Purpose – To gain understanding of value chain (VC) agility in terms of value‐adding processes, this paper seeks to present a VC agility framework and then to develop the involved constructs. Design/methodology/approach – A framework of VC agility and its theoretical underpinnings is...

Being responsive is an increasingly important skill for firms in today's global economy; thus firms must be agile. Naturally, it follows that an organization's agility depends on its supply chain being agile. However, achieving supply chain agility is a function of other abilities within the...

Purpose – The purpose of this paper is to answer the question, “How do international new ventures (INVs) from emerging economies become responsive to the demands of their international customers?” Design/methodology/approach – The authors propose a model of international responsiveness...

The most prevalent form of training call center agents is via classroom instruction coupled with role-plays. Role-play training has a theoretical base in behavior modeling that entails observation, practice, and feedback. Emerging simulation-based technologies offer enhancements to behavior...