This paper focuses on the benefits that organizations may achieve from their investment in enterprise systems (ES). It proposes an ES benefit framework for summarizing benefits in the years after ES implementation. Based on an analysis of the features of enterprise systems, on the literature on information technology (IT) value, on data from 233 enterprise systems vendor-reported stories published on the Web and on interviews with managers of 34 organizations using ES, the framework provides a detailed list of benefits that have reportedly been acquired through ES implementation. This list of benefits is consolidated into five benefits dimensions: operational, managerial, strategic, IT infrastructure and organizational, and illustrated using perceived net benefit flow (PNBF) graphs. In a detailed example, the paper shows how the framework has been applied to the identification of benefits in a longitudinal case study of four organizations.

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In order to enhance the advantages of financial service innovation for state-owned commercial banks in Shanghai Free Trade Zone, this paper puts forward the conceptual model of knowledge management in financial service innovation, analyze the influence factors of knowledge management for state-owned commercial banks in financial services innovation. A knowledge management system dynamics quantitative model based on financial service innovation was built with Vensim PLE, and the validity of the model has been verified. The results show that the model can better fit the process of knowledge management in financial service innovation activities, and conclude the influence degree of each factor in knowledge creation, knowledge sharing and knowledge application stage.

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This paper reports the findings of a multi-case study on three service-based companies. It intends to highlight the difficulties that the customer service centers of these companies had in their attempt to implement IT infrastructure library to improve organizational efficiency. The study was designed to collect data related to the barriers to investment in information technology infrastructure library (ITIL) across service and process. The main research method involved interviews in the organizational settings. The framework of balanced scorecard (BSC) was used to collect the data. Results of the multi-case study showed that the ITIL downsides were: 1) incongruence between quality improvement and customer's expectation, 2) inefficiency in meeting customer's needs, 3) conflicts between standardized processes and unanticipated requests, 5) lack of autonomy and calcified learning scope, and 6) people lacking integrative capability.

Traditional business models involve cost, market development, distribution channels, business partnerships, and supply chain management. The development of the digital economy and digital network technology has engendered a shift away from the traditional model of operation. Intermediaries have long played an essential role in promoting the benefits of economic activities, but new technology is increasingly replacing intermediaries in their roles of connecting players, such as, involving, committing, and mobilizing players. Potential conflicts of interest must therefore be further resolved, avoided, or mitigated. Blockchain technology, as a tool for keeping immutable and digital records, can address increasingly complex issues in global value chains to pursue sustainable development. It attempts to realize the trust mechanism and has been redefining the function of intermediaries. This study used a multiple-case study approach to examine how blockchain technology affects intermediate functionality. We evaluated the industry’s use of blockchains to assess how the processes were reshaped and how the intermediary roles were refined. On the basis of the findings, we propose three potential changes for the roles of intermediaries to improve operational efficiency.