The concepts of resilience and sustainability appear multi-dimensional and correlated, depending on the context. Operational sustainability practices can enhance the resilience of a firm, and support its growth. This study aims at analyzing the impact of a sustainability strategy, measured by means of a sustainability maturity index (SMI), on the financial performance of a company. Since the SMI is strictly correlated to resilience capabilities, the performed analysis represents a first level integration of the sustainability and resilience indicators in a common framework. A data sample from 53 organizations was collected through structured interviews and analyzed to identify possible relationships between the SMI and the financial performance indexes. The analysis does not support commonly reported arguments: we show that profitability does not show a significant relationship with sustainable strategic intent. Interestingly, firm country of origin, size of the organization, and market focus, likewise, do not have a significant relationship with SMI. Arguably, multi-dimensional company performance, including both financial and non-financial measures, should be considered to assess the impact of sustainability practices. Moreover, further investigations are needed to capture firms’ nonfinancial indicators of performance that are related to sustainability and resilience, for building up a unified framework enabling trade-off analysis.

For decades software developers have struggled in their attempts to deliver high quality software products. Against this background, software process improvement (SPI) programs are viewed as one of the solutions to overcome the problem of delivering low quality software products. This study utilised a two-phase approach to ascertain the state of SPI adoption and the determinants of information systems (IS) quality and success in Canadian software development firms. The study found a moderate adoption rate of SPI programs and it was felt that user training and technical support could positively impact the success of information systems projects. Based on these arguments a proposed research model was presented with the hope of it being validated in future studies.

Each day cybercrime attacks are getting more frequent, dangerous and sophisticated. In 2016 the FBI’s Internet Crime Complaint Center received 1,408,849 complaints and a reported loss of $4.63 billion. The concept of cybercrime is complex, and as such the drive to overcome the problem is very difficult. However, the continual escalation of cybercrimes can have a negative impact on businesses and by extension the economies of countries. As a result, it is imperative that measures be identified to overcome the problem. Hence, this study seeks to propose a research model which can be used to evaluate the significance of cybercrime in deterring the use of e-banking in the financial sector. It is hoped that the proposed research model will influence other researchers to conduct empirical research in their context.

For years software developers globally have struggled in their attempts to deliver high quality software products. In an effort to overcome the problem, there is a widely held view that people, process maturity and technology are the main determinants of software quality and information systems (IS) success. The researcher conducted a survey in Canada among software developers, which confirmed the notion that people, process maturity and technology are determinants of software quality and also that software quality and user perception are determinants of information systems success. In an attempt to gain deeper insights, a series of interviews were conducted among Canadian developers to identify other contributing factors to software quality and information systems success. The interviews revealed that organization climate, user training and education, expectation management and technical support can influence the quality and success of the delivered software product. Such insights can enhance the competitiveness of these firms.

Most governments in both developed and developing countries are reducing their financial support to universities. This condition is further compounded in Jamaica because the Jamaican government has shifted its focus and support from tertiary to early childhood education. As a result, both students and universities in Jamaica are experiencing financial difficulties. In an effort to overcome the challenges, one major university in the country has embarked upon a series of initiatives. These initiatives include, as a central element, the use of information technology (IT). Hence, this research seeks to answer the pivotal question, `How does the use of information technology enable a Jamaican university to manage tuition fee collection in a manner that is effective yet sensitive to students' financial situation?' The survey found a significant relationship between the IT system and students being financially cleared at the release of examination results. In addition, the majority of students paid their tuition fees each semester via multiple payment options, and 64% of the Billing and Receivables staff believed that the IT system was effective in collecting tuition fees. These insights should assist universities' decision makers in identifying the best suite of financial strategies to enhance tuition fee collection.

PurposeAgency theory suggests that divergences will occur when a principal, e.g. client, and agent e.g. a project manager, interests are different in the execution of a project. The purpose of this paper is to explore if the agency theory can explain the subtleties integral to the behaviours and relationships between players delivering a public-private-partnership (PPP) in the context of an international development (ID) project. The intra-/interpersonal dynamics include governments, non-governmental organisations (NGOs) and private commercial service providers. The authors develop a conceptual framework and provide evidence from a case study of the testing of a Road Safety Toolkit in Kenya to explore several propositions.Design/methodology/approachExtant literature identified application of the agency theory, and the development of a conceptual framework. A case study describing an ID project was used to validate the propositions prior to the expansion of a research instrument for data collection in the field.FindingsThrough the lens of the agency theory and the limitations imposed by exploring a series of propositions, several insightful conclusions have been derived from the case. ID projects have particular nuisances that make them unique when compared to the majority of commercial applications. An added dimension and level of complexity is a consequence of the PPP incorporating government, NGOs and private corporations. The case exemplified the need for PPP ID projects to build on partner networks to influence and disseminate outcomes. Some agency problems were far less prominent than would normally be seen in a commercial project.Research limitations/implicationsThe methodologies presented in this paper need to be adapted and practiced in different kinds of ID projects in order to get confirmatory analytical results. The limitations imposed by the use of the single case, whilst drawing insightful conclusions, would necessitate greater testing in the field.Practical implicationsAlthough the problems of the agency theory are well researched in the operations management literature, there is limited application to ID projects and no previous research within the context of a PPP. Therefore, this work is important for greater understanding of the specific issues associated with project delivery of an ID.Social implicationsConflicting goals between principals and agents are common for organisations, which in turn affect inter-relationships on an international footing. The agency theory has had little attention in the project management field, yet is fundamental to relationships and communication.Originality/valueThere has been little research that explores the agency theory in the context of a PPP involving governments, NGOs and private commercial service providers, executed as an ID project. This work, therefore, exhibits new and novel findings.

The Caribbean countries have a relatively large infrastructure deficit that has affected their economic growth. Infrastructure is essential for growth by providing critical services and facilities. Infrastructure is a major determinant that drives competitiveness, and as such is vital if these economies are to become competitive, grow and developed. Undoubtedly, investing in infrastructure is beneficial for developing countries, but such initiative is usually accompanied by high costs. Mobilizing financial resources needed for infrastructure investment can be challenging for governments in developing countries, with Jamaica being no exception. Public-private partnerships (PPPs) have become alternative ways of raising needed funds for capital intensive public projects, thereby providing a unique solution to speed up infrastructure development. However, the success of these initiatives is inconclusive. Hence, this study seeks to propose a research methodology to assess the major determinants of successful implementation of PPPs in Jamaica. It is hoped that the study will provide useful insights which can assist decision makers in their desire to implement successful PPPs and by extension promote economic and social development in Jamaica.

Since 1982, the software development community has been concerned with the delivery of quality systems. Software process improvement (SPI) is an initiative to avoid the delivery of low quality systems. However, the awareness and adoption of SPI is low. Thus, this study examines the rate of awareness, use, and benefits of SPI initiatives in Canadian software development firms. Using SPSS as the analytical tool, this study found that 59% of Canadian software development firms are aware of SPI programs and 43% of employees use a form of SPI programs to develop software products. Although the sample size is small and the results cannot be generalized, the sample firms that use SPI programs reported an improvement in software product quality as the greatest benefit. These findings confirm the importance of SPI programs as a means of producing higher-quality software products, which can increase the likelihood of software companies winning global contracts.

Purpose This paper aims to assess the impact of information and communication technology (ICT) on customer satisfaction in Jamaican hotels. Design/methodology/approach An online survey approach was used with 213 hotel guests in Jamaica. Findings The study found that there was a significant relationship between ICT adoption and hotel guest satisfaction. Research limitations/implications It is hoped that other researchers will refine the proposed research model. Practical implications It is believed that the findings of the study can be used to guide hotel managers regarding the ICT components with the greatest influence on customer satisfaction, which by extension can lead to improved hotel performance. Social implications These findings can assist policy makers at the national level in formulating optimal strategies to improve the Jamaican hotel industry. Originality/value The paper proposes a research model, which can provide useful insights to hotel administrators regarding increasing the ability to satisfy customers.

For years software developers have struggled in their attempts to deliver high quality and successful software products. A survey was conducted in Canada to assess the main determinants of information systems (IS) quality and success. The survey confirmed the notion that developer skills and contribution had the greatest impact on information systems quality, over process maturity and the application of the latest technology. The survey also discovered that user perception had a greater impact on IS success in comparison to IS quality. In an attempt to gain deeper insights into the state of IS quality and success in Canada, interviews were conducted with Canadian software developers. The interviews revealed that organization climate such as top management support, the social interactions and dynamics among project team members and the structural analysis of the industry are other factors which can influence the quality and success of the delivered software product. These insights if applied during the development and delivery of information systems can enhance the likelihood of producing high quality and successful software products and increase the competitiveness of these firms.

For decades, software developers have struggled with delivering high-quality systems. To address the issues related to poor quality software, many use software process improvement (SPI) models such as the capability maturity model integration (CMMI) to guide the software development process. However, implementing these initiatives in small software development organizations is particularly challenging due to the high cost and complexity involved. To address these issues, this study proposes a simplified SPI framework (based on the CMMI) that small organizations can use to help improve software development. Conducted in four English-speaking Caribbean countries, this study uses focus groups with information systems (IS) professionals to arrive at a consensus on the content of a simplified SPI model. The model was assessed using data from a survey of small software development organizations' practices across the four countries. The resulting model, called the SPI model for small organizations (SPIM-S) is deemed less cumbersome and complex to implement, in comparison to its counterpart, the CMMI. It should therefore be less disruptive to implement-offering practitioners an alternative guide in their quest for high-quality software.

Purpose - This paper aims to develop and apply a measurement instrument to identify a comparative metric that identifies operational sustainability maturity across sectors and countries. Design/methodology/approach - Using structured interviews to complete the operations sustainability maturity model (OSMM) in financial services organisations, data were compared to show differences for developed and developing countries. Findings - The preliminary findings indicate that there is no significant difference in the sustainability maturity index between countries. However, size and profitability are strong indicators of sustainability maturity. Research limitations/implications - These findings represent preliminary findings drawn from the financial services sector in a limited number of countries. Expansion of the data set will give greater confidence of results. Practical implications - The OSMM is an empirical tool used to collect data that allows statistical evaluation of sustainable strategies used by firms in various sectors and in different countries. Social implications - Sustainability is of critical importance in the economic development of all countries. The OSMM embraces fiscal, operational and environmental considerations. The research gives new insights to alternative strategic imperatives. Originality/value - With increased awareness of organisational sustainability, academics have developed a number of tools, approaches and strategies to ensure commercial viability. However, few corporations have successfully institutionalised ongoing sustainability. OSMM is unique. Its wider application to embrace additional industry sectors and countries will bring new insight to strategic intent.