Search results

With the holistic approaches of Industry 4.0, products, services, standards, and application techniques have been improved. This digitalization era has not only impacted the production and service dynamics, but also added advanced dimensions to logistics and supply chain management. According to the current world standards, consumer behavior makes the logistics and supply chain processes more challenging. Especially during the COVID-19 outbreak, logistics and supply chain operations became more crucial for the firms, as most consumers have tended toward online shopping while they are in lockdown. Therefore, the competitive environment today enables firms to adapt the technologies and approaches of Logistics 4.0 and smart/digital supply chain, as they must respond to consumers' demands quickly. Moreover, firms need to have strong relations with their supply chain partners via these technologies. The technologies such as the Internet of Things (IOT), cyber-physical system, Big Data, and cloud computing help to change the fundamentals of logistics and supply chain and improve processes for all industries. This study aims to analyze the transformation of traditional logistics and supply chain activities into Logistics 4.0 and smart/digital supply chain. Primarily, we hope to analyze the existing studies by investigating the concept of Logistics 4.0 within Industry 4.0 dynamics. As firms develop their logistics operations, their supply chain processes will be shaped by the technologies and applications, and this situation also leads us to find out the importance of smart or digital supply chain operations. Discussing the potentials of smart or digital supply chain also lets us to reveal how companies handle their logistics operations during the COVID-19 period.

This chapter uses multiple research methods, including quantitative science mapping analysis (SciMat) and a qualitative literature review, to provide insight into the academic debate unfolding at the intersection of big data and business processes. SciMat analysis based on keyword co-occurrence enabled identifying 12 of the most productive research themes, as reflected in a poll of 301 articles about big data and business processes. The three most important themes are: firm performance, Industry 4.0, and innovation. The traditional literature review on firm performance indicated that big data analytics (BDA) positively influence business process performance and have a beneficial impact on a firm’s performance, that is, the role of big data is viewed as critical in the context of Industry 4.0 because it enhances productivity and improves business processes. The benefits of BDA can be achieved only if the organizational obstacles related to planning, workforce attitude, and alignment with strategy are overcome. Moreover, big data is perceived as a significant source of innovation in an organization and can be conceptualized with the use of a resource-based view (RBV) of the firm. BDA positively influence business processes, which is strengthened by adequate implementation and openness to innovation.

This study investigates how organizations in Brazil address sustainability concerns through collaborative governance efforts with strategic stakeholders. Organizations from New Zealand were considered as benchmarks for comparison.

This study is based on a qualitative exploratory research, supported by semistructured interviews. Ten organizations are interviewed, five from each country. Thematic analysis is used to analyze the interview data. Central management practices adopted by organizations are presented, and the goals, benefits, and limitations associated with collaborative initiatives are investigated.

The findings reveal that organizations in Brazil and in New Zealand are employing similar management and sustainability practices. Companies in both countries observe that collaborative efforts with strategic stakeholders improve their ability to meet market demands and jointly develop innovative solutions toward sustainability goals while exchanging knowledge and enhancing their operational effectiveness. Organizations perceive a number of tangible and nontangible value creation outcomes from sustainability practices, such as brand and reputational gains, improved supply chain management, and risk management attainments. The results also present limitations, such as internal limitations of organizations concerning how their executives and general staff incorporate sustainability issues into their organizations’ strategic planning and operational decisions.

Market pressures toward greener and more responsible operations equally affected organizations in both countries, without differentiation in operation between an emerging country such as Brazil and a developed country such as New Zealand. Directions for future research are presented. These are based on how organizations measure sustainability outcomes of management practices and collaborative alliances, and how organizations map upcoming market demands and opportunities to deliver more value to society as the sustainable development debate continues to evolve.

This chapter covers total quality management (TQM) with respect to the Lean and Six Sigma methods used to improve the effectiveness and efficiency of hospitality operations. In the first section, TQM is discussed. In the second section, Lean and Six Sigma techniques are examined individually. Then, Lean and Six Sigma are connected with an example of a housekeeping case study that applies both methodologies. In the third section, business analytics are explored and statistical process control analysis is demonstrated using a hotel room cleanliness example. The fourth section summarizes the concepts of change management, which is critical for embracing the philosophies of TQM. Finally, project management is discussed in the fifth and last section.

The objective of the research is to explore the importance of online reputation management through some core concepts: technologies and entrepreneurship. Specifically, the research will explore how in a tourism ecosystem context, it is strategically relevant through the use of Big Data Analytics (BDA) to manage and improve online reputation management. An emphasis will also be placed on the concept of entrepreneurship and dynamic capabilities. Finally, the research also explores empowerment issue to shed some considerations on the development of tourists' online reviews.

This chapter makes a case for extending institutional preservation strategies to the entire landscape of knowledge capital. First, the authors define the three primary types of capital – physical, financial, and knowledge. Knowledge capital is further broken down into three categories – human, structural, and relational. The individual types of knowledge capital are defined, along with their variant economic properties and behaviors. The challenges these variations present for preservation are discussed. The authors also highlight these assets’ significant opportunities for curating new knowledge. Each type of knowledge capital is described, along with the preservation challenges and the curation opportunities.

The assessment of the success of Performance Management Systems (PMS) is difficult because there are many success factors, they are mutually dependent on each other, and located at different hierarchical levels of an organization. Therefore, there is a need to describe the complete logical chain, which makes PMS successful for an organization and to find out a comprehensive list of key factors (KF) affecting the success of PMS. The objective of this research paper is to develop a method to assess success of a PMS based on a logical chain of 14 KF.

The research first develops a logical chain based on the 14 KFs on the basis of prior studies and then carries out a survey about these KFs (15 check points) of PMS and their connection to organizational performance for a small sample of firms from two EU countries.

There are next findings of this study which indicate following: KFs of PMS affect organizational performance; successful PMS improves organizational performance; PMS is successful for the organization when the completeness of the logical chain in PMS is high.

The practical contribution of this study is that findings show that firms can assess their own PMSs and compare their check point values against the values of successful PMS group. This kind of analysis indicates directly improvement potential for the different check points in PMS.

This chapter brings all the key points from each of the earlier chapters together towards a framework for crafting and executing an effective customer experience (CX) strategy. We go back to the ‘how of customer experience management (CEM)’ discussed in the first chapter and connect the dots for the readers through the process and include the common roadblocks and challenges that come in the way to achieve CX results. In this chapter we also link up customer experience to the big ideas of customer centricity and customer engagement. Finally, we discuss the future of customer experience and how CXM/CEM continued to evolve during the COVID-19 pandemic.