Purpose: Creating an extraordinary and memorable customer experience is the goal of every company seeking to be a market leader. This amplifies the need for customer experience management (CEM), particularly in customer-centric industries. Despite the indispensable importance of CEM, studies...

Purpose: One of the hottest topics in today’s professional and academic debates is digital transformation; some even prefer to use the term “digital business transformation” that is more in line with the business aspects of transformation. On the other hand, in today’s workplaces, human...

Purpose: The purpose of this paper is to develop a new ontology for knowledge management (KM) technologies, determining the relationships between these technologies and classification of them. Design/methodology/approach: The study applies NOY methodology – named after Natalya F. Noy who...

Purpose – The paper aims to foster a better understanding of knowledge management (KM) benefits by integrating the qualitative findings of prior research under a multilayer conceptual framework. Design/methodology/approach – A meta-synthesis approach was conducted by adopting “Noblit and...