Editorial

ID: 2078

Authors: Eduardo Diniz.

Source: Revista de Administração de Empresas, v. 51, n. 1, p. 5-5, January-February, 2011. 1 page(s).

Document type: Editorial (Portuguese)

Creating a Brazilian school in international information systems research: opportunities and challenges

ID: 1848

Authors: Marlei Pozzebon, Eduardo Diniz, Nicolau Reinhard.

Source: Revista de Administração de Empresas, v. 51, n. 1, p. 10-14, January-February, 2011. 5 page(s).

Document type: Article (English)

Knowledge cities: a taxonomy for analyzing software and information service clusters

ID: 1854

Authors: Paulo Bastos Tigre, Renata Lebre La Rovere, Francisco Lima Teixeira, Andrés López, Daniela Ramos, Néstor Bercovich, Alessandro de Orlando Maia Pinheiro, Silvio Araújo, Ricardo Furtado Rodrigues.

Source: Revista de Administração de Empresas, v. 51, n. 1, p. 15-26, January-February, 2011. 12 page(s).

Keyword: Argentina , Brazil , industrial and technology policies , knowledge cities , Software and information service clusters

Document type: Article (English) Show Abstract

Software and information services (SIS) have become a field of increasing opportunities for international trade due to the worldwide diffusion of a combination of technological and organizational innovations. In several regions, the software industry is organized in clusters, usually referred to as “knowledge cities” because of the growing importance of knowledgeintensive services in their economy. This paper has two primary objectives. First, it raises three major questions relatedto the attractiveness of different cities in Argentina and Brazil for hosting software companies and to their impact on local development. Second, a new taxonomy is proposed for grouping clusters according to their dominant business segment, ownership pattern and scope of operations. The purpose of this taxonomy is to encourage further studies and provide an exploratory analytical tool for analyzing software clusters.

Access to information: assessment of the use of automated interaction technologies in call centers

ID: 1857

Authors: Nelson Lerner Barth, Fernando de Souza Meirelles.

Source: Revista de Administração de Empresas, v. 51, n. 1, p. 27-42, January-February, 2011. 16 page(s).

Keyword: Access to information , automated interaction , call centers , evaluation , information technology and communication , managerial assessment

Document type: Article (English) Show Abstract

With the purpose of at lowering costs and reendering the demanded information available to users with no access to the internet, service companies have adopted automated interaction technologies in their call centers, which may or may not meet the expectations of users. Based on different areas of knowledge (man-machine interaction, consumer behavior and use of IT) 13 propositions are raised and a research is carried out in three parts: focus group, field study with users and interviews with experts. Eleven automated service characteristics which support the explanation for user satisfaction are listed, a preferences model is proposed and evidence in favor or against each of the 13 propositions is brought in. With balance scorecard concepts, a managerial assessment model is proposed for the use of automated call center technology. In future works, the propositions may become verifiable hypotheses through conclusive empirical research.

Electronic government policies in Brazil: context, ICT management and outcomes

ID: 1860

Authors: Marconi Martins de Laia, Maria Alexandra Viegas Cortez da Cunha, Antonio Roberto Ramos Nogueira, José Afonso Mazzon.

Source: Revista de Administração de Empresas, v. 51, n. 1, p. 43-57, January-February, 2011. 15 page(s).

Keyword: E-gov , ICT Management , institutional theory , public administration , State Reform

Document type: Article (English) Show Abstract

The State Reform processes combined with the emergence and use of Information and Communication Technology (ICT) originated electronic government policies and initiatives in Brazil. This paper dwells on Brazilian e-government by investigating the institutional design it assumed in the state’s public sphere, and how it contributed to outcomes related to e-gov possibilities. The analyses were carried out under an interpretativist perspective by making use of Institutional Theory. From the analyses of interviews with relevant actors in the public sphere, such as state secretaries and presidents of public ICT companies, conclusions point towards low institutionalization of e-gov policies. The institutional design of Brazilian e-gov limits the use of ICT to provide integrated public services, to amplify participation and transparency, and to improve public policies management.

Ambivalent implications of health care information systems: a study in the Brazilian public health care system

ID: 1862

Authors: João Porto de Albuquerque, Edmir P. V. Prado, Gabriel Raja Machado.

Source: Revista de Administração de Empresas, v. 51, n. 1, p. 58-71, January-February, 2011. 14 page(s).

Keyword: Brazil , Health care information systems , information technology , public health care , social implications

Document type: Article (English) Show Abstract

This article evaluates social implications of the “SIGA” Health Care Information System (HIS) in a public health care organization in the city of São Paulo. The evaluation was performed by means of an in-depth case study with patients and staff of a public health care organization, using qualitative and quantitative data. On the one hand, the system had consequences perceived as positive such as improved convenience and democratization of specialized treatment for patientsand improvements in work organization. On the other hand, negative outcomes were reported, like difficulties faced by employees due to little familiarity with IT and an increase in the time needed to schedule appointments. Results show the ambiguity of the implications of HIS in developing countries, emphasizing the need for a more nuanced view of the evaluation of failures and successes and the importance of social contextual factors.

Innovation and adoption of mobile technology in public organizations: the IBGE case

ID: 1866

Authors: Amarolinda Iara da Costa Zanela Saccol, Adriana Manica, Silvia Elaluf-Calderwood.

Source: Revista de Administração de Empresas, v. 51, n. 1, p. 72-83, January-February, 2011. 12 page(s).

Keyword: census , information systems evaluation , IT adoption , Mobile and wireless information technologies , organizational processes

Document type: Article (English) Show Abstract

The use of Mobile and Wireless Information Technologies (MWIT) for provisioning public services by a government is a relatively recent phenomenon. This paper evaluates the results of MWIT adoption by IBGE (The Brazilian Institute of Geography and Statistics) through a case study. In 2007, IBGE applied 82,000 mobile devices (PDAs) for data gathering in a census operation in Brazil. A set of challenges for a large scale application of MWIT required intensive work involving innovative working practices and service goals. The case reveals a set of outputs of this process, such as time and cost reductions in service provision, improved information quality, staff training and increased organizational effectiveness and agility.

Interaction between information systems and work in the Brazilian banking sector

ID: 1868

Authors: Elaine Tavares, Hermano Roberto Thiry Cherques.

Source: Revista de Administração de Empresas, v. 51, n. 1, p. 84-97, January-February, 2011. 14 page(s).

Keyword: banks , humanization of systems , incorporation of technical aspects in work , Interaction between work and information systems , structure of reciprocal conversion

Document type: Article (English) Show Abstract

This article presents the results of a research to understand the conditions of interaction between work and three specific information systems (ISs) used in the Brazilian banking sector. We sought to understand how systems are redesigned in work practices, and how work is modified by the insertion of new systems. Data gathering included 46 semi-structured interviews, together with an analysis of system-related documents. We tried to identify what is behind the practices that modify the ISs and work. The data analysis revealed an operating structure: a combination of different practices ensuring that the interaction between agents and systems will take place. We discovered a structure of reciprocal conversion caused by the increased technical skills of the agent and the humanization of the systems. It is through ongoing adjustment between work and ISs that technology is tailored to the context and people become more prepared to handle with technology.

Sociedade da informação, capitalismo e sociedade civil: reflexões sobre política, internet e democracia na realidade brasileira

ID: 2143

Authors: José Antonio Gomes de Pinho.

Source: Revista de Administração de Empresas, v. 51, n. 1, p. 98-106, January-February, 2011. 9 page(s).

Document type: Article (Portuguese)

O sucesso da tecnologia bancária brasileira

ID: 2144

Authors: Marcos Bader.

Source: Revista de Administração de Empresas, v. 51, n. 1, p. 107-108, January-February, 2011. 2 page(s).

Document type: Book Review (Portuguese)

Tecnologias Sociais

ID: 2140

Authors: Tania P. Christopoulos.

Source: Revista de Administração de Empresas, v. 51, n. 1, p. 109-109, January-February, 2011. 1 page(s).

Document type: Bibliographical Note (Portuguese)

Networks and technologies

ID: 9570

Authors: Eric van Heck.

Source: Revista de Administração de Empresas, v. 51, n. 1, p. 110-110, January-February, 2011. 1 page(s).

Document type: Bibliographical Note (English)

Índice / Autor

ID: 2141

Authors: Revista de Administração de Empresas - RAE.

Source: Revista de Administração de Empresas, v. 51, n. 1, p. 111-118, January-February, 2011. 8 page(s).

Document type: Other (Portuguese)

Informações Editoriais

ID: 2142

Authors: Revista de Administração de Empresas - RAE.

Source: Revista de Administração de Empresas, v. 51, n. 1, p. 119-125, January-February, 2011. 7 page(s).

Document type: Other (Portuguese)