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Proposing a conceptual framework for customer identity and access management: A qualitative approach

Hatef Rasouli (Department of IT Management, Faculty of Management, South Tehran Branch, Islamic Azad University, Tehran, Iran)
Changiz Valmohammadi (Department of Industrial Management, Faculty of Management, South Tehran Branch, Islamic Azad University, Tehran, Iran)

Global Knowledge, Memory and Communication

ISSN: 2514-9342

Article publication date: 30 July 2019

Issue publication date: 20 January 2020

Abstract

Purpose

Customer identity and access management (CIAM) is a sub-genre of traditional identity and access management (IAM) that has emerged in the past few years to meet evolving business requirements. CIAM focuses on the connectivity with the customer when accessing any type of systems, on-premises and in the cloud, from registration to track. The purpose of this study is to introduce different dimensions of CIAM toward exploiting them in organizations.

Design/methodology/approach

Based on a thorough review of the relevant literature and semi-structured interview with six experts in the field of digital IAM the necessary data were gathered. Then through the use of content analysis technique, analytic codes and also categories and sub-categories of the data were generated.

Findings

Results indicate that four categories, namely, customer identity management, customer access management and information technology and business management are the most important factors affecting the identification of CIAM dimensions.

Originality/value

Organizations could avail of the proposed conceptual model toward identification and offering customized products and services solutions to their customers.

Keywords

Citation

Rasouli, H. and Valmohammadi, C. (2020), "Proposing a conceptual framework for customer identity and access management: A qualitative approach", Global Knowledge, Memory and Communication, Vol. 69 No. 1/2, pp. 94-116. https://doi.org/10.1108/GKMC-02-2019-0014

Publisher

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Emerald Publishing Limited

Copyright © 2019, Emerald Publishing Limited