Fons Wijnhoven

University of Twente | UT · Department of Industrial Engineering and Business Information Systems (IEBIS)

AI’s exponential growth has raised important questions about its energy requirements and potential impacts on energy systems and climate change. In response, we researched these issues through a multi-faceted examination of possible futures. Central to our work is the acknowledgment of emerging AI Schools of Thought. These schools, though nascent,...

The forecasting field has been using the surge in big data and advanced computational capabilities. This article discusses the methodological issues of Google Trends (GT) data reliability and forecasting validity for youth unemployment forecasts. We demonstrate the problems with static GT forecasting procedures and show a 44% increase in forecastin...

Workarounds are deviations in the execution of designed, de jure, work processes. Process mining research has developed methods for unobtrusive workaround analysis using process-aware systems’ datasets. This study applies process mining for workaround analysis in a medium-sized enterprise (SME). SME contexts can be challenging for workaround mining...

Intelligence amplification exploits the opportunities of artificial intelligence, which includes data analytic techniques and codified knowledge for increasing the intelligence of human decision makers. Intelligence amplification does not replace human decision makers but may help especially professionals in making complex decisions by well-designe...

The European Union (EU) Commission’s whitepaper on Artificial Intelligence (AI) proposes shaping the emerging AI market so that it better reflects common European values. It is a master plan that builds upon the EU AI High-Level Expert Group guidelines. This article reviews the masterplan, from a culture cycle perspective, to reflect on its potenti...

This article presents a forecasting model of data center electricity needs based on understanding usage growth and we conclude that this growth is not fully compensated by efficiency gains of data center technological innovations. We predict a combined growth of data center electricity needs of 286 TWh in 2016 until about 321 TWh in 2030, if all cu...

This article discusses possible search engine page rank biases as a consequence of search engine profile information. After describing search engine biases, their causes, and their ethical implications, we present data about the Google search engine (GSE) and DuckDuckGo (DDG) for which only the first uses profile data for the production of page ran...

Chatbots answer customer questions by mostly manually crafted Question Answer (Q.A.)-pairs. If organizations process vast numbers of questions, manual Q.A. pair generation and maintenance become very ex-pensive and complicated. To reduce cost and increase efficiency, in this study, we propose a low threshold QA-pair generation system that can autom...

There is an increasing interest in indoor occupation and guidance information for business and societal purposes. Scientific literature has paid attention to various ways of detecting occupation using different sensors as data source including various algorithms for estimating occupation rates from this data. Gaining meaningful insights from the da...

This report concerns a white paper on the demonstration of practically-oriented guidelines for process mining users. The main target group of this document is novice process mining users (e.g., those who are willing to start using process mining). After proposing the guideline, we present a few exercise questions.

When making purchasing decisions, customers increasingly rely on opinions posted on the Internet. Businesses, therefore, have an incentive to promote their own products or demote competitors' products by creating positive or negative spam reviews on platforms like Amazon.com. Several researchers propose methods and tools to detect review spam autom...

This article analyzes the usability of a multi-criteria decision analysis based on a real options AHP (ROAHP) method for IT-investment decisions. The study presents ROAHP to Chief Information Officers (CIO's) and collects their opinions on prerequisites for usability, strengths and weaknesses. To understand these opinions, the opinions are put in a...

This article explores the usefulness of sentiment analysis and Google trends data for car sales forecasting. Previous research has demonstrated the use of both techniques for sales forecasting, but current literature is more ambiguous in its results for forecasting the sales of high involvement goods like cars. In this study, about 500,000 social m...

In the last few decades, lean techniques have been developed for removing with waste in manufacturing. More recently, lean is used outside the manufacturing context as well. This article focuses on using lean thinking for reducing waste in administrative services, i.e., business services with information as input and output. This article delivers t...

Little is known about the business value that mobile applications (apps) can create, and how start-ups can leverage this value. We present a multiple-case study to both explain the process of app-enabled value creation and the type of value outcomes associated with the use of apps for business purposes. The study develops an App-enabled Business In...

The Internet has become a critical part of the infrastructure supporting modern life. The high degree of openness and autonomy of information providers determines the access to a vast amount of information on the Internet. However, this makes the web vulnerable to inaccurate, misleading, or outdated information. The unnecessary and unusable content...

There are commercial tools like IBM Rational RequisitePro and DOORS that support semi-automatic change impact analysis for requirements. These tools capture the requirements relations and allow tracing the paths they form. In most of these tools, relation types do not say anything about the meaning of the relations except the direction. When a chan...

Many discussions exist regarding the credibility of information on the Internet. Similar discussions happen on the interpretation of social scientific research data, for which information triangulation has been proposed as a useful method. In this article, we explore a design theory—consisting of a kernel theory, meta-requirements, and meta-designs...

Several file retention policy methods propose that a file retention policy should be based on file value. Though such a retention policy might increase the value of accessible files, the method to arrive at such a policy is underresearched. This article discusses how one can arrive at a method for developing file retention policies based on the use...

Several file retention policy methods propose that a file retention policy should be based on file value. Though such a retention policy might increase the value of accessible files, the method to arrive at such a policy is under-researched. This paper discusses how one can arrive at a method for developing file retention policies based on the use...

This essay highlights the state of unawareness to which the theories held by managers are susceptible. The essay opens up the question whether the critical rationalist approach, which specifically addresses the unawareness problem in science, is indeed inadequate for organizations as commonly argued. We suggest that organizations apply fragments of...

A service registry is a Service-Oriented Architecture (SOA) component that keeps a ‘catalogue’ of available services. It stores service specifications so that these specifications can be found by potential users. Discussions on the design of service registries currently focus on technical issues, while service registries should take into considerat...

Information technology is powered by electricity. Although its impact on Green House Gasses (GHG) is still rather limited, the next decade will show an explosion of its impact because technological innovations on data communication, information retrieval and datacenter operation will not compensate the increased need for energy of information techn...

This article discusses people's understanding of reality by representations from the Internet. The Hegelian inquiry system is used here to explain the nature of informing on the Internet as activities of information masters to influence information slaves' opinions and as activities of information slaves to become well informed. The key assumption...

The common wisdom is that Popper's critical rationalism, a meth-od aimed at knowledge validation through falsification of theories, is inade-quate for managers in organizations. This study falsifies this argument in three phases: first, it specifies the obstructers that prevent the method from being employed; second, the critical rationalist method...

Every service innovation needs a viable business model in order to create and capture value. Strikingly, most of the current literature is focused on business model design only, whereas almost no attention is given to business model validation and implementation – let alone experimentation with components of business models. The goal of this study...

Internet hosting is pivotal for reliable access to internet resources. Yet, little research has been done on what threatens a hosting service?s reliability. Our analysis of reliability threatening incidents results in four causes of unreliability: the service?s technical architecture, service employees? motivations, their knowledge, and their behav...

A service registry is a Service-Oriented Architecture (SOA) component that keeps a ‘catalogue’ of available services. It stores service specifications so that these specifications can be found by potential users. Discussions on the design of service registries currently focus on technical issues, while service registries should take into considerat...

The determination of the relative value of files is important for an organization while determining a retrieval service level for its files and a corresponding file retention policy. This paper discusses via a literature review methods for developing file retention policies based on the use values of files. On basis of these results we propose an e...

`The Learning Organization' is a configuration of learning norms (called a learning prototype here), which is seldom related to varying levels of learning needs. This article assumes that organizational environmental complexity and dynamics define four learning needs levels. Consequently, four learning prototypes exist that best treat the learning...

This article defines a service as an architecture of processes, software and infrastructure elements for serving people. An architecture language therefore is a means to structure and analyze the values of service elements and the service as a whole. We provide a value-based perspective, which first includes a review of the concept of value in the...

The recent growth in the services sector implies that more people must be trained in this area. This inspired us to develop a Services Science Graduation Programme at the University of Twente, the Netherlands. We propose a study programme of five years, consisting of a Master phase of two years and a PhD phase of three years. This paper reports on...

Knowledge-sharing has often been analysed by one-shot game models, where the balance between costs and the value of knowledge exchanges for different exchange partners has been calculated. This paper reviews this literature and discusses five of its assumptions: (1) the assumption of homogeneity of knowledge, (2) the assumption of one-shot solution...

A service registry is a Service-Oriented Architecture (SOA) component that keeps a ‘catalogue’ of available services. It stores service specifications so that these specifications can be found by potential users. Discussions on the design of service registries currently focus on technical issues, while service registries should take into considerat...

This paper discusses informing, i.e. increasing people's understanding of reality by providing representations of this reality. The Hegelian inquiry system is used to explain the nature of informing. Understanding the Hegelian inquiry system is essential for making informed decisions where the reality can be ambiguous and where sources of bias and...

As an academic field, knowledge management has concentrated on the creation, storage, retrieval, transfer, and application of knowledge within organizations, while underexposing external knowledge (e.g., Alavi & Leidner, 2001). Although the importance of external knowledge is well recognized (e.g., Cohen & Levinthal, 1990), there remains a need for...

Information and its management is central to modern society. Organizations - private and public, national and international - have recognized that information is a key resource and that its management is critical for success. Existing books on information management focus on the abilities of computers to process data, the development of information...

Since service systems are becoming increasingly complex in emerging technology, business, legal and economics environments, service abstractions are necessary to master this complexity. However, the term ‘service’ means different things to different people in different disciplines, which implies that any attempt to define general purpose service ab...

Knowledge integration has been theorised at the levels of organisations and inter-organisational dyads. However, no theory exists yet of the integration of knowledge from an organisation's environment. This paper addresses this void in the literature by presenting a theory of external knowledge integration. It considers organisations as open system...

Purpose – The purpose of this paper is to give a structured literature review, design concepts, and research propositions related to a product‐oriented design theory for information services. Information services facilitate the exchange of information goods with or without transforming these goods. Exemplar information services are e‐publishing, el...

Information services transfer information goods from a creator to a user. Information services have three design aspects, i. e. content, value, and revenue, and their design has an evolutionary nature, i. e. that information gained in the service’s usage stages is part of their (re)design efforts. The literature abounds of fragmented insights for i...

The handling of knowledge in specific contexts is often labeled knowledge management. A more precise analysis of the literature in the knowledge management field, though, distinguishes four different domains with regard to the handling of knowledge in context, i. e., knowledge management, knowledge processes, knowledge media, and knowledge exploita...

This chapter defines the misunderstandings which might occur in engineering, especially when teams are “virtual”, and the risks linked to these misunderstandings. Based on related work and our experience in particular in the VRL-KCiP network of excellence, we make the assumption that if we intend to manage these risks; we have to focus on communica...

The differences between the paradigms of knowledge management (KM) and operations management are huge. Whereas KM is rooted in the disciplines of human relations, sociology, organization analysis, and strategic management, the operations management paradigm finds its roots in industrial engineering, business economics, and information systems. Thes...

As an academic field, knowledge management has concentrated on the creation, storage, retrieval, transfer, and application of knowledge within organizations, while underexposing external knowledge (e.g., Alavi & Leidner, 2001). Although the importance of external knowledge is well recognized (e.g., Cohen & Levinthal, 1990), there remains a need for...

Designing information systems (ISs) requires a thorough understanding of the organizational knowledge processes in which these systems are used. Although much is known about internal organizational knowledge processes, the understanding of external knowledge processes is less developed. Hence, this paper reflects an attempt to operationalize and te...

Ensuring data quality is of crucial importance to organizations. The Total Data Quality Management (TDQM) theory provides a methodology to ensure data quality. Although well researched, the TDQM methodology is not easy to apply. In the case of Honeywell Emmen, we found that the application of the methodology requires considerable contextual redesig...

As an academic field, knowledge management has concentrated on the creation, storage, retrieval, transfer, and application of knowledge within organizations, while underexposing external knowledge (e.g., Alavi & Leidner, 2001). Although the importance of external knowledge is well recognized (e.g., Cohen & Levinthal, 1990), there remains a need for...

The differences between the paradigms of knowledge management (KM) and operations management are huge. Whereas KM is rooted in the disciplines of human relations, sociology, organization analysis, and strategic management, the operations management paradigm finds its roots in industrial engineering, business economics, and information systems. Thes...

When a company decides to merge with or to acquire another company, a major question is to what extent to integrate the information technologies and the organization. Interpreting merger objectives to proper IT integration strategies is a complex and time-consuming process, due to a lack of explicit understanding of the problems involved. The curre...

The knowledge integration process having been clarified in Chap. 2, Chap. 3 described types of problems that high-tech SMEs have with KI in their new product development processes (NPD). Following that, Chap. 4 defined families of solutions related to these problems, and Chaps. 5-10 described the KI problems and solutions matches in practice. In ch...

Knowledge management (KM) has become a major issue in academia and industry in the last 30 years [16]. KM has at least three roots. 1. Suppliers of information technology and academics in this field have developed opportunities of supporting knowledge reuse and knowledge creation by, for instance, artificial intelligence, knowledge-based systems, a...

Chaps. 1 and 2 outlined the relevance and difference of KM for SMEs and discussed the concept of knowledge integration (KI). These chapters were based on theory in diverse settings. The crucial question that was dropped there was how high-tech SMEs conduct KI in their NPD practice. Existing studies are of limited use for answering this question for...

The ability to manage knowledge is relevant for millions of small and medium sized enterprises (SMEs) that operate in high-tech environments. They strongly depend on external knowledge about customers, technologies, and competitors because, as opposed to large companies, they have limited internal knowledge resources and little power to control the...

Enterprise Resource Planning (ERP) systems not only have a broad functional scope promising to support many different business processes. They also embed many different aspects of the company?s organizational memory. Disparities can exist between those memory contents in the ERP system and related contents in other memory media, such as the individ...

The differences between the paradigms of knowledge management (KM) and operations management are huge. Whereas KM is rooted in the disciplines of human relations, sociology, organization analysis, and strategic management, the operations management paradigm finds its roots in industrial engineering, business economics, and information systems. Thes...

On information markets, many suppliers and buyers of information goods exchange values. Some of these goods are data, whose value is created in buyer interactions with data sources. These interactions are enabled by data market services (DMS). DMS give access to one or several data sources. The major problems with the creation of information value...

Though much has been written about knowledge management, this field has not been described extensively from an operational management perspective. Consequently, knowledge management seems difficult to implement at the operational levels of the organisations. To solve this problem, the abstract notion of knowledge is translated in operational knowle...

On information markets, many suppliers and buyers of information goods exchange values. Some of these goods are data, whose value is created in buyer interactions with data sources. These interactions are enabled by data market services (DMS). DMS give access to one or several data sources. The major problems with the creation of information value...

Information services are becoming more available and gain in importance for our economy. Many of these services, though often launched with great enthusiasm by their creators and sponsors, quickly die. This article assumes that the main cause of information service failure are based on an insufficient design at its beginning. Following an alignment...

On information markets, many suppliers and buyers of information goods exchange values. Some of these goods are data, whose value is created in buyer interactions with data sources. These interactions are enabled by data market services (DMS). DMS give access to one or several data sources. The major problems with the creation of information value...

A process model, in the context of e-commerce, is an organized set of activities for the creation, (re- )production, trade and delivery of goods. Electronic commerce studies have created important process models for the trade of physical goods via Internet. These models are not easily suitable for the trade of information goods. Lowly codified info...

Organizational memory information systems have a diversity of contents and may need a variety of information technologies. To cope with this diversity, OMIS requires specific development methodological guidelines. First the OMIS’s objectives have to be stated in organizational functional requirements. Second, the conceptual OMIS model has to be def...

'The Learning Organization' is a configuration of learning norms (called a learning prototype here), which is seldom related to varying levels of learning needs. This article assumes that organizational environmental complexity and dynamics define four learning needs levels. Consequently, four learning prototypes exist that best treat the learning...

Electronic commerce studies have created important models for the trade of physical goods via Internet. These models are not easily suitable for the trade of information goods. Lowly codified information goods are hard to represent unambiguously among trading partners, their property rights are hard to secure, and the determination of volume and pr...

The Internet and Intranet reduce much of the costs of information sharing, but they do not solve receivers' reading and interpretation limitations. Alternatively, browsers and navigators ease information retrieval but do not solve the problems of specifying information needs and evaluating retrieval results. This article approaches these problems a...

The Internet reduces much of the costs of information sharing, but it does not solve information receivers' reading and interpretation limitations. Search engines ease information retrieval but do not solve the problems of specifying information needs and evaluating retrieval results. This article approaches these problems as information market pro...

Electronic commerce studies have created important models for the trade of physical goods via Internet. These models are not easily suitable for the trade of information goods. Lowly codified information goods are hard to represent unambiguously among trading partners, their property rights are hard to secure, and the determination of volume and pr...

The Internet reduces much of the costs of information sharing, but it does not solve information receivers' reading and interpretation limitations. Browsers and navigators ease information retrieval but do not solve the problems of specifying information needs and evaluating retrieval results. This article approaches these problems as information m...

Organizational memory information systems have a diversity of contents and may need a variety of information technologies. To cope with this diversity, OMIS requires specific development methodological guidelines. First the OMIS’s objectives have to be stated in organizational functional requirements. Second, the conceptual OMIS model has to be def...

Knowledge, an essential production factor in the post-industrial society, is not as rigorously measured as organizational tangibles. Several authors in the tradition of intellectual capital measurement and human resource accounting have tried to solve this by the development of one or more metrics. This chapter assumes that valuation is intrinsical...

Well-managed organizational memories have been emphasized in the recent management literature as important sources for business success. Organizational memory infonnation systems (OMIS) have been conceptualized as a framework for information technologies to support these organizational memories. OMIS development may include several projects and may...

Knowledge sharing is regarded by many management scientists as a main factor to evaluate organizational learning and knowledge management performance in organizations. Therefore, it is important to develop instruments for the analysis and diagnosis of knowledge sharing. Unfortunately, management practice and science lack instruments to evaluate the...

Here we investigate the evaluation of information technology (IT) projects to determine when firms evaluate IT and what the effects are on decisions made about the projects. We study evaluation over the IT project life cycle among a sample of the largest firms in Finland from a variety of industries. We also investigate the use of procedures that a...

Organizational memory, has become a popular theme in management studies, leading to theoretically valuable conceptualizations, which, however, often fail in their practical usability. Recently, organizational memory has also become a topic in the field of information systems. This article tries to bridge the gap between these organizational concept...

This article gives an introduction to the field of impact research. After a short discussion of the role of information in organizational context, the interaction perspective on impact research is presented. Empirical research results in the field of impacts of IT on internal organization in 11 organizations in the fields of banking, services, gove...

The recent growth in the services sector implies that more people must be trained in this area. This inspired us to develop a Services Science Graduation Programme at the University of Twente, the Netherlands. We propose a study programme of five years, consisting of a Master phase of two years and a PhD phase of three years. This paper reports on...