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The authors have analyzed IBM surveys on evolving C-suite technology priorities over several years to find fresh opportunities for Chief Executive Officers (CEOs), Chief Marketing Officers (CMOs) and Chief Information Officers (CIOs) to work closely together.

This new study of evolving technology priorities is based on conversations with thousands of private and public sector C-suite executives participating in a series of IBM surveys over the past decade.

The authors found that the major technology challenges facing corporations are how to manage openness across the organization, individualize customer relationships and invest in the partnership ecosystem for innovation.

This is a meta analysis based on a series of reports on IBM interviews with top executives starting in 2004.

To achieve significant innovation, outperforming organizations are pursuing external partnerships. Increasingly partners are non-traditional – communities of interest, academic institutions or other types of organizations.

The authors identify three key challenges for CEOs, CMOs and CIOs and show how they can align their technology plans and resources to address them.

Central to the corporate response to decades of discontinuity has been a rapidly growing and increasingly impactful role of data and digital technologies. This article studies that co-evolution.

Reviewing annual and semi-annual IBM survey data from CEO interviews across the past 20 years, IBM Institute for Business Value research has gained a unique perspective on how corporate leaders have used data technology to stay at the vanguard of change.

In 2021, 62 percent of the highest performing CEOs said technology infrastructure, specifically data infrastructure, is the greatest challenge for their organization.

From coping with uncertainty, change and complexity, to the need for more actionable insights, to empowering the individualization of the customer experience and engagement with ecosystem partners, data and digital technologies are now central to helping organizations address their top challenges.

Business leaders must think strategically about how the interplay between data, technology and business transformation will need to be shaped to catalyze even more value for the enterprise and its customers.

This article aims to provide an understanding of how utilitarian services can make the customer experience more hedonic.

The author performs an in-depth case study of a leading wealth management firm that is reinventing its business model to incorporate a hedonic perspective into experience design.

The findings reveal how a traditionally utilitarian firm integrates hedonic elements into the customer experience. The findings describe and expose how four experience design characteristics are interactively linked to form a customer journey model, from eliciting emotional engagement to trigger rapid enrolment through to individualising the experience to drive purchase.

This research takes the perspective of the firm to explore the research question. No customer data are collected.

The article provides evidence-based recommendations that can serve as a platform to develop an action plan for designing and deploying hedonic elements in the customer experience in utilitarian contexts.

This study challenges the dichotomy between utilitarian and hedonic services. It derives an empirically grounded understanding of an intended experience that combines design characteristics associated with both the utilitarian and hedonic model at different stages of the customer journey. The emergent conceptual framework describes and links these design characteristics to enact the customer journey. Together, these empirical insights extend and enrich existing knowledge and provide actionable recommendations for managers.

The study analyses how Industry 4.0 and underlying digital technologies influence the design of ecosystems in global value chains (GVCs).

A qualitative-exploratory research design is used. It deploys a multiple case study based on semi-structured interviews with 73 German managers of multinational enterprises. Applying a qualitative content analysis, the expert interviews are inductively analyzed and triangulated with secondary data to develop a synthesized data structure.

The analysis reveals a general tendency towards decentralization of value chain activities. Depending on the nature of each activity and several contextual factors, however, hybrids between centralization and decentralization of processes can be observed in Industry 4.0 environments. Consequences for global ecosystems are altered cooperation with business partners, new organizational forms and novel market environments.

Given inherent limitations in scope and methodology, the study calls for cross-industry and cross-country analyses. Further studies should research implications of Industry 4.0 changes in ecosystems and GVCs, and the role digital platforms can play in this context.

The results help companies to analyze and adapt their role in ecosystems and associated GVC activities to Industry 4.0 environments, thus staying competitive in changing market conditions.

This study is among the first to empirically investigate the influence of Industry 4.0 on ecosystems embedded in GVCs. Reflecting existing company environments, it adds an international and company-external perspective to Industry 4.0 research.

This paper aims to explore the current state of research on supply chain flexibility (SCF) and mass personalization (MP) to identify the literature findings to date, research gaps and to provide guidelines for future research in this area.

A systematic literature review of 64 papers was undertaken to address the use of SCF as a productive response to MP environments. The methodology used is made up of five steps: formulation of the research questions, identification of studies, selection and evaluation of studies, analysis and synthesis and presentation of the results.

Three main research topics have been identified: personalization levels and flexible processes in supply chain, where flexible processes in supply chain are analysed as a productive response to high levels of MP; supply chain collaborative processes for SCF and MP, where product co-creation and relationships between supply chain members is analysed; and SCF and MP enabling technologies, in which technologies to support MP implementation and SCF are considered. Each of these three main topics have been divided into research lines and research sublines that allowed identifying a positive relationship between the SCF and the MP strategies.

Systematic literature review is a methodology reliable and recommended by a large number of scientific papers. However, it depends on available and accessible research studies and the researcher’s criteria. The selection of certain criteria for inclusion and exclusion of papers introduces publication bias, which should be considered an intrinsic limitation to systematic literature review.

The main literature findings in each research line and subline related to the SCF-MP relationship are identified and analysed. Furthermore, research gaps and further research lines in the SCF-MP area are highlighted. The information presented in this paper improves the literature on the advances in the SCF use as a productive response to MP environments.

This article aims to discuss the individualisation trend in the provision of social services, focusing on activation services specifically.

The individualisation trend in the provision of activation services is analysed against the background of public sector as well as social sector as well as social policy reforms: the introduction of new modes of governance and the rise of the active welfare state respectively.

Concrete manifestations of individualised service provision are often based on various interpretations of individualisation and reflect different meanings of citizens’ participation, and refer to different modes – or rather, mixes of different modes – of governance. The general argument of the article is illustrated and elaborated by analysing three national case studies of individualised service provision in the context of activation: the UK, The Netherlands and Finland.

The trend that is analysed in the article – individualised service provision – is very clearly present in welfare state reforms, but has thus far not received much attention in academic literature.

This paper presents the result of a document review on leisure and travel developments in mature Central European markets. Based on an extensive analysis of (1) socio‐demographic developments, (2) developments with regard to changing values, (3) developments with regard to the economic framework, (4) the future role of work, leisure and allocation of time here fore, (5) consumption trends, and (6) a number of singular other issues, implications for the tourism industry are drawn: (1) There is an increasing international standardisation (homogenisation) of basic service factors in terms of infrastructure and key service elements functionality, coupled with differentiating efforts in terms of specific service elements and experiences provided. (2) Due to and based on network advantages, future quantitative growth is basically triggered by large supply networks and travel corporations. (3) Growth will further take place at best suitable destinations in terms of securing time efficiency of travel experience, multi optionality of supply and international level of quality.

There are many academic contributions dealing with the impact of additive manufacturing on supply chains (Ben-Ner and Siemsen, 2017; Durach, 2017; Gravier and Roethlein, 2018; Brown, 2018; Rogers et al., 2016; Sasson and Johnson, 2016; Nyman and Sarlin, 2014). But how future supply chain design may differ from today is still vague. In this article, possible scenarios are discussed and decision support is provided for the management, which is responsible for long-term strategic decisions.

This papers introduces the general characteristics of additive manufacturing and its next steps of development. Based on these technological assumptions various scenarios are systematically derived applying the standardized nomenclature of SCOR-model. Resulting threats and chances will be discussed and finally brought to a conclusion.

With the spread of additive manufacturing, the industry has the opportunity to pursue completely new approaches in terms of product development, design and product properties. This not only leads to new competitive models and the possibility of customer individualization of the products down to volume “1”. In addition, there are new models for supply chain management that can be used to react quickly and flexibly to customer requests. Already today new approaches for the cooperation between partners play an essential role.For start-ups, market entry should be simplified by using the resulting opportunities.

Future developments and especially the development speed of additive manufacturing are not predictable. Therefore, the expected scenarios may differ from reality and lead to a different supply chain design. There will also be industries that can use additive manufacturing much more intensively than others – not least because of the technological restrictions of the manufacturing process. Corporate culture and the overcoming of technical challenges are a decisive factor.

This paper gives supply chain management an outlook on future development opportunities. This enables management to set the right course for a future-oriented position today.

The changes in the supply chain will open up new business models while existing models will disappear. This leads to a change in the field of logistics but also for many technology providers. As a consequence, there will be serious changes (opportunities and risks) for the employees involved and their working environment.

This paper enables management to understand the scope and impact of upcoming changes. In this way, it significantly promotes awareness-raising and contributes to the future-oriented proceeding of companies.

Building on recent smart hospitality systematic reviews and extensive literature analyses, this paper aims to explore recent developments, themes and issues within smart hospitality. It synthesises existing knowledge, extrapolating forward and contributes to the future development of smart hospitality by serving as a reference to enrich academic/industry discussions and stimulate future research.

The research examined 8 recent review articles on smart hospitality and tourism and extracted 145 articles in peer-reviewed sources from Web of Science focussed on smart hospitality. These publications supported in-depth analysis to explore the body of knowledge and develop foresight for the future of smart hospitality within business ecosystems at tourism destinations. It synthesises knowledge and provides the basis for the development of a comprehensive in-depth research agenda in smart hospitality innovations as well as the formulation of agile hospitality ecosystems.

This paper illustrates that smart hospitality introduces disruptive innovations that affect the entire hospitality ecosystem. Smart hospitality takes advantage of smart cities and smart tourism towards establishing agile business ecosystems in networked destinations. Having reviewed the existing literature, the study developed a conceptual framework and introduced a comprehensive future research agenda. This includes the drivers of smart hospitality, namely, customer-centricity, personalisation, individualisation and contextualisation; marketing-driven hospitality excellence and metaverse; as well as operation agility, asset strategy, talent management and supplier interoperation. It also identified the foundations that provide the infostructure for smart hospitality, including ambient intelligence, big data, processes and sustainability, providing the capability blocks to co-create value for all stakeholders in the hospitality ecosystem.

This study conceptualises smart hospitality as a disruptive and innovative power that will affect the competitiveness of hospitality and tourism organisations as part of a comprehensive ecosystem. It identifies the key stakeholders and explores how they can take advantage of emerging developments. This paper proposes the drivers and foundation for future research on smart hospitality. The research provides a conceptual synthesis of the literature and the concepts that have been elaborated. The foundations are effectively the infostructure that enables the drivers to add value to different stakeholders. Key issues are identified to stimulate further research on the area to support smart hospitality development and adoption.