Purpose – The purpose of this paper is to propose a research model exploring the link between knowledge management processes and customer relationship management (CRM) performance. It seeks to answer two research questions: What are the effective drivers of knowledge management processes in...

Purpose: Although Social Media use has become all-pervasive, previous research has failed to explain how to use Social Media tools strategically to create business value in today's increasingly digital landscapes. Adopting a dynamic capabilities perspective, this paper empirically examines the...

Purpose – This paper aims to stimulate debate among academic and policymaking communities as to understanding the importance of social processes and open innovation contexts within existing models of knowledge transfer and exchange (KTE) between higher education institutions (HEIs) and...

Purpose – This paper aims to examine how Spanish local councils respond to changes in their institutional context by implementing a sustainable practice: Local Agenda 21 (LA21). Design/methodology/approach – This paper uses the institutional approach to explain the factors influencing the...