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Although improving customer experience (CX) has always been one of the top priorities of business process management (BPM), the evidence on the actual contribution made by traditional BPM to improving CX and customer experience management (CXM) is mixed. Recently, new and enhanced capability areas have been added to the traditional BPM frameworks, yet it is unclear which of them contribute to CXM. Moreover, it is not known which of them are necessary and which are sufficient conditions. The aim of this research is to shed light on the research gap concerning which BPM capabilities, especially new and enhanced ones, are relevant to CXM.

Quantitative data from 268 medium and large companies in 3 EU countries were analysed using hierarchical linear regression analysis and necessary condition analysis.

The results show that traditional BPM capabilities are a necessary condition for CXM, but with minor significance. Most highly significant necessary conditions and also most highly or medium significant sufficient conditions belong to the People or Culture area. Agile Process Improvement is the only new or enhanced BPM capability area in the Methods/IT area that is a necessary and also a sufficient condition for CXM maturity. Advanced Process Digitalisation was identified as neither a significant necessary nor a sufficient condition for CXM.

This research contributes to better understanding of the role played by BPM for CXM, where previous research provides mixed results.

Although it is commonly agreed that prescriptive analytics can benefit organizations by enabling better decision-making, the deployment of prescriptive analytics tools can be challenging. Previous studies have primarily focused on methodological issues rather than the organizational deployment of analytics. However, successful deployment is key to achieving the intended benefits of prescriptive analytics tools. Therefore, this study aims to identify the enablers of successful deployment of prescriptive analytics.

The authors examine the enablers for the successful deployment of prescriptive analytics through five organizational case studies. To provide a comprehensive view of the deployment process, each case includes interviews with users, managers and top management.

The findings suggest the key enablers for successful analytics deployment are strong leadership and management support, sufficient resources, user participation in development and a common dialogue between users, managers and top management. However, contrary to the existing literature, the authors found little evidence of external pressures to develop and deploy analytics. Importantly, the success of deployment in each case was related to the similarity with which different actors within the organization viewed the deployment process. Furthermore, end users tended to highlight user participation, skills and training, whereas managers and top management placed greater emphasis on the importance of organizational changes.

The results will help practitioners ensure that key enablers are in place to increase the likelihood of the successful deployment of prescriptive analytics.

This study develops and tests a comprehensive model that examines whether dimensions of supervisors’ job demands and resources influence their work motivation through their job strain levels while managing disability accommodation (DA).

The proposed model leverages the assumptions of established job demand and resources theories, including demand-ability fit, job demand-control, job demand-control-support, and effort-reward balance models. Then, we tested with the quantitative data from 335 British, Canadian, American, Australian, Dutch, and German supervisors with recent DA experience.

This study found support for the proposed model. Job control and social support directly affected work motivation, while job strain did not mediate the relationship between job control and social support and work motivation. The results suggest that employers looking to improve the likelihood of DA success should focus on providing adequate job control, social support, and rewards to supervisors responsible for accommodating employees with disabilities.

This research enhances our understanding of how additional DA responsibilities impact supervisors and aids in the development of effective DA management policies and interventions, providing robust support for practitioners.

This study contributes to extending the DA literature by testing the applicability of different theoretical models to explain the effect of the additional DA responsibility on supervisors’ job demand, strain, and motivation levels and identify the resources to mitigate them.

This paper aims to understand the impact of big data on the UAE audit profession. Mainly exploring whether the emergence of big data threatens the reliability of audit standards and whether audit standards need to be improved. Also, exploring the impact of big data on the collection of audit evidence.

Semistructured interviews were used to collect data, mainly targeting the audit-related workers of the Big Four and Non-Big Four audit firms in the UAE. Thematic analysis is adopted to analyze the original data, and the main factors affecting the audit standard and audit evidence collection.

This study found that the reliability of audit standards and the way audit evidence is collected can be affected by big data. It concludes that audit standards need to be improved and strengthened to include detailed essential elements associated with big data to ensure audit reliability, legitimacy and regularity. The results also identify the impact of big data on audit evidence in terms of adequacy, appropriateness, authenticity, consistency and reliability, as well as the impact on the validity and completeness of evidence collection. The research highlights the importance of big data skills and knowledge education, the contribution and challenges of big data to auditing, and the use of big data in future auditing.

This research provides specific empirical evidence from both Big Four and Non-Big Four audit firms in the UAE, which is lacking in the literature on the use of big data technology by auditors to assist audit works in UAE. It may serve as a reference for other researchers or those interested in relevant research.

This research examined the influence of the service attribute components of a smart automated coffee vending machine on the enjoyment and choice behaviour of customers from the perspective of the Stimulus-Organism-Response paradigm.

To gain an improved understanding of the influential factors that can yield the desired study outcomes, this research employed sufficiency logic and necessity logic to provide insights and practical implications for research.

While this study identified “special benefits” as a sufficient factor to induce both enjoyment and choice behaviour, “interactive experience” and “ease of use” were found to be the fundamental factors for achieving these two desirable outcomes.

This research extends beyond the conventional approach of symmetric analysis by incorporating necessary condition analysis to explore the essential conditions necessary for enjoyment and choice behaviours during automated-vending-machine consumption. The smart feature, highlighted by the ‘interactive experience,’ is revealed as one of the necessary factors in fostering enjoyment and influencing consumer choice of beverages from smart automated vending machines.

The goal is to illuminate the requisites for the implementation of performance management reforms in a public bureaucracy.

The paper employs a configurational approach, qualitative comparative analysis, that identifies combinations of political and organizational conditions necessary and/or sufficient for success. The analysis applies the success factor identified in the literature in analyzing the experience of departments involved in a city-wide reform in Los Angeles. The analysis utilizes two rounds of survey data combined with case observations to evaluate the presence of these conditions. Cross-case comparisons employ Boolean logic to identify configurations associated with successful system implementation.

The analysis identifies several distinct configurations of conditions that appear in departments that implemented the reform. One emphasizes mayoral support, while others emphasize leadership in combination with other organizational capacities.

The analysis yields several insights for managers. First, no silver bullet such as strong leadership assures reform implementation. Second, there are multiple avenues to reform. An organization that lacks some prerequisites – such as leadership or metrics – may succeed in the presence of other features such as an innovative culture or external political support. Finally, the study provides a bracing council that even under favorable conditions, performance management reforms may fail to take root, for reasons that can be difficult to predict.

The paper highlights the importance of considering configurations of conditions rather than focusing on conditions independently. Also, it highlights the importance of equifinality, the notion that observed outcomes can have multiple causes, a perspective typically missing in correlational analyses.

The purpose of this paper is to characterize a commutative ring R with identity which is not an integral domain such that ZT(R), the total zero-divisor graph of R is connected and to determine the diameter and radius of ZT(R) whenever ZT(R) is connected. Also, the purpose is to generalize some of the known results proved by Duric et al. on the total zero-divisor graph of R.

We use the methods from commutative ring theory on primary decomposition and strong primary decomposition of ideals in commutative rings. The structure of ideals, the primary ideals, the prime ideals, the set of zero-divisors of the finite direct product of commutative rings is used in this paper. The notion of maximal Nagata prime of the zero-ideal of a commutative ring is also used in our discussion.

For a commutative ring R with identity, ZT(R) is the intersection of the zero-divisor graph of R and the total graph of R induced by the set of all non-zero zero-divisors of R. The zero-divisor graph of R and the total graph of R induced by the set of all non-zero zero-divisors of R are well studied. Hence, we determine necessary and sufficient condition so that ZT(R) agrees with the zero-divisor graph of R (respectively, agrees with the total graph induced by the set of non-zero zero-divisors of R). If Z(R) is an ideal of R, then it is noted that ZT(R) agrees with the zero-divisor graph of R. Hence, we focus on rings R such that Z(R) is not an ideal of R. We are able to characterize R such that ZT(R) is connected under the assumptions that the zero ideal of R admits a strong primary decomposition and Z(R) is not an ideal of R. With the above assumptions, we are able to determine the domination number of ZT(R).

Duric et al. characterized Artinian rings R such that ZT(R) is connected. In this paper, we extend their result to rings R such that the zero ideal of R admits a strong primary decomposition and Z(R) is not an ideal of R. As an Artinian ring is isomorphic to the direct product of a finite number of Artinian local rings, we try to characterize R such that ZT(R) is connected under the assumption that R is ta finite direct product of rings R1, R2, … Rn with Z(Ri) is an ideal of Ri for each i between 1 to n. Their result on domination number of ZT(R) is also generalized in this paper. We provide several examples to illustrate our results proved.

The implication of this paper is that the existing result of Duric et al. is applicable to large class of commutative rings thereby yielding more examples. Moreover, the results proved in this paper make us to understand the structure of commutative rings better. It also helps us to learn the interplay between the ring-theoretic properties and the graph-theoretic properties of the graph associated with it.

The results proved in this paper are original and they provide more insight into the structure of total zero-divisor graph of a commutative ring. This paper provides several examples. Not much work done in the area of total zero-divisor graph of a commutative ring. This paper is a contribution to the area of graphs and rings and may inspire other researchers to study the total zero-divisor graph in further detail.

The purpose of this study is twofold. First, this research explores the level of Islamic financial literacy of customers in the context of Islamic banking. Second, this study examines the determinants of customer adoption of Islamic banking in Turkey.

This study gathered sample data from 409 participants determined using the purposive sampling method. In the study, first, the reflective measurement model is used to examine the reliability, validity and multicollinearity problems of the variables. Then, AMOS structural equation model (SEM) is used to reveal the relationship between Islamic financial literacy and Islamic banking services. Additionally, this study performed both descriptive and inferential analysis to understand customer literacy about Islamic banking and their adoption behavior of Islamic banking.

The results obtained from descriptive assessment indicate that Turkish customers of Islamic banking possess sufficient literacy about Islamic banking. Moreover, the results from SEM indicate that the adoption of Islamic banking by customers is significantly predicted by the role of Sharia Board management, Islamic banking and purpose of financial institution, religious factor and legitimacy of Islamic financial system.

This study focuses only on the level of knowledge and perceptions of customers who have accounts in Islamic banks or financial institutions in Turkey. It does not focus on the level of knowledge and perception of Muslims who do not have accounts in Islamic banks and financial institutions.

Previous studies on Islamic banking are mostly studies that investigate customers’ perceptions of the Islamic banking system and why individuals prefer Islamic banks. In particular, studies examining the relationship between individuals’ Islamic financial literacy level and Islamic banking preferences are limited. This study is considered to be an original study as it investigates the relationship between the Islamic financial literacy level of individuals and their adoption of Islamic banking services in Turkey.

The recent trends of managing how to achieve communication in a safe cyberspace have attracted the particular attention from scholars worldwide. The strategic initiative of having an active organization of communication pathways is required for further scholarly elaboration to enable a subsisting safe community in cyberspace. An example of the challenges is the issue of trust in information or questionable issues denoting lack of detail and clarity. Thus, this obviously refers to a dubious circumstance that needs to explain the situation on addressing the critical issue of trust-based quality information. To respond to such an apparent situation, this paper aims to critically explore the insightful value of trust in information as essential element of quality assurance. Such arranged strategy would enable individual capacity and accountability in achieving the efficient communication management for a safe cyberspace.

The study attempted a critical review of recent literature by analysing peer-reviewed articles from journals, books, proceedings and book chapters related to theme of communication management for safe cyberspace.

The finding reveals that the strategic approach of enabling effective communication management for safe cyberspace is actualized through advancing trust-based quality information.

This paper aims to contribute towards enhancing communication management for safe cyberspace by addressing issues relating to trust that would lead to the quality of information.

Wool fiber is accepted as one of the natural and renewable sources and has been used in the apparel and textile industry since ancient times. However, wool fiber has the highest global warming potential value among conventional fibres due to its high land use and high methane gas generation. This study aimed to recycle the wool fabric wastes and also to create a mini eco-collection by using the produced yarns.

This manuscript aimed to evaluate the fabric wastes of a woolen fabric producer company. Fabric wastes were opened with two different opening systems and fiber properties were determined. First, conventional ring yarns were produced in the company’s own spinning mill by mixing the opened fibres with the long fiber wastes of the company. In addition, opening wastes were mixed with different fibres (polyester, long wool waste, and Tencel fibres) between 25% and 70% in the short-staple yarn spinning mill and used in the production of conventional ring and OE-rotor yarns. Most of the yarns contained waste fibres at 50%. Recycled and virgin yarns were used as a weft and warp yarn and a total of 270 woven fabric samples were obtained and fabric properties were examined. Also, a fabric collection was created. A life cycle assessment (LCA) was made for one of the selected yarns.

At the end of the study, it was determined that it was possible to produce yarn and fabric samples from fiber blends containing high waste fiber ratios beyond 50%. All the woven fabric samples produced from conventional ring and OE-rotor yarns gave higher breaking, tearing and stitch slip strength values in the weft and warp direction than limit quality values of the company. In addition, abrasion resistance and WIRA steam stability properties of the fabric samples were also sufficient. Environmental analysis of the recycling of the wastes showed a possible decrease of about 9940034.3 kg CO2e per year in the global warming potential. In addition, fiber raw material expenses reduced yarn production cost about 50% in case of opened fabric waste usage. However, due to insufficient pilling resistance results, it was decided to evaluate the woven fabrics for the product groups such as shawls and blankets, where pilling resistance is less sought.

The original aspects of the article can be summarized under two headings. First, there are limited studies on the evaluation of wool wastes compared to cotton and polyester fibres and the number of samples examined was limited. However, this study was quite comprehensive in terms of opening type (rag and tearing), spinning systems (long and short spinning processes), fiber blends (waste 100% and blends with polyester, long wool waste and Tencel fibres) and yarn counts (coarser and finer). Recycled and virgin yarns were used as a weft and warp yarn and a total of 270 woven fabric samples were obtained using different colour combinations and weave types. All processes from fabric waste to product production were followed and evaluated. Life cycle assessment (LCA) and cost analysis was also done. The second unique aspect is that the problem of a real wool company was handled by taking the waste of the woolen company and a collection was created for the customer group of the company. Production was made under real production conditions. Therefore, this study will provide important findings to the research field about recycling, sustainability etc.