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The purpose of the chapter was to examine the impact of customer care chatbots on customer satisfaction levels in the mobile telephony industry in Zimbabwe, with a special focus on the company Econet Wireless. This chapter shows the conceptual framework used. An online questionnaire was administered to a sample of 100 Econet Wireless subscribers who were selected using probability stratified random sampling from Zimbabwe’s 10 provinces. The research data were collected and analysed for correlation, and a multiple regression analysis was carried out to identify the relationship between customer satisfaction and the three customer service improvements brought in by the introduction of customer service chatbots. The study discovered that there is a positive relationship between customer satisfaction levels and each of the three customer service improvements brought in by customer service chatbots, namely customer service convenience, speed of response, and omnichannel strategies. This study thereby proves that the introduction of customer service chatbots in the mobile telephony industry in Zimbabwe can lead to an improvement in customer satisfaction levels. However, addressing service quality only as a determinant of customer satisfaction in isolation is not sufficient to fully improve customer satisfaction levels. Therefore, organisations that seek to improve their customer satisfaction should consider strategies that address all determinants of customer satisfaction, namely price, product quality, service quality, situational factors, and personal factors. This study contributes to the body of knowledge, particularly regarding the use of artificial intelligence (AI) for customer service in developing economies.

This study aims to elaborate on the existing link between maintenance practices and the digital world while also highlighting any unaddressed potential for digital transformation in aircraft maintenance. Additionally, explore how digital technologies contribute to optimizing efficiency within the continuing airworthiness management (CAM) processes.

A literature review was performed to provide a precise review of the authority regulations on CAM processes and existing literature on digital transformation, including artificial intelligence, machine learning, neural network and big data in civil aircraft maintenance and continuing airworthiness processes. This method is used to organize, analyze and structure the body of literature to identify research gaps in the selected scope of the study.

The high position of digital technologies in preventive and predictive maintenance and the need for legislative development for using them in CAM are emphasized. Moreover, it is shown in which area of CAM scientific research has been performed regarding the application of frontier digital technologies. In addition, the gaps between maintenance practices and the digital world, along with the potential scopes of digital transformation which has not been well addressed, are identified. And finally, how digital technologies can effectively increase efficiency in CAM processes is discussed.

To the best of our knowledge, no study comprehensively determined the body of existing knowledge on the aspects of digitalization related to the field of continuing airworthiness management and aircraft maintenance. The results of this study provide a positive contribution to airlines, policymakers, manufacturers and maintenance organizations achieving additional benefits from the implementation of digital technologies in the CAM processes.

This study aims to holistically explore the academic literature on female leaders to identify the key topics and dynamics of the field.

The authors systematically review 532 papers to explore the research on female leaders; based on objective and replicable criteria, the authors identify relevant papers and thus ensure the quality of the analysis. The bibliometric analysis and visualization support us in recognizing trends in this topic.

This study outlines the state of the art over the past decade by synthesizing theoretical contexts and critically discussing the main streams of research on sustainability, firm outcomes and barriers preventing women from reaching the upper echelons. The authors also explore empirical issues and highlight areas that entail new paths for future scholars.

The research provides novel evidence of the attempt internationally to increase female participation at the top of the firm hierarchy by analyzing firm outcomes, sustainability and the constraints faced by women in achieving these careers.

The results show that the participation of women in leadership roles is not (only) a matter of compliance with current regulations. Through their ability to monitor key social and environmental issues from a long-term perspective and their attention to the internal control systems, companies more effectively pursue their financial and nonfinancial aims.

Using bibliographic and narrative analyses, this study reviews the literature on women at the top of the firm hierarchy with a focus on business research. The authors extend prior studies by investigating a larger pool of firm roles to provide a comprehensive understanding of this widely discussed topic.