ABSTRACT
This chapter describes the need to take into account increasing competitive pressures and emerging business models when analyzing the changes in e-commerce service firms. The information and communication technology (ICT) applications that support e-commerce services have the potential not only to improve cost-effectiveness but also to boost innovations. E-business and e-learning is starting to change operations models, organizational processes, ways of meeting and serving the customer and how knowledge is shared within industries. Diversity management means both skills and knowledge to listen to customers more carefully and organize valuable, rare and non-imitable resources in a corporation or even in a nexus of companies. The challenge is diversity management, both projects and human resources become more diverse and managers need to know more about the different psychological, social and cultural phenomena reflected in their daily work. The challenge is to change leadership practices for a more service-oriented and knowledge network-based business.
