1. Predicting ambulance diversion / Abey Kuruvilla and Suraj M. Alexander -- 2. Hybrid value creation in the sports industry: the case of a mobile sports companion as IT-supported product-service-bundle / Jan Marco Leimeister, Uta Knebel and Helmut Krcmar -- 3. Connect time limits and performance measures in a dial-up modem pool system / Paul F. Schikora, Michael R. Godfrey and Brian D. Neureuther -- 4. ICT usage by Greek accountants / Efstratios C. Emmanouilidis and Anastasios A. Economides -- 5. Exploring the adoption of technology driven services in the healthcare industry / Umit Topacan, A. Nuri Basoglu and Tugrul Daim -- 6. Temporal aspects of information technology use: increasing shift work effectiveness / Roslin V. Hauck, Sherry M. B. Thatcher and Suzanne P. Weisband -- 7. Implementation success model in government agencies: a case of a centralized identification system at NASA / Yair Levy and Theon L. Danet -- 8. SERREA: a semantic management system for retail real estate agencies / Ángel García-Crespo ... [et al.] -- 9. Mass customisation models for travel and tourism information e-services: interrelationships between systems design and customer value / Marianna Sigala -- 10. Technology fears: a study of e-commerce loyalty perception by Jordanian customers / Ahmad Khasawneh ... [et al.] -- 11. Predictive models in cybercrime investigation: an application of data mining techniques / A. S. N. Murthy, Vishnuprasad Nagadevara and Rahul De' --

12. Deploying new perspectives of network organizations for chronic diseases' integrated management / Isabella Bonacci and Oscar Tamburis -- 13. Marketing and reputation in the services sector: higher education in South Africa and Singapore / Johan De Jager and Werner Soontiens -- 14. Data mining in nonprofit organizations, government agencies, and other institutions / Zhongxian Wang ... [et al.] -- 15. Understanding expectations, perceptions and satisfaction levels of customers of military engineer services in India / Anand Parkash Bansal and Vishnuprasad Nagadevara -- 16. Service registry design: an information service approach / Lus̕ Ferreira Pires, Arjen van Oostrum and Fons Wijnhoven -- 17. Operational performance analysis of a public hospital laboratory / Kamrul Ahsan and Abdullahil Azeem -- 18. A mashup application to support complex decision making for retail consumers / Steven Walczak, Deborah L. Kellogg and Dawn G. Gregg -- 19. Using the critical incident technique to identify factors of service quality in online higher education / María J. Martínez-Argüelles, José M. Castán and Angel A. Juan.