The primary objective of this research is to investigate the role of strategic human resource management practices in developing resilient organizational behavior. This research aims to test the mediating function of individual resilient behavior between strategic human resources management...

In today's competitive environment, firms face strong challenges. We live in a volatile, uncertain, complex and ambiguous (VUCA) environment where open innovation is a strategic choice and, on top of that, the COVID-19 pandemic has emphasized most of these disrupting forces. Incumbent companies...

This study highlights the contribution of the role of social media in supporting customer involvement for service innovation. It is commonplace that many service firms and processes have characteristics that differ from manufacturing. Analyzing the literature, we note that there are many...

Cohort analysis is a new practical method for e-commerce customers' research, trends in their behavior, and experience during the COVID-19 crisis. The purpose of the research is to validate the efficiency of this method on the e-commerce records data set and find out the critical factors...

Customer and Consumer Journeys, touchpoints and Consumer Goals have been widely discussed among Customer Experience theorists and practitioners, establishing that a hierarchical relationship between those exist. Customer Experience driven innovation evaluates opportunities mainly within...

The purpose of the present study was to identify the customer requirements and engineering attribute expectations of an innovative product to which a Kano's model and quality function deployment (QFD) analysis was applied. In order to accomplish the research, a new water filling machine design...

There is extensive academic literature about service satisfaction, business performance analysis, and management research of leisure farms, but there are still many problems and room for development on how to create customer journey maps for diversified leisure farms and also on service...

Open innovation contributes to serving the customers of organizations with higher quality, as the customers become an active part of the innovation process. A successful solution for implementing open innovation can be achieved if organizations first create a total quality management (TQM)...

Technological developments have digitized consumer behavior all over Indonesia. This has become the basis for the emergence of e-commerce, a digital business system that is widely used by the public in making purchases through apps or websites. For this reason, an e-commerce platform should...

The integration of artificial intelligence (AI) in customer relationship management (CRM) holds great potential for enhancing organizational effectiveness. To achieve successful AI-CRM integration, companies must navigate a landscape filled with challenges and complexities marked by the...