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Mary C. Lacity
University of Missouri
246Publications
46H-index
10.7kCitations
Publications 251
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This paper presents seven scholarly commentaries on Hirschheim’s “Against Theory” essay published in this issue of the Journal of the Association for Information Systems. Each commentary is written by a renowned IS researcher. Following the individual commentaries is Hirschheim’s response to the commentaries. Each commentary provides an insightful exegesis on theory in its own right and, collectively, the commentaries and response provide thought-provoking reflections for researchers in IS and b...
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#1Mary C. Lacity (MU: University of Missouri)H-Index: 46
#2Shaji A. Khan (UMSL: University of Missouri–St. Louis)H-Index: 9
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#1Leslie P. Willcocks (LSE: London School of Economics and Political Science)H-Index: 65
#2Chris Sauer (University of Oxford)H-Index: 22
Last.Mary C. Lacity (MU: University of Missouri)H-Index: 46
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#1Rens ScheepersH-Index: 23
#2Mary C. LacityH-Index: 46
Last.Leslie P. WillcocksH-Index: 65
view all 3 authors...
Interest is growing in using cognitive automation (CA) tools to handle customer enquiries, but there is a dearth of cases that illustrate best practice. We describe the CA journey of Deakin University, an early adopter of CA technology. Deakin, an Australian university, is using IBM Watson (an example of a question-and-answer CA application) to automate the answering of questions from students (the university's "customers"). We identify the value gained from Deakin's CA investment and provide ke...
2 Citations
#1Rens ScheepersH-Index: 23
#2Mary C. LacityH-Index: 46
Last.Leslie P. WillcocksH-Index: 65
view all 3 authors...
#1Shaji A. Khan (UMSL: University of Missouri–St. Louis)H-Index: 9
#2Mary C. Lacity (UMSL: University of Missouri–St. Louis)H-Index: 46
Last.Erran Carmel (UW: University of Washington)H-Index: 27
view all 3 authors...
This article answers calls for better characterizations of impact sourcing given its potential to create social impacts in conjunction with global sourcing. It introduces a conceptual framework consisting of four dimensions drawn from entrepreneurship literature: primary mission, success criteria, resource mobilization and innovation approach – that characterize entrepreneurial impact sourcing service providers. These four dimensions are anchored across ideal types of social and commercial insti...
5 CitationsSource
#1Mary C. LacityH-Index: 46
#2Leslie P. WillcocksH-Index: 65
Written by the leading scholars in the field, this book examines real-world implementations of service automation technologies using Robotic Process Automation and Cognitive Automation tools. This newest, detailed research finds that RPA adoptions are accelerating, maturing, and scaling in global enterprise. The research covers multiple industries, applications, and shared services, and uses case studies to establish action principles and how to mitigate automation risks. The book devotes six ch...
4 Citations
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