issues and empirical evidence developed in specific service areas (e.g. health care, tourism, government, banking), in processes (e.g. procurement, invoicing, payments), and in public or private environments. Specific topics include: • • • • • • •

Private and public e-service approaches. Integration of different organizations. Stakeholders, and actors in e-services design and implementation. E-services case studies. Security and privacy issues. Interoperability standards and frameworks. E-service evaluation models.

Università Cattolica del Sacro Cuore, Milano, Italy [email protected] NIJT, USA, [email protected] 3 University of Liechtenstein, Vaduz, Liechtenstein, [email protected] 1 2

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• • • • •

Building e-services for e-government. E-government and the digital divide. Electronic invoicing in B2G and B2B contexts. User trust and e-services. Web services and Service-Oriented Architecture for public and private sector e-services.

Twenty contributions were originally submitted to the track, of which 15 were accepted for presentation in the conference and, among them, 12 were selected for publication in this book.