ICT and Innovation A Step Forward to a Global Society PROCEEDINGS OF THE 13TH ANNUAL CONFERENCE OF ITAIS Edited by Alessandro Zardini Francesco Virili Stefano Za © 2017 LUISS University Press - Pola Srl 978-88-6856-102-4 LUISS University Press – Pola s.r.l. Viale Pola, 12 00198 Roma Tel. 06 85225485 www.luissuniversitypress.it e-mail [email protected] Questo libro è stato stampato presso Prontostampa Via Praga 1, 24040 Verdellino Zingonia (BG) Prima edizione ottobre 2017 Table of Contents The Italian Association on Information Systems and this conference Alessandro Zardini, Francesco Virili and Stefano Za…………………………………………… “ 5 Implementing Enterprise System in Large State-owned utilities: A case study Zafar Alvi and Misbah Mehboob Awan ………………… “ 7 Pharmacist Resistance to PBM System in a Developing Country Mary Ann Barbour El Rassi and Nancy Souaiby………… “ 19 Domestic hospitality: an IT based approach Matteo Bassoli and Lucia Oggioni…………………… “ 29 What Are You Talking About? Investigating Online Information Disclosure in Italian IRCCSs Paola Briganti, Luisa Varriale, Rocco Agrifoglio, Mauro Romanelli, and Maria Ferrara…………………… “ 43 Towards a Smart Town Centre: an Integrated Approach of Real and Digital Worlds Federica Caboni, Angela Dettori, Ernestina Giudici and GianRaffaele Loddo…………………………… “ 61 The role of the mobile application in the public transport systems Celio Alberto……………………………………… “ 73 Are social media an opportunity for women entrepreneurs? A literature review Francesca Maria, Paola Demartini and Paola Paoloni…………………………………. “ 83 Digital Do-It Yourself in work and organizations: Personal and environmental characteristics Luca Cremona and Aurelio Ravarini………………… “ 97 Can social media help start-ups to succeed? A critical study of start-up businesses Anaas Elshwiahad, Penny Hart and Peter Bednar……… “ 111 Understanding the Facebook communication contents in the banking sector: an exploratory study of the Italian listed banks Benedetta Gesuele, Concetta Metallo, Rocco Agrifoglio, and Marco Sorrentino……………………………… “ 127 The Internet of Things as a Tool for Enhancing the Manufacturing Sector: An Organizational Perspective and Research Agenda Cristiano Ghiringhelli and Francesco Virili……… “ 137 On the effect of IFRS 9 on credit risk management: a general assessment in the banking industry Elena Bruno, Giuseppina Iacoviello and Arianna Lazzini “ 151 The application of Virtual Personal Assistants as tools to facilitate learning Peter Imrie and Peter Bednar………………………… “ 171 Technology enhanced CS50 Luigi Laura and Stefano Za……………………………… “ 181 Riding Social Media Buzz: How Online Reviews Affect Purchase And Adoption Of Video Games Ferdinando Pennarola, Luca Pistilli and Massimo Magni………………………………………...“ 189 Co-creation value in the sport events management process: The role of technology Giuseppe Perna and Luisa Varriale……………………… “ 205 Parliaments co-building e-democracy with citizens Mauro Romanelli………………………………………… “ 221 Agent Based Modelling for Decision Making in Energy Policy Giovanna Sissa and Paola Girdinio……………………… “ 233 Semantic Business Process Model adapted for the JBoss jBPM Platform Julien Tscherrig, Elena Mugellini, Omar Abou Khaled and Maria Sokhn……………………………………… “ 245 Author Index………………………………………… “ 257 4 The Italian Association on Information Systems and this conference ItAIS (www.itais.org) was established in 2003 as the Italian Chapter of the Association for Information Systems (AIS - www.aisnet.org) and has since then been promoting the exchange of ideas, experience, and knowledge among both academics and professionals committed to the development, management, organization and use of information sys- tems. The itAIS conference is the major annual event of the Italian Infor- mation System community and it is thought as a forum to promote dis- cussions and experiences exchanges among researchers in the field, both from the academy and the industry. Being the current the eleventh edition, in 2016 itAIS was held in Verona. The previous editions took place in Rome on 2015, Genova on 2014, Milan on 2013, Rome on 2012 and 2011, Naples on 2010, Costa Smeralda on 2009, Paris on 2008, Venice on 2007, Milan on 2006, Verona on 2005, and again Na- ples on 2004. itAIS 2016 aims to bring together researchers, scientists, engineers, and doctoral students to exchange and share their experiences, ideas, challenges, solutions, and research results about all aspects related to the impact of Information Technology and Innovation Trends in Organ- izations. The conference includes 16 tracks: (1) Organizational change and Impact of ICT; (2) Accounting Information Systems; (3) Advanced ICT support for innovation strategies, management, and implementa- tions; (4) Human-computer interaction; (5) Continuous Redesign of Socio-Technical Systems; (6) Digitalization trends in Human Re- sources Management; (7) e-Services, Social Networks, and Smartcities; (8) ICT-enabled innovation in public services: co-production and col- laborative networking; (9) The new era of digitalization in Healthcare and Public sector; (10) IS (lost) in the Cloud; (11) Internet of Things: exploring tensions in global information infrastructures; (12) Technol- ogy-enhanced learning: transforming learning processes in organiza- tions; (13) Supply Chain Resilience and Security; (14) Digital Market- ing and Analytics. The participation success that has been registered in the previous editions is confirmed this year. The conference attracted more than 80 submissions from Italian and foreigner researchers. Among them, more than 68 contributions have been accepted for presentation at the confer- ence following a double-blind review process. Among them, 19 are published in this book, the other will appear in a volume of the Spring- er Series Lecture Notes in Information Systems and Organisations1. The conference took place at Economics Department, University of Verona (Santa Marta campus) on October 7th – 8th, 2016 and is orga- nized in 5 parallel sessions. We would like to thank all the authors who submitted papers and all conference participants. We are also grateful to the chairs of the four- teen tracks and the external referees, for their thorough work in review- ing submissions with expertise and patience, and to the President and members of the itAIS steering committee for their strong support and encouragement in the organization of itAIS 2016. A special thanks to all members of the Organizing Committee for their precious support to the organization and management of the event and in the publication of the enclosed proceedings. The Book Proceedings editors Alessandro Zardini, Francesco Virili and Stefano Za 1 http://www.springer.com/series/11237 6 Implementing Enterprise System in Large State-owned utilities: A case study Dr. Zafar Alvi1, Misbah Mehboob Awan2 1Sui Northern Gas Pipelines Ltd, Lahore, Pakistan [email protected] 2Sui Northern Gas Pipelines Ltd, Lahore, Pakistan [email protected] Abstract. Enterprise systems, if planned effectively and implemented resourcefully, can improve the efficiency of an enterprise to a great extent. However, implementation of enterprise software in large public sector corporations is fraught with risks and challenges. These challenges include supporting infrastructure, human issues, change management, base- technologies, software integration, etc; the least of which is technology. In fact we aim to highlight non-technical factors in this regard such as management support, user buy-in, change management, fear factor, etc. Our research presents a case study which aims to share the experiences of implementing enterprise systems in a large state-owned gas utility, Sui Northern Gas Pipelines Limited (SNGPL). SNGPL stretches over 15 regions and serving around 5.2 million consumers in northern Pakistan. This paper presents non-technical challenges faced by SNGPL and the ways SNGPL opted to deal with them. Keywords: Enterprise Resource Planning, ERP Implementation, Information Systems, Public Sector Gas Utility, SNGPL. 1 Introduction In today’s world of global computing, we have seen substantial adoption of Information Systems (IS) by organizations throughout the world [1, 11, 46, 51]. Organizations are implementing enterprise systems, like ERP, to gain competitive advantages. ERP is a multi-module application software that supports a broad set of functions including purchasing, stores, sales, distribution, accounting, billing, and customer service [36]. Successful implementation of enterprise systems enables the organization to gain tangible and intangible benefits in diverse areas [12, 13, 26]. However, not all organizations reap the eventual benefits of implementing enterprise systems they aim for, while investing substantial time and effort [6-8]. Governments allocate significant budgets to build infrastructure in order to support reliable and efficient management information systems. Various organizations allocate huge amounts on IS to provide better products and services to end-users [46]. Nonetheless, the success of implementing these IS requires a change in the associated work practices and a redesign of manual/legacy systems which play a vital role in achieving success. Although the benefits accrued due to enterprise systems are tremendous, not all organizations are willing to adopt them. Some organizations either discontinue ERP implementation or terminate them after adoption [6, 12]. Not all ERP implementations are successful [8]. According to research almost 50% to 75% of the ERP implementations do not