Dimitris K. Kardaras

• PhD
• Professor (Assistant) at Athens University of Economics and Business

E-health’s ultimate vision is to empower stakeholders, such as patients, families and societies to engage in the decision-making and management of their own health status. The proliferation of the Internet of Things (IoT) is expected to change the way that health services are designed, implemented and delivered. However, little research has been do...

The proliferation of the internet of things will open up new opportunities for implementing the digital transformation of businesses. Available data is expected to rise in unprecedented levels of quantity with the IoT playing an important role towards that end. Data analytics techniques will provide businesses with refined pieces of information in...

User reviews provide a rich source of information regarding user interests. Many Web platforms allow or even encourage their visitors to leave their feedback regarding the products and services they have consumed. The Term Frequency (TF) and the Inverse Document Frequency (IDF) are two factors that have been used extensively in capturing users’ pre...

Modelling and understanding user interests are particularly important tasks for designing services and building systems for customized solutions in web personalization and recommender systems. User generated content (UGC) constitutes a significant source of information for capturing user interests. This paper, suggests an approach to user profiling...

Web analytics tools provide a wide range of information regarding the performance of a company. This information is valuable for assessing the strategic performance of a company. However, Web analytics tools at their current state of development fall short in providing all the necessary information and data analysis functionality that is required t...

Privacy issues are a top priority in web design. However, websites’ evaluation methods do not consider legal and ethical issues. This article proposes a fuzzy logic–based methodology for evaluating websites’ compliance with legal and ethical principles. Using fuzzy Delphi and fuzzy numbers, the methodology develops the Fuzzy Legal and Ethical Compl...

The management of cloud deployments is still largely the responsibility of system administrators. Introducing autonomy in cloud management would entail, amongst other things, the ability for automated cloud manager systems to scale up or down the number of deployed virtual machines, and/or deploy machines of different types to meet performance and...

In recent years, social media have revolutionized the way people communicate and interact with each other. This development has transformed the Internet into a more personal and participatory medium, where social networking is the top online activity. The massive amount of data, that is accumulated as a result of these online interactions, discussi...

Web sites become more powerful when they can adjust to their users’ needs. Web personalisation refers to adapting both the content and the presentation of web sites, so that to deliver the maximum effect to the user in the most appropriate way. A main objective of web personalisation is to adapt the presentation of the web content in a manner that...

This chapter discusses existing service customization projects in the health sector. It first defines e-health and compiles a list of personal health management applications that range from those that provide access to electronic health records and health information, to community interaction and social media environments, and finally to decision s...

The Internet gives the consumer almost unlimited choice in products. At the same time, it causes a globalization of consumer habits and tastes. One important question that arises is: Does the Internet and the World Wide Web offer the same opportunities for choice of services as they do for products? Service Customization Using Web Technologies aims...

This chapter discusses several frameworks from the literature, which address the complex interactions between IT and business in service design. It then introduces a methodology that advocates the development of a conceptual network that interrelates concepts from the business and IT domains at strategic, business process, and technological level,...

This chapter presents a service customization case study from the health sector that follows the modeling approaches presented in Chapters 5 and 6. The case study analyses the process of a patient’s admittance to a hospital. The chapter describes the factors that reflect all stakeholder views that are related to health care service design and discu...

This chapter discusses service customization from the perspective of service providers. It explains the role of service quality in customization. This chapter defines service quality and discusses several service quality models such as Servqual, Grönroos’ Model, the e-SQ Model, and others, that provide the foundation for measuring service quality a...

This chapter analyzes the technologies that underpin organizational processes for customization and personalization. It discusses enterprise systems such as customer relationship management systems (CRM) that can assist service customization, as well as components of such systems, such as recommender tools. This chapter also introduces technologies...

This chapter investigates the service customization process from a consumer perspective. The consumer perspective of customization can be defined as all the concepts, models, processes, and theories concerned with consumer knowledge, information, behavior, and psychological traits relevant to service customization. E-service customization is diffic...

This chapter is a step by step application of the customization methodology of Chapter 6 to an e-banking scenario. It exemplifies the proposed approach for service customization using a case study of loan management services and focuses on the generation of customized services, the analysis of their impact, and the resulting process redesign initia...

This chapter discusses existing service customization projects in the health sector. It first defines e-health and compiles a list of personal health management applications that range from those that provide access to electronic health records and health information, to community interaction and social media environments, and finally to decision s...

This chapter draws on the methodology for e-service customization presented in chapter 5 and presents a modeling approach for realizing the service customization strategies. The described models are a combination of object-oriented business process and task models, and of fuzzy cognitive maps (FCM) that represent the interrelationships between busi...

This chapter discusses Web environments that allow users to compose services in a visual manner, without the need to write programs. This is similar to the concept of visual programming. Visual service composition can potentially make service customization by end users a possibility. By empowering users to create their customized e-services, busine...

Virtual communities are groups of people with similar interests who meet online and together act as a learning environment, place for social support, or as bodies for influencing public opinion. In this paper, the authors identify characteristics of a virtual community that influence its members to customize e- services provided to or received by t...

Virtual communities are groups of people with similar interests who meet online and together act as a learning environment, place for social support, or as bodies for influencing public opinion. In this paper, the authors identify characteristics of a virtual community that influence its members to customize e-services provided to or received by th...

This study investigates the potential of Virtual Communities (VCs) as a business model in the arts sector. It reports on the views of artists and the people who are interested in art with respect to the required functionality and business potential of VCs in arts. The artists who participated in the study are members of a VC which promotes contempo...

Strategic Information Systems Planning (SISP) has been a continuing top concern for IS/IT management, since the mid 1980's. Responding to the increasing interest in SISP, researchers have developed a large number of SISP methodologies and models. However, when organisations embark on planning for their information systems, they face difficulties an...

The impact of “e-business” on the public sector is the main source of the government’s transformation towards “e-government,” which refers to the public sector’s efforts to use information and communication technologies (ICT) to deliver government services and information to the public. E-government allows citizens to interact more directly with th...

This article reports on a survey that investigates the role of e-learning in improving the communication in learning environments. The results are drawn from the analysis of data collected from a sample of 420 university students in Greece. The study focuses on the contribution of e-learning to facilitating the communication among fellow students a...

There is a revolution transforming the global economy. Web technology is transforming all business activities into information-based. The rate of technological change is so rapid that electronic commerce (eC) is already making fundamental changes in the electronic land-escape. eC over the Internet is a new way of conducting business. It has the pot...

Virtual Communities (VCs) are expected to become a new business model that may spawn opportunities for the new digital economy. The business potential of VCs is mainly in terms of increased trust among their members combined with quality services that may improve customer loyalty. This paper reports the findings of an empirical study that was carri...

This chapter draws on the theory of fuzzy cognitive maps (FCM) to propose a modelling approach for mass customisation (MC) of services. The proposed model integrates concepts from service quality and customer preferences with business process and IT capabilities models. The model presented in this chapter is, to the best of our knowledge, the only...

This chapter draws on the theory of fuzzy cognitive maps (FCM) to propose a modelling approach for mass customisation (MC) of services. The proposed model integrates concepts from service quality and customer preferences with business process and IT capabilities models. The model presented in this chapter is, to the best of our knowledge, the only...

An e-service is an activity or series of activities that take place during the interaction between a provider and a customer through an electronic channel. Increasingly e-services are being realised using the technology of Web services. Meeting the e-service quality expectations in a Web service implementation is essential for delivering a tailored...

Today's global economy offers customers unlimited access to a wide range of products, services and information. The use of the Internet technology has created new opportunities by linking companies to millions of consumers around the world. At the same time, e-commerce companies collect personal information from consumers, which are later used and...

The Internet has created a tremendous opportunity to access a large amount of products, services and information easily in a fast and easy way. At the same time, websites collect personal information (PI) from consumers, in order to fulfil their requests for certain products and services, to send them information, to customise the content and adver...

In recent years, organisations have begun to realise the importance of knowing their customers better. Customer relationship management (CRM) is an approach to managing customer related knowledge of increasing strategic significance. The successful adoption of IT-enabled CRM redefines the traditional models of interaction between businesses and the...

Although it is difficult to measure the e-commerce economy precisely, its size is estimated to be relatively small (some $26 billion United States) at present, but it is expected to grow very rapidly and approach $1 trillion by 2005. E-banking represents a significant share of the overall e-commerce activities. Five strategic and tactical reasons e...

Increased competition characterises the food sector worldwide, but the potential of e-commerce (eC) to improve customer satisfaction in the food industries has not been thoroughly studied. Reports on the results of a survey of 48 information systems (IS) and marketing managers from food companies in Greece. Examines the eC management context and in...

Virtual communities (VCs) are formed on the Internet and are expected to evolve to a strategically important e-business model. VCs foster trust among their members and allow them to interact, exchange ideas and experiences, regardless of their geographical or ethnic origin. Organisations should consider VCs as a new market place since their members...

Electronic Commerce (EC) is expected to change dramatically the way that organisations operate. Businesses invest in Information Technology and prepare their infrastructure so that they can support EC applications. The potential of EC however, is not confined to individual companies but extends to whole nations. Governments are considered as a key...

Banking, one of the most information intensive sectors, is an ideal domain for the successful development of e-commerce. The present exploratory study focuses on e-commerce opportunities for improving corporate customer services in the Greek banking sector. It reports on a survey of 11 marketing and information systems managers from five major Gree...

This paper, proposes a framework for developing business metrics and discusses the suitability of Fuzzy Cognitive Maps (FCMs) to model and analyse the business performance indicators. Business metrics provide the basis for assessing business performance, identifying areas for improvement as well as benchmarking with the competition. Researchers and...

For the last 15 years, in an attempt to successfully face the competition, organisations have been carrying out quality management initiatives such as Total Quality Management (TQM) and Business Process Re-engineering (BPR). A key aspect of quality management is business performance assessment and process re-design. Traditionally, the overall perfo...

The development of Internet applications for business use is expected to change the way organisations operate, and improve their customer services. However, the potential of the Internet to improve customer satisfaction has not been studied, either in countries with well-developed electronic markets or in countries in the early stages of e-commerce...

Organisations are attempting to develop their applications portfolio and strengthen their presence in the fast growing electronic markets. Business to Customer is probably the most widespread applications area of electronic commerce. This paper reports on a survey of 20 UK and 11 Greek IS and marketing managers and investigates the electronic comme...

Virtual communities (VCs) represent a promising area of Electronic Commerce. Members of a VC have the opportunity to access products and services information and exchange experiences and ideas, without being constrained by physical interaction or geography. Companies may also use VCs to build customer loyalty by cultivating on-line human relationsh...

In the early 1980s articles began to focus on Strategic Planning of Information Systems (SISP) and to argue the critical importance of Information Technology (IT) in today’s organisations. Since then, a large number of models were presented in order to analyse IT from a strategic point of view and suggest new IT projects. However, researchers urge...

The evolution of Electronic Commerce is expected to change the way organisations carry out their transactions and especially how they contact their business with their customers. It is anticipated that Electronic Commerce (EC) will change the markets. On the other hand businesses are becoming more customer oriented, as their competitiveness depends...

Businesses become more competitive if their information sources, such as Statistical Information Systems (SIS), are designed in a way that they reflect the particular needs of the organisations, their employees, their customers and their stakeholders in general. Business needs however are not always known and stable. They change quickly due to comp...