Robert Heckman

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An IT procurement process, formal or informal, exists in every organization that acquires information technology. As users of information systems increasingly find themselves in roles as customer of multiple technology vendors, this IT procurement process assumes greater management significance. In addition to hardware, operating system software, and(More)
Customer relationship management is an integral component of business strategy for on-line service providers. This paper investigates the aspects of on-line transactions in electronic retailing that are most likely to satisfy or dissatisfy customers, thereby increasing or decreasing the likelihood of building and maintaining relationships with them. For(More)
We seek to identify work practices that make Free/Libre Open Source Software (FLOSS) development teams effective. Particularly important to team effectiveness is decision making. In this paper, we report on an inductive qualitative analysis of 360 decision episodes of six FLOSS development teams. Our analysis revealed diversity in decision-making practices(More)
Research on processes and practices around information systems is often best conducted in naturalistic setting. To conduct valid and reliable research in such settings, researchers must find ways to reliably bound the phenomenon in which they are interested. In this paper we propose that researchers use episodes—events or processes occurring over a(More)
In this conceptual paper, we present a structuration-based theory of leadership behaviours in self-organizing distributed teams such as Free/Libre Open Source Software development teams. Such teams are often composed of members of relatively equal status or who are so disparate in background that formal organizational status seems irrelevant, reducing the(More)
Behavioral dimensions of customer satisfaction with Vendor-Provided Information Services (VPIS) were investigated and three categories of satisfaction-related behaviors were identified:· (1) discretionary collaborative behaviors, (2) switching behaviors, and (3) contending behaviors. Of these three classes, discretionary collaborative behaviors appear to(More)
Researchers often employ qualitative research approaches but large volumes of textual data pose considerable challenges to manual coding. In this research, we explore how to implement fully or semi-automatic coding on textual data (specifically, electronic messages) by leveraging Natural Language Processing (NLP). In particular, we compare the performance(More)