This book offers readers a comprehensive guide to the evolution of the database field from its earliest stages up to the present-and from classical relational database management systems to the current Big Data metaphor. In particular, it gathers the most significant research from the Italian database community that had relevant intersections with international projects. Big Data technology is currently dominating both the market and research. The book provides readers with a broad overview of key research efforts in modelling, querying and analysing data, which, over the last few decades, have became massive and heterogeneous areas.

1 2 D. Avison andS. Conger Wewerehonoredtobeaskedtoopenthe5thConferenceoftheItalianChapterof theAssociationforInformationSystems(ItAIS)inPariswhichtookplaceovertwo daysinDecember2008. Thegoalofthechapteristopromotetheexchangeof ideas,experiences,andknowledgeamongscholarsandprofessionalsengagedin thedevelopment,management,anduseofinformationandcommunicationss- temsandtechnology. Thisconferencewasoneofaround30conferences,consortia andworkshopsthattookplaceimmediatelybeforetheInternationalConferencein InformationSystems(ICIS2008). AsPresidentoftheAISandtheVice-PresidentAISforChaptersandSpecial InterestGroups,wewereparticularlydelightedtoparticipateastheItalianChapter oftheAIShasprovensosuccessful. Howeverwewerenotreadyfortheexcellent attendance and outstanding presentations that are re?ected in this volume that represents the best of the conference. Further, the conference highlighted both researchandpractice. Toooften,conferencesinISdonotevidencetheimpactof research on practice. The conference chairs, Alessandro D'Atri and Domenico ' Sacca,alongwiththeorganizingandprogramcommittees,deserveourgratitude forthesuccessoftheeventandtheexcellenceofthisvolume. TheconferencetracksthatincludedE-ServicesinPublicandPrivateSectors, Governance,MetricsandEconomicsofIT,InformationandKnowledgeMana- ment,ISDevelopmentandDesignMethodologies,ISTheoryandResearchMe- odologies,LegalandethicalaspectsofIS,NewthemesandfrontiersinISStudies, Organizational change and Impact of IT, Human Computer Interaction and the StrategicroleofIS,notonlyprovideacrosssectionofItalianresearchinISbut researchinISmoregenerally. Itiscommonthatourresearchinformsourcla- rooms,andifthisconferenceisanyevidence,ItalianITprogramsshould?ourish. ItisimportantfortheAISthatregionalandcountrygroupsarefosteredandgrow asthishelpstoensurethatthedisciplinedevelopsnewideasandisin?uencedby diverseresearchandscholarshipcontributions. TheItalianchapterisamodelfor 1 PresidentoftheAIS2008-2009,ESSECBusinessSchool,France,avi-son@essec. fr 2 AISVicePresidentSIGsandChapters2007-2010,UniversityofDallas,USA,sconger@aol. com v vi Foreword chaptersuccessandwehopetheItalianchaptercanhelpleadthewayindeveloping regionalgroupsaswell. Inexaminingthisvolume,thereadermightaskwhether thereissomethingdifferentaboutItalianresearchand,moregenerally,research fromtheMediterraneanarea(thereisafourthMediterraneanConferenceinInf- mationSystems(MCIS)inAthensinOctober2009). Thisvolumeofpapersisa goodplacetostartansweringthatquestion. Contents Introduction...1 AlessandroD'1 2 D. Avison andS. Conger Wewerehonoredtobeaskedtoopenthe5thConferenceoftheItalianChapterof theAssociationforInformationSystems(ItAIS)inPariswhichtookplaceovertwo daysinDecember2008. Thegoalofthechapteristopromotetheexchangeof ideas,experiences,andknowledgeamongscholarsandprofessionalsengagedin thedevelopment,management,anduseofinformationandcommunicationss- temsandtechnology. Thisconferencewasoneofaround30conferences,consortia andworkshopsthattookplaceimmediatelybeforetheInternationalConferencein InformationSystems(ICIS2008). AsPresidentoftheAISandtheVice-PresidentAISforChaptersandSpecial InterestGroups,wewereparticularlydelightedtoparticipateastheItalianChapter oftheAIShasprovensosuccessful. Howeverwewerenotreadyfortheexcellent attendance and outstanding presentations that are re?ected in this volume that represents the best of the conference. Further, the conference highlighted both researchandpractice. Toooften,conferencesinISdonotevidencetheimpactof research on practice. The conference chairs, Alessandro D'Atri and Domenico ' Sacca,alongwiththeorganizingandprogramcommittees,deserveourgratitude forthesuccessoftheeventandtheexcellenceofthisvolume. TheconferencetracksthatincludedE-ServicesinPublicandPrivateSectors, Governance,MetricsandEconomicsofIT,InformationandKnowledgeMana- ment,ISDevelopmentandDesignMethodologies,ISTheoryandResearchMe- odologies,LegalandethicalaspectsofIS,NewthemesandfrontiersinISStudies, Organizational change and Impact of IT, Human Computer Interaction and the StrategicroleofIS,notonlyprovideacrosssectionofItalianresearchinISbut researchinISmoregenerally. Itiscommonthatourresearchinformsourcla- rooms,andifthisconferenceisanyevidence,ItalianITprogramsshould?ourish. ItisimportantfortheAISthatregionalandcountrygroupsarefosteredandgrow asthishelpstoensurethatthedisciplinedevelopsnewideasandisin?uencedby diverseresearchandscholarshipcontributions. TheItalianchapterisamodelfor 1 PresidentoftheAIS2008-2009,ESSECBusinessSchool,France,avi-son@essec. fr 2 AISVicePresidentSIGsandChapters2007-2010,UniversityofDallas,USA,sconger@aol. com v vi Foreword chaptersuccessandwehopetheItalianchaptercanhelpleadthewayindeveloping regionalgroupsaswell. Inexaminingthisvolume,thereadermightaskwhether thereissomethingdifferentaboutItalianresearchand,moregenerally,research fromtheMediterraneanarea(thereisafourthMediterraneanConferenceinInf- mationSystems(MCIS)inAthensinOctober2009). Thisvolumeofpapersisa goodplacetostartansweringthatquestion. Contents Introduction...1 AlessandroD'AtriandDomenicoSacca' PartI E-ServicesinPublicandPrivateSectors InformationTechnology,MarketingandOrganizationalFactor inCorporatee-banking:AQualitativeResearch ...7 DanielaPettinao TheRoleofCustomerInvolvementinLibraryE?services ...15 AdaScupolaandHanneWesthNicolajsen TechnologyasaToolofTransformation:e-Cities andtheRuleofLaw ...23 JohnM. EgerandAndreaMaggipinto UserRealitiesandtheFutureofe-governmentServices ...31 KonstadinosKutsikosandGerasimosKontos TheUseofWebServicesforInclusiveDecisionProcess: TowardstheEnhancementofe-Democracy ...39 FrancescaCabiddu TheChallengesofe-governmentEvaluation ...49 MaddalenaSorrentino IntegrationofDifferentOrganizationsandStakeholders inE-servicesDesignandImplementation:theCase oftheSpiderCard ...5 7 MariaChiaraDiGuardoandIoneZuccarello vii viii Contents B2GElectronicInvoicingasEnforcedHighImpact Service:OpenIssues...65 PietroLucaAgostiniandRaffaellaNaggi NetworkOutcomeasTriggerfortheEvolutionofaDesign Network:CoordinationProcessesBetweenActors andObjects...73 FrancescoBoliciandFrancescoVirili GovernanceandOrganizationalAspectsofanExperimental GroupwareintheItalianPublicAdministrationtoSupport Multi-InstitutionalPartnerships...81 NunzioCasalinoandMauroDraoli BusinessProcessModellingWithintheCycleofContinuous Improvement ...91 LindaPacicco,AurelioRavarini,andFedericoPigni InformationExtractionfromMultimediaDocuments fore-GovernmentApplications...101 F. Amato,A. Mazzeo,V. Moscato,andA. Picariello PartII Governance,MetricsandEconomicsofIT OperationsStrategyofSmallSoftwareFirmsUsingOpen SourceSoftware...111 BernhardGlatt,AlbertoSillitti,andGiancarloSucci ITValueinPublicAdministrations:AModelProposal fore-Procurement ...121 AlessioMariaBracciniandTommasoFederici ValueAssessmentofEnterpriseContentManagement Systems:AProcess-OrientedApproach ...131 J. vomBrocke,A. Simons,C. Sonnenberg,P. L. Agostini,andA. Zardini AMaintenanceMetricModelforOpenSourceGovernance ...1 39 PasqualeArdimento,GiovanniBruno,DaniloCaivano,andMartaCimitile KeyPerformanceIndicatorstoRelateKnowledge GovernancewithKnowledgeProcess ...147 P. Ardimento,M. T. Baldassarre,M. Cimitile,andG. Mastelloni Contents ix MeasuringDataQualityWhenApplyingDataSwappingand Perturbation...157 G. CanforaandC. A. Visaggio VirtualEnterpriseTransactions:ACostModel ...165 A. D'1 2 D. Avison andS. Conger Wewerehonoredtobeaskedtoopenthe5thConferenceoftheItalianChapterof theAssociationforInformationSystems(ItAIS)inPariswhichtookplaceovertwo daysinDecember2008. Thegoalofthechapteristopromotetheexchangeof ideas,experiences,andknowledgeamongscholarsandprofessionalsengagedin thedevelopment,management,anduseofinformationandcommunicationss- temsandtechnology. Thisconferencewasoneofaround30conferences,consortia andworkshopsthattookplaceimmediatelybeforetheInternationalConferencein InformationSystems(ICIS2008). AsPresidentoftheAISandtheVice-PresidentAISforChaptersandSpecial InterestGroups,wewereparticularlydelightedtoparticipateastheItalianChapter oftheAIShasprovensosuccessful. Howeverwewerenotreadyfortheexcellent attendance and outstanding presentations that are re?ected in this volume that represents the best of the conference. Further, the conference highlighted both researchandpractice. Toooften,conferencesinISdonotevidencetheimpactof research on practice. The conference chairs, Alessandro D'Atri and Domenico ' Sacca,alongwiththeorganizingandprogramcommittees,deserveourgratitude forthesuccessoftheeventandtheexcellenceofthisvolume. TheconferencetracksthatincludedE-ServicesinPublicandPrivateSectors, Governance,MetricsandEconomicsofIT,InformationandKnowledgeMana- ment,ISDevelopmentandDesignMethodologies,ISTheoryandResearchMe- odologies,LegalandethicalaspectsofIS,NewthemesandfrontiersinISStudies, Organizational change and Impact of IT, Human Computer Interaction and the StrategicroleofIS,notonlyprovideacrosssectionofItalianresearchinISbut researchinISmoregenerally. Itiscommonthatourresearchinformsourcla- rooms,andifthisconferenceisanyevidence,ItalianITprogramsshould?ourish. ItisimportantfortheAISthatregionalandcountrygroupsarefosteredandgrow asthishelpstoensurethatthedisciplinedevelopsnewideasandisin?uencedby diverseresearchandscholarshipcontributions. TheItalianchapterisamodelfor 1 PresidentoftheAIS2008-2009,ESSECBusinessSchool,France,avi-son@essec. fr 2 AISVicePresidentSIGsandChapters2007-2010,UniversityofDallas,USA,sconger@aol. com v vi Foreword chaptersuccessandwehopetheItalianchaptercanhelpleadthewayindeveloping regionalgroupsaswell. Inexaminingthisvolume,thereadermightaskwhether thereissomethingdifferentaboutItalianresearchand,moregenerally,research fromtheMediterraneanarea(thereisafourthMediterraneanConferenceinInf- mationSystems(MCIS)inAthensinOctober2009). Thisvolumeofpapersisa goodplacetostartansweringthatquestion. Contents Introduction...1 AlessandroD'AtriandDomenicoSacca' PartI E-ServicesinPublicandPrivateSectors InformationTechnology,MarketingandOrganizationalFactor inCorporatee-banking:AQualitativeResearch ...7 DanielaPettinao TheRoleofCustomerInvolvementinLibraryE?services ...15 AdaScupolaandHanneWesthNicolajsen TechnologyasaToolofTransformation:e-Cities andtheRuleofLaw ...23 JohnM. EgerandAndreaMaggipinto UserRealitiesandtheFutureofe-governmentServices ...31 KonstadinosKutsikosandGerasimosKontos TheUseofWebServicesforInclusiveDecisionProcess: TowardstheEnhancementofe-Democracy ...39 FrancescaCabiddu TheChallengesofe-governmentEvaluation ...49 MaddalenaSorrentino IntegrationofDifferentOrganizationsandStakeholders inE-servicesDesignandImplementation:theCase oftheSpiderCard ...5 7 MariaChiaraDiGuardoandIoneZuccarello vii viii Contents B2GElectronicInvoicingasEnforcedHighImpact Service:OpenIssues...65 PietroLucaAgostiniandRaffaellaNaggi NetworkOutcomeasTriggerfortheEvolutionofaDesign Network:CoordinationProcessesBetweenActors andObjects...73 FrancescoBoliciandFrancescoVirili GovernanceandOrganizationalAspectsofanExperimental GroupwareintheItalianPublicAdministrationtoSupport Multi-InstitutionalPartnerships...81 NunzioCasalinoandMauroDraoli BusinessProcessModellingWithintheCycleofContinuous Improvement ...91 LindaPacicco,AurelioRavarini,andFedericoPigni InformationExtractionfromMultimediaDocuments fore-GovernmentApplications...101 F. Amato,A. Mazzeo,V. Moscato,andA. Picariello PartII Governance,MetricsandEconomicsofIT OperationsStrategyofSmallSoftwareFirmsUsingOpen SourceSoftware...111 BernhardGlatt,AlbertoSillitti,andGiancarloSucci ITValueinPublicAdministrations:AModelProposal fore-Procurement ...121 AlessioMariaBracciniandTommasoFederici ValueAssessmentofEnterpriseContentManagement Systems:AProcess-OrientedApproach ...131 J. vomBrocke,A. Simons,C. Sonnenberg,P. L. Agostini,andA. Zardini AMaintenanceMetricModelforOpenSourceGovernance ...1 39 PasqualeArdimento,GiovanniBruno,DaniloCaivano,andMartaCimitile KeyPerformanceIndicatorstoRelateKnowledge GovernancewithKnowledgeProcess ...147 P. Ardimento,M. T. Baldassarre,M. Cimitile,andG. Mastelloni Contents ix MeasuringDataQualityWhenApplyingDataSwappingand Perturbation...157 G. CanforaandC. A. Visaggio VirtualEnterpriseTransactions:ACostModel ...165 A. D'AtriandDomenicoSacca' PartI E-ServicesinPublicandPrivateSectors InformationTechnology,MarketingandOrganizationalFactor inCorporatee-banking:AQualitativeResearch ...7 DanielaPettinao TheRoleofCustomerInvolvementinLibraryE?services ...15 AdaScupolaandHanneWesthNicolajsen TechnologyasaToolofTransformation:e-Cities andtheRuleofLaw ...23 JohnM. EgerandAndreaMaggipinto UserRealitiesandtheFutureofe-governmentServices ...31 KonstadinosKutsikosandGerasimosKontos TheUseofWebServicesforInclusiveDecisionProcess: TowardstheEnhancementofe-Democracy ...39 FrancescaCabiddu TheChallengesofe-governmentEvaluation ...49 MaddalenaSorrentino IntegrationofDifferentOrganizationsandStakeholders inE-servicesDesignandImplementation:theCase oftheSpiderCard ...5 7 MariaChiaraDiGuardoandIoneZuccarello vii viii Contents B2GElectronicInvoicingasEnforcedHighImpact Service:OpenIssues...65 PietroLucaAgostiniandRaffaellaNaggi NetworkOutcomeasTriggerfortheEvolutionofaDesign Network:CoordinationProcessesBetweenActors andObjects...73 FrancescoBoliciandFrancescoVirili GovernanceandOrganizationalAspectsofanExperimental GroupwareintheItalianPublicAdministrationtoSupport Multi-InstitutionalPartnerships...81 NunzioCasalinoandMauroDraoli BusinessProcessModellingWithintheCycleofContinuous Improvement ...91 LindaPacicco,AurelioRavarini,andFedericoPigni InformationExtractionfromMultimediaDocuments fore-GovernmentApplications...101 F. Amato,A. Mazzeo,V. Moscato,andA. Picariello PartII Governance,MetricsandEconomicsofIT OperationsStrategyofSmallSoftwareFirmsUsingOpen SourceSoftware...111 BernhardGlatt,AlbertoSillitti,andGiancarloSucci ITValueinPublicAdministrations:AModelProposal fore-Procurement ...121 AlessioMariaBracciniandTommasoFederici ValueAssessmentofEnterpriseContentManagement Systems:AProcess-OrientedApproach ...131 J. vomBrocke,A. Simons,C. Sonnenberg,P. L. Agostini,andA. Zardini AMaintenanceMetricModelforOpenSourceGovernance ...1 39 PasqualeArdimento,GiovanniBruno,DaniloCaivano,andMartaCimitile KeyPerformanceIndicatorstoRelateKnowledge GovernancewithKnowledgeProcess ...147 P. Ardimento,M. T. Baldassarre,M. Cimitile,andG. Mastelloni Contents ix MeasuringDataQualityWhenApplyingDataSwappingand Perturbation...157 G. CanforaandC. A. Visaggio VirtualEnterpriseTransactions:ACostModel ...165 A. D'AtriandA. Motro PartIII InformationandKnowledgeManagement EffectiveStorageofSemanticWebData...177 RobertoDeVirgilio,PierluigiDelNostro,GiorgioGianforme, StefanoPaolozzi,andRiccardoTorlone AReferenceArchitectureforSemanticKnowledge Coordination ...185 S. Castano,A. Ferrara,andS. Montanelli Service-BasedNetworkedCollaboration...195 DevisBianchini,ValeriaDeAntonellis,andMicheleMelchiori HowtoExploitDataMiningWithoutBecomingAwareofit ...203 N. Ciaramella,andA. Albano AMethodologicalApproachtoEnableCooperative ProcessDesignThroughWebServices...211 D. Bianchini,C. Cappiello,V. DeAntonellis,andB. Pernici TowardanEffectiveandEf?cientQueryProcessing intheNeP4BProject ...

This book offers readers a comprehensive guide to the evolution of the database field from its earliest stages up to the present-and from classical relational database management systems to the current Big Data metaphor. In particular, it gathers the most significant research from the Italian database community that had relevant intersections with international projects. Big Data technology is currently dominating both the market and research. The book provides readers with a broad overview of key research efforts in modelling, querying and analysing data, which, over the last few decades, have became massive and heterogeneous areas.

1 2 D. Avison andS. Conger Wewerehonoredtobeaskedtoopenthe5thConferenceoftheItalianChapterof theAssociationforInformationSystems(ItAIS)inPariswhichtookplaceovertwo daysinDecember2008. Thegoalofthechapteristopromotetheexchangeof ideas,experiences,andknowledgeamongscholarsandprofessionalsengagedin thedevelopment,management,anduseofinformationandcommunicationss- temsandtechnology. Thisconferencewasoneofaround30conferences,consortia andworkshopsthattookplaceimmediatelybeforetheInternationalConferencein InformationSystems(ICIS2008). AsPresidentoftheAISandtheVice-PresidentAISforChaptersandSpecial InterestGroups,wewereparticularlydelightedtoparticipateastheItalianChapter oftheAIShasprovensosuccessful. Howeverwewerenotreadyfortheexcellent attendance and outstanding presentations that are re?ected in this volume that represents the best of the conference. Further, the conference highlighted both researchandpractice. Toooften,conferencesinISdonotevidencetheimpactof research on practice. The conference chairs, Alessandro D'Atri and Domenico ' Sacca,alongwiththeorganizingandprogramcommittees,deserveourgratitude forthesuccessoftheeventandtheexcellenceofthisvolume. TheconferencetracksthatincludedE-ServicesinPublicandPrivateSectors, Governance,MetricsandEconomicsofIT,InformationandKnowledgeMana- ment,ISDevelopmentandDesignMethodologies,ISTheoryandResearchMe- odologies,LegalandethicalaspectsofIS,NewthemesandfrontiersinISStudies, Organizational change and Impact of IT, Human Computer Interaction and the StrategicroleofIS,notonlyprovideacrosssectionofItalianresearchinISbut researchinISmoregenerally. Itiscommonthatourresearchinformsourcla- rooms,andifthisconferenceisanyevidence,ItalianITprogramsshould?ourish. ItisimportantfortheAISthatregionalandcountrygroupsarefosteredandgrow asthishelpstoensurethatthedisciplinedevelopsnewideasandisin?uencedby diverseresearchandscholarshipcontributions. TheItalianchapterisamodelfor 1 PresidentoftheAIS2008-2009,ESSECBusinessSchool,France,avi-son@essec. fr 2 AISVicePresidentSIGsandChapters2007-2010,UniversityofDallas,USA,sconger@aol. com v vi Foreword chaptersuccessandwehopetheItalianchaptercanhelpleadthewayindeveloping regionalgroupsaswell. Inexaminingthisvolume,thereadermightaskwhether thereissomethingdifferentaboutItalianresearchand,moregenerally,research fromtheMediterraneanarea(thereisafourthMediterraneanConferenceinInf- mationSystems(MCIS)inAthensinOctober2009). Thisvolumeofpapersisa goodplacetostartansweringthatquestion. Contents Introduction...1 AlessandroD'1 2 D. Avison andS. Conger Wewerehonoredtobeaskedtoopenthe5thConferenceoftheItalianChapterof theAssociationforInformationSystems(ItAIS)inPariswhichtookplaceovertwo daysinDecember2008. Thegoalofthechapteristopromotetheexchangeof ideas,experiences,andknowledgeamongscholarsandprofessionalsengagedin thedevelopment,management,anduseofinformationandcommunicationss- temsandtechnology. Thisconferencewasoneofaround30conferences,consortia andworkshopsthattookplaceimmediatelybeforetheInternationalConferencein InformationSystems(ICIS2008). AsPresidentoftheAISandtheVice-PresidentAISforChaptersandSpecial InterestGroups,wewereparticularlydelightedtoparticipateastheItalianChapter oftheAIShasprovensosuccessful. Howeverwewerenotreadyfortheexcellent attendance and outstanding presentations that are re?ected in this volume that represents the best of the conference. Further, the conference highlighted both researchandpractice. Toooften,conferencesinISdonotevidencetheimpactof research on practice. The conference chairs, Alessandro D'Atri and Domenico ' Sacca,alongwiththeorganizingandprogramcommittees,deserveourgratitude forthesuccessoftheeventandtheexcellenceofthisvolume. TheconferencetracksthatincludedE-ServicesinPublicandPrivateSectors, Governance,MetricsandEconomicsofIT,InformationandKnowledgeMana- ment,ISDevelopmentandDesignMethodologies,ISTheoryandResearchMe- odologies,LegalandethicalaspectsofIS,NewthemesandfrontiersinISStudies, Organizational change and Impact of IT, Human Computer Interaction and the StrategicroleofIS,notonlyprovideacrosssectionofItalianresearchinISbut researchinISmoregenerally. Itiscommonthatourresearchinformsourcla- rooms,andifthisconferenceisanyevidence,ItalianITprogramsshould?ourish. ItisimportantfortheAISthatregionalandcountrygroupsarefosteredandgrow asthishelpstoensurethatthedisciplinedevelopsnewideasandisin?uencedby diverseresearchandscholarshipcontributions. TheItalianchapterisamodelfor 1 PresidentoftheAIS2008-2009,ESSECBusinessSchool,France,avi-son@essec. fr 2 AISVicePresidentSIGsandChapters2007-2010,UniversityofDallas,USA,sconger@aol. com v vi Foreword chaptersuccessandwehopetheItalianchaptercanhelpleadthewayindeveloping regionalgroupsaswell. Inexaminingthisvolume,thereadermightaskwhether thereissomethingdifferentaboutItalianresearchand,moregenerally,research fromtheMediterraneanarea(thereisafourthMediterraneanConferenceinInf- mationSystems(MCIS)inAthensinOctober2009). Thisvolumeofpapersisa goodplacetostartansweringthatquestion. Contents Introduction...1 AlessandroD'AtriandDomenicoSacca' PartI E-ServicesinPublicandPrivateSectors InformationTechnology,MarketingandOrganizationalFactor inCorporatee-banking:AQualitativeResearch ...7 DanielaPettinao TheRoleofCustomerInvolvementinLibraryE?services ...15 AdaScupolaandHanneWesthNicolajsen TechnologyasaToolofTransformation:e-Cities andtheRuleofLaw ...23 JohnM. EgerandAndreaMaggipinto UserRealitiesandtheFutureofe-governmentServices ...31 KonstadinosKutsikosandGerasimosKontos TheUseofWebServicesforInclusiveDecisionProcess: TowardstheEnhancementofe-Democracy ...39 FrancescaCabiddu TheChallengesofe-governmentEvaluation ...49 MaddalenaSorrentino IntegrationofDifferentOrganizationsandStakeholders inE-servicesDesignandImplementation:theCase oftheSpiderCard ...5 7 MariaChiaraDiGuardoandIoneZuccarello vii viii Contents B2GElectronicInvoicingasEnforcedHighImpact Service:OpenIssues...65 PietroLucaAgostiniandRaffaellaNaggi NetworkOutcomeasTriggerfortheEvolutionofaDesign Network:CoordinationProcessesBetweenActors andObjects...73 FrancescoBoliciandFrancescoVirili GovernanceandOrganizationalAspectsofanExperimental GroupwareintheItalianPublicAdministrationtoSupport Multi-InstitutionalPartnerships...81 NunzioCasalinoandMauroDraoli BusinessProcessModellingWithintheCycleofContinuous Improvement ...91 LindaPacicco,AurelioRavarini,andFedericoPigni InformationExtractionfromMultimediaDocuments fore-GovernmentApplications...101 F. Amato,A. Mazzeo,V. Moscato,andA. Picariello PartII Governance,MetricsandEconomicsofIT OperationsStrategyofSmallSoftwareFirmsUsingOpen SourceSoftware...111 BernhardGlatt,AlbertoSillitti,andGiancarloSucci ITValueinPublicAdministrations:AModelProposal fore-Procurement ...121 AlessioMariaBracciniandTommasoFederici ValueAssessmentofEnterpriseContentManagement Systems:AProcess-OrientedApproach ...131 J. vomBrocke,A. Simons,C. Sonnenberg,P. L. Agostini,andA. Zardini AMaintenanceMetricModelforOpenSourceGovernance ...1 39 PasqualeArdimento,GiovanniBruno,DaniloCaivano,andMartaCimitile KeyPerformanceIndicatorstoRelateKnowledge GovernancewithKnowledgeProcess ...147 P. Ardimento,M. T. Baldassarre,M. Cimitile,andG. Mastelloni Contents ix MeasuringDataQualityWhenApplyingDataSwappingand Perturbation...157 G. CanforaandC. A. Visaggio VirtualEnterpriseTransactions:ACostModel ...165 A. D'1 2 D. Avison andS. Conger Wewerehonoredtobeaskedtoopenthe5thConferenceoftheItalianChapterof theAssociationforInformationSystems(ItAIS)inPariswhichtookplaceovertwo daysinDecember2008. Thegoalofthechapteristopromotetheexchangeof ideas,experiences,andknowledgeamongscholarsandprofessionalsengagedin thedevelopment,management,anduseofinformationandcommunicationss- temsandtechnology. Thisconferencewasoneofaround30conferences,consortia andworkshopsthattookplaceimmediatelybeforetheInternationalConferencein InformationSystems(ICIS2008). AsPresidentoftheAISandtheVice-PresidentAISforChaptersandSpecial InterestGroups,wewereparticularlydelightedtoparticipateastheItalianChapter oftheAIShasprovensosuccessful. Howeverwewerenotreadyfortheexcellent attendance and outstanding presentations that are re?ected in this volume that represents the best of the conference. Further, the conference highlighted both researchandpractice. Toooften,conferencesinISdonotevidencetheimpactof research on practice. The conference chairs, Alessandro D'Atri and Domenico ' Sacca,alongwiththeorganizingandprogramcommittees,deserveourgratitude forthesuccessoftheeventandtheexcellenceofthisvolume. TheconferencetracksthatincludedE-ServicesinPublicandPrivateSectors, Governance,MetricsandEconomicsofIT,InformationandKnowledgeMana- ment,ISDevelopmentandDesignMethodologies,ISTheoryandResearchMe- odologies,LegalandethicalaspectsofIS,NewthemesandfrontiersinISStudies, Organizational change and Impact of IT, Human Computer Interaction and the StrategicroleofIS,notonlyprovideacrosssectionofItalianresearchinISbut researchinISmoregenerally. Itiscommonthatourresearchinformsourcla- rooms,andifthisconferenceisanyevidence,ItalianITprogramsshould?ourish. ItisimportantfortheAISthatregionalandcountrygroupsarefosteredandgrow asthishelpstoensurethatthedisciplinedevelopsnewideasandisin?uencedby diverseresearchandscholarshipcontributions. TheItalianchapterisamodelfor 1 PresidentoftheAIS2008-2009,ESSECBusinessSchool,France,avi-son@essec. fr 2 AISVicePresidentSIGsandChapters2007-2010,UniversityofDallas,USA,sconger@aol. com v vi Foreword chaptersuccessandwehopetheItalianchaptercanhelpleadthewayindeveloping regionalgroupsaswell. Inexaminingthisvolume,thereadermightaskwhether thereissomethingdifferentaboutItalianresearchand,moregenerally,research fromtheMediterraneanarea(thereisafourthMediterraneanConferenceinInf- mationSystems(MCIS)inAthensinOctober2009). Thisvolumeofpapersisa goodplacetostartansweringthatquestion. Contents Introduction...1 AlessandroD'AtriandDomenicoSacca' PartI E-ServicesinPublicandPrivateSectors InformationTechnology,MarketingandOrganizationalFactor inCorporatee-banking:AQualitativeResearch ...7 DanielaPettinao TheRoleofCustomerInvolvementinLibraryE?services ...15 AdaScupolaandHanneWesthNicolajsen TechnologyasaToolofTransformation:e-Cities andtheRuleofLaw ...23 JohnM. EgerandAndreaMaggipinto UserRealitiesandtheFutureofe-governmentServices ...31 KonstadinosKutsikosandGerasimosKontos TheUseofWebServicesforInclusiveDecisionProcess: TowardstheEnhancementofe-Democracy ...39 FrancescaCabiddu TheChallengesofe-governmentEvaluation ...49 MaddalenaSorrentino IntegrationofDifferentOrganizationsandStakeholders inE-servicesDesignandImplementation:theCase oftheSpiderCard ...5 7 MariaChiaraDiGuardoandIoneZuccarello vii viii Contents B2GElectronicInvoicingasEnforcedHighImpact Service:OpenIssues...65 PietroLucaAgostiniandRaffaellaNaggi NetworkOutcomeasTriggerfortheEvolutionofaDesign Network:CoordinationProcessesBetweenActors andObjects...73 FrancescoBoliciandFrancescoVirili GovernanceandOrganizationalAspectsofanExperimental GroupwareintheItalianPublicAdministrationtoSupport Multi-InstitutionalPartnerships...81 NunzioCasalinoandMauroDraoli BusinessProcessModellingWithintheCycleofContinuous Improvement ...91 LindaPacicco,AurelioRavarini,andFedericoPigni InformationExtractionfromMultimediaDocuments fore-GovernmentApplications...101 F. Amato,A. Mazzeo,V. Moscato,andA. Picariello PartII Governance,MetricsandEconomicsofIT OperationsStrategyofSmallSoftwareFirmsUsingOpen SourceSoftware...111 BernhardGlatt,AlbertoSillitti,andGiancarloSucci ITValueinPublicAdministrations:AModelProposal fore-Procurement ...121 AlessioMariaBracciniandTommasoFederici ValueAssessmentofEnterpriseContentManagement Systems:AProcess-OrientedApproach ...131 J. vomBrocke,A. Simons,C. Sonnenberg,P. L. Agostini,andA. Zardini AMaintenanceMetricModelforOpenSourceGovernance ...1 39 PasqualeArdimento,GiovanniBruno,DaniloCaivano,andMartaCimitile KeyPerformanceIndicatorstoRelateKnowledge GovernancewithKnowledgeProcess ...147 P. Ardimento,M. T. Baldassarre,M. Cimitile,andG. Mastelloni Contents ix MeasuringDataQualityWhenApplyingDataSwappingand Perturbation...157 G. CanforaandC. A. Visaggio VirtualEnterpriseTransactions:ACostModel ...165 A. D'AtriandDomenicoSacca' PartI E-ServicesinPublicandPrivateSectors InformationTechnology,MarketingandOrganizationalFactor inCorporatee-banking:AQualitativeResearch ...7 DanielaPettinao TheRoleofCustomerInvolvementinLibraryE?services ...15 AdaScupolaandHanneWesthNicolajsen TechnologyasaToolofTransformation:e-Cities andtheRuleofLaw ...23 JohnM. EgerandAndreaMaggipinto UserRealitiesandtheFutureofe-governmentServices ...31 KonstadinosKutsikosandGerasimosKontos TheUseofWebServicesforInclusiveDecisionProcess: TowardstheEnhancementofe-Democracy ...39 FrancescaCabiddu TheChallengesofe-governmentEvaluation ...49 MaddalenaSorrentino IntegrationofDifferentOrganizationsandStakeholders inE-servicesDesignandImplementation:theCase oftheSpiderCard ...5 7 MariaChiaraDiGuardoandIoneZuccarello vii viii Contents B2GElectronicInvoicingasEnforcedHighImpact Service:OpenIssues...65 PietroLucaAgostiniandRaffaellaNaggi NetworkOutcomeasTriggerfortheEvolutionofaDesign Network:CoordinationProcessesBetweenActors andObjects...73 FrancescoBoliciandFrancescoVirili GovernanceandOrganizationalAspectsofanExperimental GroupwareintheItalianPublicAdministrationtoSupport Multi-InstitutionalPartnerships...81 NunzioCasalinoandMauroDraoli BusinessProcessModellingWithintheCycleofContinuous Improvement ...91 LindaPacicco,AurelioRavarini,andFedericoPigni InformationExtractionfromMultimediaDocuments fore-GovernmentApplications...101 F. Amato,A. Mazzeo,V. Moscato,andA. Picariello PartII Governance,MetricsandEconomicsofIT OperationsStrategyofSmallSoftwareFirmsUsingOpen SourceSoftware...111 BernhardGlatt,AlbertoSillitti,andGiancarloSucci ITValueinPublicAdministrations:AModelProposal fore-Procurement ...121 AlessioMariaBracciniandTommasoFederici ValueAssessmentofEnterpriseContentManagement Systems:AProcess-OrientedApproach ...131 J. vomBrocke,A. Simons,C. Sonnenberg,P. L. Agostini,andA. Zardini AMaintenanceMetricModelforOpenSourceGovernance ...1 39 PasqualeArdimento,GiovanniBruno,DaniloCaivano,andMartaCimitile KeyPerformanceIndicatorstoRelateKnowledge GovernancewithKnowledgeProcess ...147 P. Ardimento,M. T. Baldassarre,M. Cimitile,andG. Mastelloni Contents ix MeasuringDataQualityWhenApplyingDataSwappingand Perturbation...157 G. CanforaandC. A. Visaggio VirtualEnterpriseTransactions:ACostModel ...165 A. D'AtriandA. Motro PartIII InformationandKnowledgeManagement EffectiveStorageofSemanticWebData...177 RobertoDeVirgilio,PierluigiDelNostro,GiorgioGianforme, StefanoPaolozzi,andRiccardoTorlone AReferenceArchitectureforSemanticKnowledge Coordination ...185 S. Castano,A. Ferrara,andS. Montanelli Service-BasedNetworkedCollaboration...195 DevisBianchini,ValeriaDeAntonellis,andMicheleMelchiori HowtoExploitDataMiningWithoutBecomingAwareofit ...203 N. Ciaramella,andA. Albano AMethodologicalApproachtoEnableCooperative ProcessDesignThroughWebServices...211 D. Bianchini,C. Cappiello,V. DeAntonellis,andB. Pernici TowardanEffectiveandEf?cientQueryProcessing intheNeP4BProject ...

This book constitutes the refereed proceedings of the 13th International Conference on Flexible Query Answering Systems, FQAS 2019, held in Amantea, Italy, in July 2019. The 27 full papers and 10 short papers presented were carefully reviewed and selected from 43 submissions. The papers present emerging research trends with a special focus on flexible querying and analytics for smart cities and smart societies in the age of big data. They are organized in the following topical sections: flexible database management and querying; ontologies and knowledge bases; social networks and social media; argumentation-based query answering; data mining and knowledge discovery; advanced flexible query answering methodologies and techniques; flexible query answering methods and techniques; flexible intelligent information-oriented and network-oriented approaches; big data veracity and soft computing; flexibility in tools; and systems and miscellanea.