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Digital advancements offer several opportunities to firms to gain competitive advantages, pushing them to transform their operating models. From the managerial standpoint, governing a digital transformation process is a complex task, as it means steering the process that goes from the exploration of the ample spectrum of opportunities that digital technologies provide, to the reduction of this complexity to a final set of actions to be designed and executed. As design theories are suited to solve complex problems, the purpose of this paper is to frame a design-driven approach to plan and execute a digital transformation.

This study pivots on an in-depth case study of a large Italian firm in the fashion sector that adopted design thinking to craft its digital transformation strategy and turn it into a list of projects to be executed.

Drawing from design theories, the authors framed a three-stage process (understanding reality, defining a digital transformation strategy and converting the digital transformation strategy into digital projects).

The external validity of the study is limited due to the choice to rely on an in-depth single case study.

The framework provided offers a structure for managing the digital transformation through strategy development and execution. Moreover, practitioners and companies can evaluate if their digital transformation process is under control and reflect whether they have been giving the right attention to each of the three identified stages. They could follow the footsteps of EYEWEAR and adopt the proposed framework to design their company’s digital transformation process.

This paper is supposed to help firms in reflecting on how to organize their digital transformation process. A positive transition to digital technologies enabled by the human-centeredness of design is likely to improve the quality of life of the people that belong to the transformed organization.

To the best of the authors’ knowledge, this study is one of the first research attempts at the crossroad between the fields of design, strategy and technology management and a groundwork for further studies to be conducted in this field.

Drawing on the theoretical concept of organisational fit, this paper questions the relevance of employees' participation in the link between continuous improvement (CI) and operational performance. The literature has long emphasised that to be successful, CI implementation needs to rely on employees' involvement as soon as its inception. This paper argues that this approach is not generalisable.

Based on a database of 330 firms across 15 countries, regression analyses were used to hypothesise that the fit between CI and employee participation is positively associated with operational performance, and that the fit between CI and centralisation of authority is negatively associated with operational performance. The authors also ran a robustness check with polynomial regression analyses and the response surface methodology.

CI–employee participation fit is positively associated with operational performance, suggesting that there is less need for employees to be involved when a firm has scarcely developed CI. Employee participation becomes gradually more relevant as CI progresses. Moreover, the results demonstrate that the CI–centralisation of authority fit is negatively associated with operational performance, suggesting that a top-down management approach with centralised authority is preferable when CI is low, whereas a bottom-up management approach is helpful when a firm has extensively developed CI.

This research draws on the concept of organisational fit to explore the relationships between internal practices in the operations management literature. The authors suggest that managers should dynamically balance the practices of employee participation and centralisation of authority as CI improves. This study highlights that CI has different evolutionary levels that require different managerial approaches and practices.

We studied the relationship between job engagement and systematic problem solving (SPS) among shop-floor employees and how lean production (LP) and Internet of Things (IoT) systems moderate this relationship.

We collected data from a sample of 440 shop floor workers in 101 manufacturing work units across 33 plants. Because our data is nested, we employed a series of multilevel regression models to test the hypotheses. The application of IoT systems within work units was evaluated by our research team through direct observations from on-site visits.

Our findings indicate a positive association between job engagement and SPS. Additionally, we found that the adoption of lean bundles positively moderates this relationship, while, surprisingly, the adoption of IoT systems negatively moderates this relationship. Interestingly, we found that, when the adoption of IoT systems is complemented by a lean management system, workers tend to experience a higher effect on the SPS of their engagement.

One limitation of this research is the reliance on the self-reported data collected from both workers (job engagement, SPS and control variables) and supervisors (lean bundles). Furthermore, our study was conducted in a specific country, Italy, which might have limitations on the generalizability of the results since cross-cultural differences in job engagement and SPS have been documented.

Our findings highlight that employees’ strong engagement in SPS behaviors is shaped by the managerial and technological systems implemented on the shop floor. Specifically, we point out that implementing IoT systems without the appropriate managerial practices can pose challenges to fostering employee engagement and SPS.

This paper provides new insights on how lean and new technologies contribute to the development of learning-to-learn capabilities at the individual level by empirically analyzing the moderating effects of IoT systems and LP on the relationship between job engagement and SPS.

Due to the recent development of Big Data and artificial intelligence (AI) technology solutions in customer relationship management (CRM), this paper provides a systematic overview of the field, thus unveiling gaps and providing promising paths for future research.

A total of 212 peer-reviewed articles published between 1989 and 2020 were extracted from the Scopus database, and 2 bibliometric techniques were used: bibliographic coupling and keywords’ co-occurrence.

Outcomes of the bibliometric analysis enabled the authors to identify three main subfields of the AI literature within the CRM domain (Big Data and CRM as a database, AI and machine learning techniques applied to CRM activities and strategic management of AI–CRM integrations) and capture promising paths for future development for each of these subfields. This study also develops a three-step conceptual model for AI implementation in CRM, which can support, on one hand, scholars in further deepening the knowledge in this field and, on the other hand, managers in planning an appropriate and coherent strategy.

To the best of the authors’ knowledge, this study is the first to systematise and discuss the literature regarding the relationship between AI and CRM based on bibliometric analysis. Thus, both academics and practitioners can benefit from the study, as it unveils recent important directions in CRM management research and practices.

The purpose of this paper is to analyse whether the adoption of e-commerce improves company business, innovation and operational performance and whether sales internationalisation might moderate this relationship.

The research is based on a survey within the fashion industry and a multi-step linear regression model investigating the relationships between e-commerce and performance.

Results reveal that e-commerce improves innovation performance but has no significant relationship with business and operational performance. Also investigating whether the sales internationalisation might moderate the relationship between e-commerce and performance, the findings reveal that the adoption of these tools might even be negative when applied at the international level in particular by considering innovation operational practices, and the research suggests for fashion companies the necessity to develop strong markets’ knowledge and brand awareness among foreign markets and customers before investing internationally.

This paper offers an original analytical approach to identifying the relationships between a company’s adoption of e-commerce, performance and internationalisation within the fashion industry.

The purpose of this paper is to explore the contingencies and characteristics of service recovery system (SRS) design.

Informed by extensive case study data from two large Italian retail banks, the theory-building study builds on the seven design characteristics proposed by Smith et al. (2009). In all, 19 sub-dimensions are identified that provide a finer-grain view of the SRS at the operational level. The design characteristics and the corresponding sub-dimensions comprise the SRS design framework. These sub-dimensions are then analysed across the two cases. Specific attention is given to sub-dimensions that are contingent upon service recovery strategy.

The findings suggest that the extended set of SRS sub-dimensions (providing greater specificity) contributes to identifying commonality and difference between SRS configurations. This specificity facilitates the identification of two sets of SRS design characteristics (S-type and C-type) that correspond with the SR strategy. Two propositions have been formulated with respect to this SR strategy – SRS contingency. An additional set of sub-dimensions, common to both cases, is explained by conformance to regulatory control.

The paper provides novel theoretical insights into SRS design. The increased specificity of the SRS framework and the sets of sub-dimensions contingent on SR strategy extend the current theory. This provides opportunities for both practising managers and for future theoretical development.

Proposes models of a descriptive and interpretative type which examine the temporal sequences of the activities and decisions taken in the textile apparel chain with reference to design. Examines the opportunities for improvement and also identifies the obstacles that interfere with the realization of quick response (QR) in design. Analyses, using the proposed models, the possible interventions along the chain as regards design activities and interaction between these and the production and sales activities. Highlights the following: the reduction of design lead time, through the parallelization of fabric and garment design and through the use of information technology; the reduction of the variety of production input without penalizing the variety perceived by the final consumer; and the acquisition, during design, of preliminary information on future sales, in order to rationalize the offer and carry out the initial assortment of production input.

A unitary scheme which classifies certain subsystems, within production management, according to push and pull logics is proposed. The three subsystems described are: inventory management, manufacturing priority assignment and material picking and moving, and production planning. The classification proposed is a starting point for establishing application requirements. The characteristics of the production context, not the inherent logic, determine the choice of the most feasible techniques. Techniques with different logics can hence coexist in the same production system.

The paper aims to test and validate the complementarity effects on operational performance of two of the main lean manufacturing bundles, just‐in‐time (JIT) and total quality management (TQM). The paper also explores the role played by the human resource management (HRM) bundle as an enhancer of the complementarity between JIT and TQM.

The paper is based on statistical analysis on the high performance manufacturing round III database, a survey that involves 266 plants in nine countries across three different industries (electronics, machinery and transportation components).

The paper proves the existence of complementarity between JIT and TQM and shows the enabling role of HRM on such complementarity.

The paper provides analytical and empirical argumentations showing that JIT and TQM mutually reinforce each other's marginal returns on operational performance. The study also indicates that only those plants characterized by a significant implementation of HRM practices enjoy the complementarity effects of TQM and JIT on operational performance.

The research suggests a pattern of improvements where JIT and TQM have to be implemented hand‐in‐hand to take full advantage of their complementarity. HRM, the soft part of lean initiatives, provides the ground over which complementarity originates, spreading its benefits throughout the organization.

The study represents one of the few attempts trying to operationalize and empirically validate the concept of complementarity. The study also provides original suggestions to practitioners on how to make the most out of lean initiatives.

The purpose of this paper is to investigate routes towards supplier and production network internationalisation.

Multiple case‐study analysis has been applied to a sample of 11 Italian footwear and apparel companies with headquarters located in the North‐east of Italy. Within and cross‐case analyses illustrate and compare how these firms relocated one or more segments of their supplier and production networks to Romania.

The findings support theories that view internationalisation as an incremental process of experiential knowledge accumulation. The case studies suggest that firms undertake three different routes towards supplier and production network internationalisation: traditional subcontracting; co‐ordinated subcontracting; and supply system relocation. These routes' typology is grounded on an original model, which is the theoretical contribution of the paper, which elaborates Johanson and Vahlne's framework adding two variables: the nature of the technological knowledge that needs to be transferred to run the foreign operations and the nature of the customer‐supplier (CS) interaction context of the focal firm.

The characteristics of the model proposed set the boundaries of the research approach and suggest new avenues for further research. First, the model rests on the idea that no firm can fully control the dynamics of its international network, since these are an emergent process. Consequently, the study does not provide practitioners with a rigid set of normative indications about what factors to consider when designing international supply networks. Secondly, the model does not consider all the factors that impact on the internationalisation of the supplier and production network. Finally, the model is not evolutionary and does not assess the relationships between the internationalisation process (its timing, speed, etc.) and firms' performance.

The typology can support managers when framing the problem of choosing among different routes of supplier and production network internationalisation. Furthermore, the findings suggest that these decisions are influenced by the nature of the technological knowledge involved and the CS interaction context.

The paper extends the theory of the supply network internationalisation process, proposing a model that captures the variables actually involved in such a process and their dynamic relationships.