"... In PAGE 9: ... Specifically, the travel and telecommuni- cation industries demonstrated higher adoption of both e-CRM and e-transactions compared to the rest of the industries. In Table5 , we compare the means of e-CRM and e-transactions for each industry group. The results show that there are significant differences in the adop- tion levels of e-CRM between telecommunications on the one hand and health care, professional services, retailing and utilities on the other hand.... ..."

"... In PAGE 1: ...Table1... In PAGE 5: ... There is a mapping between knowledge of design activities and knowledge of knowledge t ransformers (A d :: K t) showing the inextricable link between the design and learning activities at the epistemic level. Depending on the type of the design activity ( Table1 ), there are two possible ways by which design and learning goals interact with o ne another; this depicts the inextricable link at the teleological level. Firstly, the learning goal (which is triggered by the rationale learning trigger, T lw ) precedes the design goal (i.... ..."

"... In PAGE 9: ... The active environment employs the knowledge and content in the form of action (Romme, 2003). Table4 defines the nine factors and their relationship to both the reflective and active environments. ... ..."

"... In PAGE 5: ... 3. A typology of tailoring choices Through analysis of literature on ERP implementations and our own interview data, we have identified 9 different types of ERP package tailoring (see Table2 ). Further research may indicate the need for more or finer distinctions.... In PAGE 5: ... For the present, however, we believe this framework is adequate for explaining or predicting project success, assessing project risk, and predicting maintenance and post implementation effort. The tailoring types in Table2 are choices made by a company adopting an ERP package and applying it to its own needs. In other words, we distinguish between the ERP package delivered by the vendor and a specific instance of an ERP system implemented by a company to support its business processes, and our focus is on the latter.... In PAGE 5: ... 21]. The last column of Table2 refers to a general 3-layer model of application systems: communications layer (contains communication with users, normally through graphical user interfaces, and with other application systems), application layer (definition of application functions in program code, e.g.... In PAGE 7: ... Detailed measurement studies in in-depth case studies are clearly warranted. In the absence of such research, we propose a surrogate measure based on the typology in Table2 . We suggest that the impact or risk of ERP system tailoring can be approximated by a formula that factors in the number of different tailoring types used, the level of usage of each type (from low to high as shown in Table 3) and the weightiness of each type (roughly indicated by the placement of the tailoring types in the typology, with configuration at the top of the chart representing light tailoring, and modification at the bottom representing heavy tailoring).... ..."

"... In PAGE 4: ... 3. A typology of tailoring choices Through analysis of literature on ERP implementations and our own interview data, we have identified 9 different types of ERP package tailoring (see Table2 ). Further research may indicate the need for more or finer distinctions.... In PAGE 4: ... For the present, however, we believe this framework is adequate for explaining or predicting project success, assessing project risk, and predicting maintenance and post implementation effort. The tailoring types in Table2 are choices made by a company adopting an ERP package and applying it to its own needs. In other words, we distinguish between the ERP package delivered by the vendor and a specific instance of an ERP system implemented by a company to support its business processes, and our focus is on the latter.... In PAGE 4: ... 21]. The last column of Table2 refers to a general 3-layer model of application systems: communications layer (contains communication with users, normally through graphical user interfaces, and with other application systems), application layer (definition of application functions in program code, e.g.... In PAGE 6: ... Detailed measurement studies in in-depth case studies are clearly warranted. In the absence of such research, we propose a surrogate measure based on the typology in Table2 . We suggest that the impact or risk of ERP system tailoring can be approximated by a formula that factors in the number of different tailoring types used, the level of usage of each type (from low to high as shown in Table 3) and the weightiness of each type (roughly indicated by the placement of the tailoring types in the typology, with configuration at the top of the chart representing light tailoring, and modification at the bottom representing heavy tailoring).... ..."