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Closing the Skill Gap of Cloud CRM Application Services in Cloud Computing for Evaluating Big Data Solutions

Department of Information Management, Hwa Hsia University of Technology, 111, Gong Jhuan Rd., Chung Ho District, New Taipei City 235, Taiwan
Department of Information Management, National Yunlin University of Science and Technology, 123, University Rd., Section 3, Douliou, Yunlin 640, Taiwan
Author to whom correspondence should be addressed.
Academic Editors: Jason C. Hung, Yu-Wei Chan, Neil Y. Yen, Qingguo Zhou and Wolfgang Kainz
ISPRS Int. J. Geo-Inf. 2016, 5(12), 227;
Received: 31 August 2016 / Revised: 26 October 2016 / Accepted: 23 November 2016 / Published: 2 December 2016
(This article belongs to the Special Issue Advanced Geo-Information Technologies for Anticipatory Computing)
PDF [1215 KB, uploaded 2 December 2016]


Information systems (IS) continually motivate various improvements in the state-of-the-art of issues and solutions for advanced geo-information technologies in cloud computing. Reducing IS project risks and improving organizational performance has become an important issue. This study proposes a research framework, constructed from the Stimulus-Organism-Response (S-O-R) framework, in order to address the issues comprising the stimulus of project risk, the organism of project management, and the response of organizational performance for cloud service solutions. Cloud customer relationship management (cloud CRM) experts, based on cloud computing, with many years of project management experience, were selected for the interview sample in this study. Decision Making Trial and Evaluation Laboratory–based analytical network process (DEMATEL based-ANP, DANP) is a multiple-criteria decision-making (MCDM) analysis tool that does not have prior assumptions and it was used to experience the dynamic relationships among project risk, project management, and organizational performance. The study results include three directions: (a) Improving the internal business process performance can improve the efficiency of cloud CRM project processes and activities; (b) The emphasis on financial performance management can reduce the cost of a cloud CRM project so that the project can be completed within the approved budget; (c) Meeting user needs can improve user risk and reduce negative cloud CRM user experience. The scientific value of this study can be extended in order to study different projects, through research methods and frameworks, in order to explore project risk management and corporate performance improvements. View Full-Text
Keywords: DEMATEL based-ANP (DANP); cloud CRM service; big data; organizational performance; cloud computing DEMATEL based-ANP (DANP); cloud CRM service; big data; organizational performance; cloud computing

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Chen, Y.-S.; Lin, C.-K.; Chuang, H.-M. Closing the Skill Gap of Cloud CRM Application Services in Cloud Computing for Evaluating Big Data Solutions. ISPRS Int. J. Geo-Inf. 2016, 5, 227.

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