Purpose: This study aims to develop and empirically validate the concept of experience capability, which represents an organisation's ability to be adept at managing the customer experience. Organisations that build an experience capability develop an expertise in deploying a set of resources...

Cost-conscious businesses traditionally have focused on using radio frequency identification (RFID) systems to enhance the efficiency in the supply management/logistics process. These firms go through an implementation process that focuses on the supplier-facing, back-office operations. Drawing...