The European Journal of Information Systems provides a distinctive European perspective on the theory and practice of information systems for a global audience. We encourage first rate research articles by academics, but also case studies and reflective articles by practitioners. We provide a critical view on technology, development, implementation, strategy, management and policy.

The issue of employee noncompliance with information security policies is universal. Noncompliance increases the possibility of invasive information security threats, which can result in compromised organizational assets. Although research has empirically revealed a relationship between structural empowerment and employee intention to comply with information security policies, the mediating role of psychological empowerment in the relationship has received limited attention. This study conceptualizes the role of psychological empowerment as a mediator between structural empowerment and the intention to comply with information security policy. It suggests that empowerment work structures, which include information security education, training, and awareness (SETA), access to information security strategic goals, and participation in information security decision-making all increase employees’ feelings of being psychologically empowered, which consequently leads to positive intentions to comply with information security policy.

Due to advanced technologies, companies currently face massive changes in their work. The ability to connect with and to satisfy their customers through software-based experiences is even more important. This study contributes to the literature by helping companies rethink their strategies on the development of competencies to respond to the challenges of the current digital transformation. It further contributes by identifying the digital competencies, which are important in the companies’ workplace environment of today. This study used a panel of 16 professionals to create an ordering rank according to the degree of importance of digital competencies. This ranking provides an updated overview of the challenge from the gap in digital competencies that has resulted from the digital transformation. We used the Delphi method to divide this process into two phases with two rounds. According to the results, the most important digital competencies are related with data analysis, use, and collaboration through digital technologies.

Customer relationship management (CRM) is a topic discussed, mainly, by information systems and marketing management areas. Many organizations are already using CRM systems. When a company uses CRM, it develops different organizational capabilities some of which lead to innovation. Whilst there are some studies that already analyze the creation of innovation capabilities resulting from the usage of a CRM system, how this is achieved has not been understood. The present study aims to contribute to this debate by building on the dynamic capabilities theory to develop a conceptual model for understanding the innovation capabilities development through CRM usage. The research question that guides this paper is: “What is the role of Dynamic Capabilities in the creation of innovation capabilities through CRM usage?” We conduct an exploratory study based on qualitative experts’ interviews. Our findings support the argument that CRM drives innovation through dynamic capabilities. In fact, by sensing, seizing and reconfiguring market opportunities and threats, CRM allows organizations to generate innovation. Customer Relationship Management (CRM) é um tema discutido principalmente pelas áreas de sistemas de informação e de marketing. Muitas organizações já usam sistemas de CRM. Quando uma empresa utiliza o CRM, desenvolve diferentes capacidades organizacionais e algumas delas levam à inovação. Apesar de já existirem alguns estudos que analisam a criação das capacidades de inovação resultantes da utilização do sistema de CRM, ainda não foi compreendido como essas capacidades são obtidas. O presente artigo procura contribuir com este debate, valendo-se da teoria das capacidades dinâmicas para desenvolver um modelo conceitual que permita compreender como se dá o desenvolvimento das capacidades de inovação por meio da utilização do CRM. A questão de pesquisa que guiou este artigo foi: “Qual o papel das Capacidades Dinâmicas na criação das capacidades de inovação através do uso do sistema de CRM?”. Nós conduzimos um estudo exploratório baseado em entrevistas com especialistas. Os nossos resultados suportam o argumento de que o CRM conduz à inovação por meio das capacidades dinâmicas. De fato, “sensing, seizing e reconfiguring” oportunidades e ameaças no mercado permitem à organização gerar inovação.