"Customer relationship management (CRM) has evolved into a crucial strategic approach for businesses seeking to improve customer satisfaction, loyalty, and overall performance. This book endeavours to furnish a comprehensive overview of the strategies, possibilities, and difficulties linked with...

Purpose – The emergence of innovative internet-based reservation systems (iReservation systems) is threatening the sustainability of retail travel agencies (TAs) in Brunei Darussalam. With the friendliness and convenience offered by iReservation systems, many customers nowadays prefer to book...

Purpose: The purpose of this paper is to investigate the enabling factors and the customers’ acceptance of ride-hailing in Indonesia. Design/methodology/approach: The authors adopt some constructs from the unified theory of acceptance and use of technology (UTAUT) 2 as the framework for the...

Purpose: Industrial Revolution 4.0 is still evolving. The purpose of this paper is to assess the progress of Indonesia in achieving an initiative for Industry 4.0. As the largest country in Southeast Asia, Indonesia plays a critical role in implementing Industry 4.0. In addition, this study...

Recent development of mobile phones is very interesting as the new generation, known as “smart phonesâ€, offer highly attractive features. The main advantage of smart phones is the ability to connect to the Internet from anywhere, consequently enabling them to remain continuously in...

"This book addresses key topics related to organization design and knowledge management in the digital economy with organizational context, particularly in Asia. Asian nations are moving fast toward the digital economy, within which the role of organization design and knowledge management is...

"Digitalisation and Organization Design aims to address key topics related to organisation design and knowledge management in the digital economy with organisational context, particularly in Asia. Asian nations are moving fast toward the digital economy. Doing business in the digital economy is...

"The book explores new and emerging frameworks, tools, strategies to support companies and economies towards the green and digital transformation in Asia, with special focus on ASEAN by analyzing the role of disruptive technologies, cutting-edge green technologies and in these emerging practices...