Browse By Person: Gable, Guy

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Number of items: 100.

Book Chapter

Gable, Guy G. (2009) Evaluating information systems. In Huang, , Wei Wang & Wang, Kan-Liang (Eds.) Information Systems Research Frontiers and Direction. Tsinghua University Press, Beijing, pp. 209-267.

Gable, Guy G. (2008) The information systems discipline in Australian universities : a contextual framework. In Gable, Guy G., Gregor, Shirley, Clarke, Roger, Ridley, Gail, & Smyth, Robert (Eds.) The Information Systems Academic Discipline in Australia. ANU E Press, Canberra, pp. 3-45.

Ridley, Gail, Gable, Guy G., Smyth, Bob, Gregor, Shirley, & Clarke, Roger (2008) The information systems academic discipline in Australian universities: a meta-analysis. In Gable, Guy G., Gregor, Shirley, Clarke, Roger, Ridley, Gail, & Smyth, Robert (Eds.) The Information Systems Academic Discipline in Australia. ANU E Press, Canberra ACT, pp. 307-342.

Gable, Guy (2008) The information systems discipline in Australian universities: a contextual framework. In Gable, G, Gregor, S, Clarke, R, Ridley, G, & Smyth, R (Eds.) The Information Systems Academic Discipline in Australia. ANU (Australian National University) E Press, Australia, pp. 3-45.

Gable, Guy G., Chan, Taizan, & Gee, Wui (2003) Offsetting ERP risk through maintaining standardised application software. In Shanks, Graeme, Seddon, Peter B., & Willcocks, Leslie P. (Eds.) Second-Wave Enterprise Resource Planning Systems - Implementing for Effectiveness. Cambridge University Press, Cambridge, UK, pp. 220-240.

Timbrell, Gregory T. & Gable, Guy G. (2002) The SAP Ecosystem: A Knowledge Perspective. In Nah, F. F-H. (Ed.) Enterprise Resource Planning Solutions and Management. IRM Press, Hershey, PA, USA, pp. 209-220.

Gable, Guy & Stewart, Glenn (2001) Action Research: Research with Industry. In Buhl, H, Huther, A, & Reitwiesner, B (Eds.) Information Age Economy. Physica-Verlag, Heidelberg, Germany, pp. 957-964.

Journal Article

Miskon, Suraya, Fielt, Erwin, Bandara, Wasana, & Gable, Guy G. (2013) Towards a typology of structural arrangements for shared services : evidence from the higher education sector. Electronic Markets, 23(2), pp. 149-162.

Fielt, Erwin, Böhmann, Tilo, Korthaus, Axel, Conger, Sue, & Gable, Guy (2013) Service management and engineering in information systems research. The Journal of Strategic Information Systems, 22(1), pp. 46-50.

Fielt, Erwin, Bandara, Wasana, Miskon, Suraya, & Gable, Guy G. (2013) Exploring shared services from an IS perspective : a literature review and research agenda. Communications of the Association for Information Systems. (In Press)

Chen, Liang, Gable, Guy G., & Hu, Haibo (2012) Communication and organizational social networks : a simulation model. Computational and Mathematical Organization Theory. (In Press)

Chen 陈亮, Liang & Gable, Guy G. (2012) Larger or broader : performance implications of size and diversity of the knowledge worker's egocentric network. [更多或更广：知识员工个人中心网络大小和多样性对绩效的影响]. Management and Organization Review, 9(1), pp. 139-165.

Alturki, Ahmad, Bandara, Wasana, & Gable, Guy G. (2012) Design science research and the core of information systems. Lecture Notes in Computer Science, 7286/2012, pp. 309-327.

Miskon, Suraya, Bandara, Wasana, Gable, Guy G., & Fielt, Erwin (2012) Success factors for ICT shared services in the higher education sector. Journal of Information Technology Research, 5(3), pp. 1-24.

Al Turki, Ahmad, Gable, Guy, & Bandara, Wasana (2011) A design science research roadmap. Lecture Notes in Computer Science : Service-Oriented Perspectives in Design Science Research: 6th International Conference Proceedings, pp. 107-123.

Sedera, Darshana & Gable, Guy (2010) Knowledge management competence for Enterprise System success. The Journal of Strategic Information Systems, 19(4), pp. 296-306.

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Miskon, Suraya, Bandara, Wasana, Fielt, Erwin, & Gable, Guy (2010) Understanding shared services : an exploration of the IS literature. International Journal of E-Services and Mobile Applications, 2(4), pp. 60-74.

Gable, Guy G. (2010) Strategic information systems research : an archival analysis. The Journal of Strategic Information Systems, 19(1), pp. 3-16.

637

Ng, Celeste See-Pui & Gable, Guy G. (2009) Maintaining ERP packaged software : a revelatory case study. Journal of Information Technology. (In Press)

230

Gable, Guy G., Sedera, Darshana, & Chan, Taizan (2008) Re-conceptualizing information system success : the IS-Impact Measurement Model. Journal of the Association for Information Systems, 9(7), pp. 377-408.

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Gable, Guy G. (2007) The Information Systems Academic Discipline in Pacific Asia 2006: A Contextual Analysis. Communications of the Association for Information Systems, 21(1), pp. 1-22.

Gable, Guy G. (2007) The Information Systems academic discipline in Pacific Asia 2006: a contextual analysis. Communications of the Association for Information Systems, 21(Article 1), pp. 1-22.

441

Gable, Guy G., Lee, Jae-Nam, Kwahk, Kee-Young, & Green, Peter (2007) Administrative placement of the Information Systems academic discipline: a comparative SWOT analysis. Communications of the Association for Information Systems, 21(Article 8), pp. 137-165.

598

Bandara, Wasana, Gable, Guy G., & Rosemann, Michael (2007) Critical success factors of business process modeling. .

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Gable, Guy G. (2007) The Information Systems Academic Discipline in Australia 2006. Communications of the Association for Information Systems, 21(Article 2), pp. 23-48.

220

Gable, Guy G. & Smyth, Robert W. (2007) The state of the IS academic discipline in Pacific Asia 2006: methodological learnings. Communications of the Association for Information Systems, 21(Article 9), pp. 166-194.

117

Gable, Guy & Smyth, Robert (2006) Case Study: The State of Information Systems in Queensland Universities. Australasian Journal of Information Systems, 14(1), pp. 163-176.

Gable, Guy (2006) The Information Systems Discipline in Australian Universities: A Contextual Framework. Australasian Journal of Information Systems, 14(1), pp. 103-121.

Gable, Guy (2005) The Enterprise System Lifecycle: Through a Knowledge Management Lens. Strategic Change, 14(5), pp. 255-263.

Bandara, Wasana, Gable, Guy G., & Rosemann, Michael (2005) Factors and measures of business process modelling: model building through a multiple case study. European Journal of Information Systems, 14(4), pp. 347-360.

Gable, Guy G. & Chang, She-I (2002) A Comparative Analysis of Major ERP Life Cycle Implementation, Management and Support Issues in Queensland Government. Journal of Global Information Management, 10(3), pp. 36-54.

Gable, Guy G., Chan, Taizan, & Tan, Wui-Gee (2001) Large packaged application software maintenance : a research framework. Journal of Software Maintenance and Evolution: Research and Practice, 13(6), pp. 351-371.

Chang, She-I & Gable, Guy (2001) A Delphi Examination of Public Sector ERP Lifecycle Implementation, Management and Support Issues. Journal of Decision Systems, pp. 29-48.

Stewart, Glenn & Gable, Guy G. (2001) Emancipating IT Leadership: An Action Research Program. Journal of Information Technology Cases and Applications, 3(2), pp. 7-20.

Andrews, Natalie, Gable, Guy, & Timbrell, Gregory (2001) Impediments to Inter-Firm Transfer of Best Practice in an Enterprise Systems Context. Australian Journal of Information Systems, pp. 116-126.

Klaus, Helmut, Rosemann, Michael, & Gable, Guy G. (2000) What is ERP? Information Systems Frontiers, 2(2), pp. 141-162.

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Tan, Wui Gee & Gable, Guy G. (1997) Maintaining centralised application systems : a cross-country, cross-sector, cross-platform comparison. European Journal of Information Systems, 6(4), pp. 193-207.

Gable, Guy G. (1994) Integrating case study and survey research methods: an example in information systems. European Journal of Information Systems, 3(2), pp. 112-126.

32,855

Gable, Guy G. & Raman, K. S. (1992) Government initiatives for IT adoption in small businesses: experiences of the Singapore Small Enterprise Computerization Program. International Information Systems, 1(1), pp. 68-93.

Conference Paper

Rabaa'i, Ahmad A. & Gable, Guy G. (2012) IS service quality as a multi-dimensional formative constuct. In Duong, Duc A., Myers, Michael D., & Dong, Thuy B.T. (Eds.) Proceedings of The 16th Pacific Asia Conference on Information Systems (PACIS 2012), Caravelle Hotel, Ho Chi Minh City.

Alturki, Ahmad, Gable, Guy G., Bandara, Wasana, & Gregor, Shirley (2012) Validating the design science research roadmap : through the lens of "the idealised model for theory development". In Duong, Duc A., Myers, Michael D., & Dong, Thuy B.T. (Eds.) Proceedings of The 16th Pacific Asia Conference on Information Systems 2012 (PACIS 2012), Caravelle Hotel, Ho Chi Minh City.

Bandara, Wasana & Gable, Guy G. (2012) A formative measurement model of business process model quality. In Duong, Duc A., Myers, Michael D., & Dong, Thuy B.T. (Eds.) Proceedings of The 16th Pacific Asia Conference on Information Systems 2012 (PACIS 2012), Caravelle Hotel, Ho Chi Minh City.

Miskon, Suraya, Bandara, Wasana, Gable, Guy G., & Fielt, Erwin (2011) Success and failure factors of shared services : an IS literature analysis. In Osman, Abu, Alias, Rose Alinda, & Manaf, Azizah Abd (Eds.) Proceedings of the 2011 International Conference on Research and Innovation in Information Systems, IEEE, Seri Pacific Hotel, Kuala Lumpur, pp. 1-6.

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Miskon, Suraya, Bandara, Wasana, Fielt, Erwin, & Gable, Guy G. (2011) An exploration of shared services types in higher education. In Proceedings of the 17th Americas Conference on Information Systems (AMCIS 2011), Detroit, Michigan, United States of America.

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Alturki, Ahmad, Gable, Guy G., & Bandara, Wasana (2011) Developing an IS-Impact decision tool : a literature based design science roadmap. In Tuunainen, Virpi Kristiina (Ed.) Proceedings of The 19th European Conference on Information Systems – ICT and Sustainable Service Development, Aalto University School of Economics, Helsinki, pp. 1-9.

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Alturki, Ahmad, Gable, Guy G., & Bandara, Wasana (2011) A design science research roadmap. In Design Science Research in Information Systems and Technology 2011 (Lecture Notes in Computer Science 6629), Springer, Milwaukee, Wisconsin, pp. 107-123.

Rabaa'i, Ahmad A., Bandara, Wasana, & Gable, Guy G. (2010) Enterprise systems in universities : a teaching case. In 16th Americas Conference on Information Systems (AMCIS), August 12-15, 2010., Lima, Peru.

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Rabaa'i, Ahmad A., Gable, Guy G., Bandara, Wasana, & Fielt, Erwin (2010) Re-conceptualising IS function's support performance : a preliminary model. In Proceedings of the 14th Pacific Asia Conference on Information Systems, Association for Information Systems, Grand Formosa Regent Hotel, Taipei, Taiwan, pp. 522-533.

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Rabaa'i, Ahmad A. & Gable, Guy G. (2009) Extending the IS-Impact Model into the higher education sector. In ICICS2009 : 7th International Conference on Information and Communications Systems, 7-10 Dec., 2009, Macau.

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Rabaa'i, Ahmad A., Bandara, Wasana, & Gable, Guy (2009) ERP systems in the higher education sector : a descriptive study. In Proceedings of the 20th Australasian Conference on Information Systems, Monash University: Caulfield Campus, Melbourne, pp. 456-470.

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Miskon, Suraya, Bandara, Wasana, Fielt, Erwin, & Gable, Guy (2009) Understanding Shared Services : an exploration of the IS literature. In Proceedings of 20th Australasian Conference on Information Systems, Monash University, Monash University, Melbourne, Victoria, pp. 373-384.

657

Gable, Guy G. & Sedera, Darshana (2009) Formative and reflective measurement and validation mismatch in survey research : an archival analysis of information systems success constructs 1985-2007. In Proceedings of the Thirtieth International Conference on Information Systems, Association for Information Systems (AIS), Phoenix, Arizona. (In Press)

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Liang, Chen, Wiewiora, Anna, Gable, Guy G., & Trigunarsyah, Bambang (2009) Project team’s internal and external social networks and their influence on project performance. In Bolisani, Ettore & Scarso, Enrico (Eds.) Proceedings of the 10th European Conference on Knowledge Management, Academic Publishing Limited, UK, Università Degli Studi Di Padova, Vicenza, pp. 957-963.

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Wiewiora, Anna, Trigunarsyah, Bambang, Murphy, Glen D., Gable, Guy G., & Liang, Chen (2009) The impact of unique characteristics of projects and project-based organisations on knowledge transfer. In 10th European Conference on Knowledge Management, 3-4 September 2009, Università Degli Studi Di Padova, Vicenza, Italy. (In Press)

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Gable, Guy & Rai, Arun (2009) Reconceptualising the information system as a service. In Proceedings of the 17th European Conference on Information Systems, Association for Information Systems (AIS), University of Verona Polo Zanotto, Verona.

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Chen, Liang, Gable, Guy G., Wiewiora, Anna, & Trigunarsyah, Bambang (2009) The interrelations among the project team’s conduit networks, knowledge network and its performance. In Proceedings of 2009 International Conference on Engineering Management and Service Sciences, IEEE, Beijing, China.

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Gable, Guy G., Smyth, Robert W., & Stark, Karen A. (2008) An Archival Analysis of ACIS Research Papers. In Mills, Annette & Huff, Sid (Eds.) 19th Australasian Conference on Information Systems, 3-5 December 2008, Christchurch, New Zealand.

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Gable, Guy G., Stark, Karen A., & Smyth, Robert W. (2007) IS Researcher Issues. In 2007 International Symposium on Information Systems & Management at the International Conference on Wireless Communications, Networking and Mobile Computing (WiCom 2007), July 25-28, Shanghai, China.

Yap, David, Timbrell, Gregory T., Gable, Guy G., & Chan, Taizan (2007) Towards Global Service Quality Dimentions: an Exploration of Community in Service quality Management across Industries. In 18th Australasian Conference on Information Systems - ACIS2007, 5-7 December 2007, Toowoomba.

1,074

Gable, Guy & Smyth, Robert (2006) Administrative Placement of the Information Systems Discipline in Universities - A SWOT Analysis of Queensland University of Technology. In Lee, H & Tan, B (Eds.) PACIS 2006, Universiti Putra Malaysia, Malaysia, Kuala Lumpur, pp. 1374-1388.

Bandara, Wasana, Gable, Guy G., & Rosemann, Michael (2006) Business Process Modelling Success: An Empirically Tested Measurement Model. In Straub, D. & Klein, S. (Eds.) International Conference on Information Systems, 10-13 December, Milwaukee, Wisconsin, USA.

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Gable, Guy & Sedera, Darshana (2006) Identifying the Knowledge Management Structures in Enterprise Systems Projects. In Tan, B & Lee, H (Eds.) Proceedings 10th Pacific Asia Conference on Information Systems, 6 - 9 July 2006, Malaysia, Kuala Lumpur.

Timbrell, Gregory T., Delaney, Patrick, Chan, Taizan, Yue, Weiqiang A., & Gable, Guy (2005) A Structurationist Review of Knowledge Management Theories. In Avison, D., Galletta, D., & DeGross, J. (Eds.) Twenty-Sixth International Conference on Information Systems, 11-14 December, Las Vegas, Navada, USA.

5,039

Gable, Guy G., Davenport, Thomas, Broadbent, Marianne, & Timbrell, Gregory T. (2004) The IT Consulting Process Through a Knowledge Management Lens. In Eighth Pacific Asia Conference on Information Systems, July 8-11, Shanghai, China.

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Nguyen, Tracey T., Smyth, Robert W., & Gable, Guy G. (2004) Knowledge Management Issues and Practices: A Case Study of a Professional Services Firm. In Elliot, Steve, Williams, Mary-Anne, Williams, Sue, & Pollard, Carol (Eds.) Fifteenth Australasian Conference on Information Systems, December 1-3, Hobart, Tasmania.

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Sedera, Darshana, Gable, Guy G., & Chan, Taizan (2004) Knowledge management as an antecedent of Enterprise System success. In Americas Conference on Information Systems, 6-8 August, New York, USA.

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Sedera, Darshana, Gable, Guy G., & Chan, Taizan (2004) Measuring enterprise systems success: the importance of a multiple stakeholder perspective. In Leino, T., Saarinen, T., & Klein, S. (Eds.) 12th European Conference on Information Systems, 14-16 June, Turku, Finland.

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Sedera, Darshana & Gable, Guy G. (2004) A factor and structural equation analysis of the Enterprise Systems Success Measurement Model. In Agarwal, Ritu, Kirsch, Laurie, & DeGross, Janice I. (Eds.) International Conference on Information Systems, 12-15 December, Washington, DC.

Sedera, Darshana, Gable, Guy G., & Chan, Taizan (2004) A factor and structural equation analysis of the Enterprise Systems success measurement model. In Americas Conference on Information Systems, 6-8 August, New York, USA.

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Sedera, Darshana & Gable, Guy G. (2004) A factor and structural equation analysis of the enterprise systems success measurement model. In Agarwal, R., Kirsch, L., & DeGross, J. I. (Eds.) Twenty-Fifth International Conference on Information Systems, December 12-15, Washington, D.C..

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Sedera, Wasana, Gable, Guy G., Rosemann, Michael, & Smyth, Robert W. (2004) A success model for business process modeling: findings from a multiple case study. In Eighth Pacific Asia Conference on Information Systems, July 8-11, Shanghai, China.

1,020

Ng, Celeste S.P., Gable, Guy G., & Chan, Taizan (2003) An ERP Maintenance Model. In 36th Hawaii International Conference on System Sciences, January 6 - 9, Big Island, Hawaii.

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Chan, Taizan, Gable, Guy, & Sedera, Darshana (2003) ERP Success: Does Organisation Size Matter? In Proceedings of the 7th Pacific Asia conference on Information Systems, 11 July 2003, Adelaide, South Australia.

Gable, Guy G., Sedera, Darshana, & Chan, Taizan (2003) Enterprise systems success : a measurement model. In March, Salvatore T., Massey, Anne, & DeGross, Janice I. (Eds.) Twenty-Fourth International Conference on Information Systems, Dec. 14-17, Seattle, USA.

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Chan, Taizan, Gable, Guy, & Sedera, Darshana (2003) Knowledge Management for ERP Success. In Proceedings of the 7th Pacific Asia Conference on Information Systems, 11 july 2003, Adelaide, South Australia.

Kennelly, Jason, Smyth, Robert W., & Gable, Guy G. (2003) Management Consulting in Australia: A Context Case Study. In Lethbridge, Nick (Ed.) 14th Australasian Conference of Information Systems, November 26-28, Perth.

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Sedera, Darshana, Gable, Guy G., & Chan, Taizan (2003) Measuring enterprise systems success : A preliminary model. In 9th Americas Conference on Information Systems, 4-6 August, Tampa, Florida.

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Chan, Taizan, Gable, Guy, & Sedera, Darshana (2003) Survey Design: Insights from a Public Sector ERP Success Story. In Proceedings of the 7th Pacific Asia conference on Information Systems, 11 July 2003, Adelaide, South Australia.

Gable, Guy, Palmer, Aaron, & Sedera, Darshana (2002) Enterprise Resources Planning Systems Impacts: A Delphi study of Australian public sector. In Terano, & Myers, (Eds.) Proceedings of the sixth Australasian Conference of Information Systems (PACIS 2002), 2-4 September 2002, Tokyo, Japan.

Sedera, Wasana, Rosemann, Michael, & Gable, Guy G. (2002) Measuring Process Modelling Success. In Wrycza, S. (Ed.) 10th European Conference on Information Systems (ECIS 2002), 6-8 June, Gdansk, Poland.

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Gable, Guy G., Timbrell, Gregory T., Sauer, Chris, & Chan, Taizan (2002) An examination of barriers to benefits-realisation from enterprise systems in the public service. In Wrycza, S. (Ed.) 10th European Conference on Information Systems, 6-8 June, Gdansk, Poland.

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Gable, Guy, Rosemann, Michael, & Sedera, Darshana (2001) A Balanced Scorecard Approach to Enterprise Systems Performance Measurement. In Harbour, Coffs & South Wales, New (Eds.) Proceedings of the 12th Australasian Conference on Information Systems, 5-7 December 2001.

Gable, Guy G. & Chin, Wynne W. (2001) Client versus consultant influence on client involvement in computer system selection projects: a two-actor model of the theory of planned behavior. In 22nd International Conference on Information Systems, 16-19 December 2001, New Orleans, LA.

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Chan, Taizan, Gable, Guy, & Ng, Celeste (2001) A Client-Benefits Oriented Taxonomy of ERP Maintenance. In Proceedings of the IEEE International Conference on Software Maintenance (ICSM 2001), 7-9 November 2001.

Chang, She-I & Gable, Guy (2001) A Comparative Analysis of Major ERP Lifecycle Implementation, Management and Support Issues in Queensland Government. In Proceedings of the Pacific Asia Conference of Information Systems 2001, 20-22 June 2001.

Gable, Guy, Rosemann, Michael, & Sedera, Darshana (2001) Critical Success Factors of Process Modelling for Enterprise Systems. In Boston, U (Ed.) Proceedings of the 7th Americas Conference on Information Systems, 2-5 August 2001.

Timbrell, Gregory T., Andrews, Natalie M., & Gable, Guy G. (2001) Impediments to Inter-firm Transfer of Best Practice in an enterprise systems context. In 7th Americas Conference on Information Systems, Boston, MA.

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Chan, Taizan, Gable, Guy, & Ng, Celeste (2001) A Maintenance-Data-Model of Enterprise Resource Planning. In Harbour, Coffs & South Wales, New (Eds.) Proceedings of the 12th Australasian Conference on Information Systems, 4-7 December.

Gable, Guy, Rosemann, Michael, & Sedera, Wasana (2001) Process Modelling for Enterprise Systems: Factors Critical to Success. In Harbour, Coffs & South Wales, New (Eds.) Proceedings of the 12th Australasian Conference on Information Systems, 4-7 December 2001.

Gable, Guy G. & Timbrell, Gregory T. (2001) The SAP Ecosystem: A Knowledge Perspective. In 12th Information Resources Management Association International Conference : Managing information technology in a global environment, 20-23 May 2001, Toronto, Canada.

1,018

Gable, Guy, Rosemann, Michael, & Sedera, Darshana (2001) Using Performance Measurement Models for Benefit Realization With Enterprise Systems - The Queensland Government Approach (Case Study). In Proceedings of the 9th European Conference on Information Systems (ECIS'2001), 27-29 June 2001.

Chang, She-I, Gable, Guy G., Smythe, Errol, & Timbrell, Gregory T. (2000) A Delphi examination of public sector ERP implementation issues. In 21st International Conference on Information Systems, 10-13 December 2000, Brisbane, Qld.

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Gable, Guy G. (2000) The alignment of client and consultant views. In Adminstrative Sciences Association of Canada Conference, 8-11 July 2000, Montreal, ONT.

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Gable, Guy G., Scott, Judy E., & Davenport, Tom D. (1998) Cooperative ERP Life-cycle Knowledge Management. In Edmundson, Bob & Wilson, David (Eds.) 9th Australasian Conference on Information Systems, 29 September - 2 October, Sydney.

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Timbrell, Gregory T., Hirschheim, Rudy, Gable, Guy G., & Underwood, Alan D. (1998) Government IT and T Insourcing/Outsourcing: A Model and Guidelines. In Edmundson, Bob & Wilson, David (Eds.) 9th Australasian Conference on Information Systems, 29 September -2 October 1998, Sydney.

1,077

Scott, Judy E. & Gable, Guy G. (1997) Goal Congruence, Trust and Organisational Culture: Strengthening Knowledge Links. In 18th International Conference on Information Systems, 14-17 December 1997, Atlanta, GA.

3,123

Gable, Guy G. & Sharp, John A. (1992) Outsourcing assistance with computer system selection: a success factors model. In Twenty-Fifth Hawaii International Conference on Systems Science, 7-10 January, Hawaii.

Gable, Guy G., Yap, C.S., & Eng, M.N. (1991) Spreadsheet Investment, Criticality, and Control. In 24th Hawaii International Conference on Systems Science, 8-11 January.

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Working Paper

Gable, Guy G. (2011) IS-impact utility and intuitiveness : a rigorous approach to relevance. [Working Paper] (Unpublished)

Chan, Taizan, Fielt, Erwin, Gable, Guy G., & Stark, Karen A. (2010) Business service management : service and service quality. [Working Paper]

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