The purpose of this study is to review the literature on the relationship between information and communication technology (ICT), small and medium enterprises (SMEs) and poverty reduction. The first dimension looks at the role of ICT use in SMEs. The second dimension investigates how the use of ICTs by SMEs can enable poverty reduction. A systematic literature review methodology is rigorously employed to analyse the literature in order to reach conclusions. In addition, this study meticulously captures some important gaps in the current literature and proposes novel future directions of research. This paper concludes that ICTs can be used as a tool for driving socio‐economic development, such as poverty reduction, by SMEs. A systematic literature review on the interaction between ICT use by SMEs and poverty reduction, as conducted in this study, has not been undertaken before. This study will benefit scholars, business owners, government and non‐government agencies that focus on the development of the SME sector to understand the role of ICT use in SMEs to enable development and poverty reduction. Copyright © 2016 John Wiley & Sons, Ltd.

Since the early days of computing, IT professionals have been struggling with their end users (customers) to such an extent that end users became sceptic about the quality of service and support IT professionals can offer. As such, relationships between IT professionals and end users were in many cases very poor, which impacts negatively on the efforts to use information technology to the advantage of organizations or communities as a whole. This paper briefly describes the historical reasons therefor and gives a theoretical foundation for the establishment of IT-end user relationships. The paper describes IT-end user relationships as intriguing and complex and proposes a conceptual framework that explains all the important elements involved during the establishment and maintenance of sound relationships as well as for managing change. This paper is based on a research study conducted into the working relationship between IT departments and its end users. The research was done by means of a qualitative approach in which thought experiments were used to inductively refine the results of the research study.

This paper examines the interrelationships between perceived usefulness, service quality and loyalty incentives on e-service continuance. The Technology Acceptance Model (TAM) was adapted from the information systems (IS) literature and integrated with theoretical and empirical findings from prior marketing research to theorise a model of e-service continuance. Results from a survey of a financial healthcare’s e-service users indicate a positive relationship between perceived usefulness, service quality and loyalty incentives on continuance. Further analysis strongly suggest that continuance is determined solely by the higher perceived usefulness of the e-service while service quality is more effective at lower levels of perceived usefulness. Loyalty incentives did not moderate the relationship between perceived usefulness and continuance. Implications of these findings for firms contemplating e-service initiatives are discussed.

When starting up a new small or medium sized company, it is crucial to understand what the requirements are in terms of Information and communication technologies (ICT). Bentellis and Boufaïsa (2008) note that over the last twenty years the markets have been changing fast, which has led to the evolution of the business environment. In many instances companies cannot keep up with the change occurring in the ICT arena. Entering the market as a small competitor, you need to ensure that you implement ICT that will support your business strategies. This paper presents the findings of a qualitative research study done to determine how SMEs cope with the adoption of technology. The paper explores the typical problems and challenges faced by SMEs, within South Africa, with regard to ICT and propose a conceptual framework to support managers in their decision making on ICT implementation. As such, this framework supports them in choosing the relevant technology, as well as supporting them with the effective application of the chosen technologies.

Compared to other projects, information technology (IT) projects, characterized by emergency and uncertainty, are unique. To implement an IT project successfully, many aspects need to be monitored and carefully controlled and managed. One such aspect is social relationships. All IT professionals are exposed to, and in many cases involved, in the phenomenon of social relationships. These relationships are used by software project team members for personal as well as professional purposes. In most cases the impact of these relationships on the success or failure of any given IT project is ignored by IT management. Little attention is given thereto in the literature and this paper attempts to make a contribution in terms of giving a broad perspective of the complexity, the impact, as well as the management of such relationships. This paper demonstrates that these relationships play a significant role and should be managed in such a way that the team members and the project as a whole can reap the benefits thereof. A conceptual framework is proposed for the management of these relationships.