Search results

Artificial intelligence (AI) is increasingly applied by businesses to optimize their processes and decision-making, develop effective and efficient strategies, and positively influence customer behaviors. Businesses use AI to generate behaviors such as customer retention (CR). The existing literature on “AI and CR” is vastly scattered. The paper aims to review the present research on AI in CR systematically and suggest future research directions to further develop the field.

The Scopus database is used to collect the data for systematic review and bibliometric analysis using the VOSviewer tool. The paper performs the following analysis: (1) year-wise publications and citations, (2) co-authorship analysis of authors, countries, and affiliations, (3) citation analysis of articles and journals, (4) co-occurrence visualization of binding terms, and (5) bibliographic coupling of articles.

Five research themes are identified, namely, (1) AI and customer churn prediction in CR, (2) AI and customer service experience in CR, (3) AI and customer sentiment analysis in CR, (4) AI and customer (big data) analytics in CR, and (5) AI privacy and ethical concerns in CR. Based on the research themes, fifteen future research objectives and a future research framework are suggested.

The paper has important implications for researchers and managers as it reveals vital insights into the latest trends and paths in AI-CR research and practices. It focuses on privacy and ethical issues of AI; hence, it will help the government develop policies for sustainable AI adoption for CR.

To the author's best knowledge, this paper is the first attempt to comprehensively review the existing research on “AI and CR” using bibliometric analysis.

Supplier selection for capital procurement is a major strategic decision for any automobile company. The decision determines the success of the company and must be taken systematically with the utmost transparency. The purpose of this paper is to construct capital procurement decision-making model to optimize supplier selection in the Indian automobile industry.

To achieve the stated objective, a combined approach of fuzzy theory and AHP-DEMATEL is applied. Evaluation parameters are identified through an extensive literature review and criteria validation has been introduced through a Fuzzy Delphi method by using fuzzy linguistic scales to handle the vagueness of information. AHP is employed to find the priority weight of criteria, although an inter-relationship map among criteria is not possible through AHP alone since it considers all criteria as independent. To overcome this, DEMATEL is used to establish cause-effect relationships among criteria.

The results show that the total cost of ownership (TOC) is the first weighted criterion in supplier selection for capital procurement, followed by manufacturing flexibility and maintainability, then conformity with requirement. The cause-effect model shows that supplier profile, TOC, service support and conformity with requirement are in the cause group and are considered to be the most critical factors in selecting the supplier.

The study’s outcome can help the automobile industry to optimize their selection process in selecting their suppliers for capital procurement; the proposed model can provide guidelines and direction in this regard.

This study aims to evaluate the role of social media (SM) tools in polio prevention in an Indian context by using a hybrid Delphi-decision-making trial and evaluation laboratory (DEMATEL) approach.

A preliminary list of suitable evaluation criteria was derived from an extensive literature review. Ten experts were then contacted to collect data and finalize the most prominent criteria by using the Delphi method. To establish cause-effect relationships among the criteria, further data were collected from 21 experts. The DEMATEL method was applied to process and interpret the data collected.

The analysis grouped criteria into two sets, i.e. cause and effect. The results show that awareness of social cause and government utilization of resources fall into the cause group; these elements are critical as both directly affect the remaining criteria. These outcomes can help government and businesses to utilize SM for public health surveillance, e.g. to promote schemes/initiatives through sites concerning polio or related health issues.

The findings of this research are useful for governments and individual companies to conceive their marketing initiatives akin to polio prevention issues by using SM.

Despite the emergence of SM, there has been little discussion in existing literature on their role in polio prevention; however, measuring such role could be useful in practice to help decision-makers in exploiting the potential of SM in the health-care context. To fill this gap, this study aims to measure the role of SM in polio prevention in the Indian context and to create a cause-effect evaluation model. Using an integrated Delphi-DEMATEL framework for decision-making in the health-care context is another novelty of this study.

This chapter highlights the research contribution, managerial implications followed by the strategy to be implemented to attain sustainability of financial innovation in e-payment system (EPS). The chapter further addressed the future scope of research in the financial market, with brief concluding remarks.

With the time and increase in usage of information technology (IT), blockchain technology is gaining immense attention from researchers, academicians, and practitioners because of its distinctive features such as transference, security and data reliability. The purpose of this study is to endow with a systematic review of literature on blockchain in context to the government education sector in terms of its usage, benefits, obstacles and practical implementation in future areas in education.

The study adopted a bibliometric visualization tool to classify data in yearly publications, highly cited journals, prominent authors, leading publications in countries and institutions and highly cited papers – the data was extracted from the SCOPUS database by using relevant keywords. Thus, the following research questions were developed: How has blockchain technology been used in the government educational sector? What are the benefits examined in the field of education? What were the problems/obstacles faced using the technology in a government education structure?

The findings identify and provide a comprehensive review of the technique regarding the present research stream in terms of highest publication, author, journal, subject-wise and relevance of the technology in government education structure. Thus, the future research potential of the technology in the education sector is much more as it is in the initiation stage. A lot of opportunities and benefits need to be extracted at large.

The present findings of the study provide a base work for government education institutions, policy developers and researchers to investigate other areas where the technology can be implemented. Finally, more technology applications will develop strategies for proper data management and cost-effective decisions.

This study explains the relevance of technology in education through bibliometric visualization. The study adopted the review and significance of blockchain technology in the government education sector by identifying its benefits, current scenario, application and future research potential areas.

This chapter introduces the concept of financial market and highlights the role of e-payment systems in the financial market by focusing on the keywords of financial innovation, e-payment and sustainability.

This chapter elaborates the concept of Structural Equation Modelling (SEM) and further validates the model for the sustainability of financial innovation using factors of e-payment system, adoption intention, trust and sustainability, and finally derives a model for the sustainability of the financial innovation using SEM. The chapter also presents Sustainability of E-payment System on Customer Perspective (SEPSCP) through segmentation approach.

Artificial intelligence (AI) can enhance human resource resiliency (HRR) by providing the insights and resources needed to adapt to unexpected changes and disruptions. Therefore, the present research attempts to develop a framework for future researchers to gain insights into the actions of AI to enable HRR.

The present study used a systematic literature review, bibliometric analysis, and network analysis followed by content analysis. In doing so, we reviewed the literature to explore the present state of research in AI and HRR. A total of 98 articles were included, extracted from the Scopus database in the selected field of research.

The authors found that AI or AI-associated techniques help deliver various HRR-oriented outcomes, such as enhancing employee competency, performance management and risk management; enhancing leadership competencies and employee well-being measures; and developing effective compensation and reward management.

The present research has certain implications, such as increasing the HR team's proficiency, addressing the problem of job loss and how to fix it, improving working conditions and improving decision-making in HR.

The present research explores the role of AI in HRR following the COVID-19 pandemic, which has not been explored extensively.

The purpose of present study is to identify influential aspects of published literature, research streams and future research questions to set forth future research agenda based on comprehensive literature review using bibliometric and content analysis.

The study analyzed 285 documents from the international Scopus database using bibliometric analysis and content analysis. VOSviewer software is used for bibliometric analysis.

The study identified influential aspects of published literature; identified five significant research streams: (1) Demonetization and financial system, (2) Demonetization and financial technology, (3) Demonetization and financial market, (4) Demonetization and digital payment system and (5) Demonetization and governance and proposed 27 key future research questions to develop future research agenda.

The present study makes significant contribution to the literature by providing a framework for future research. The framework provides opportunities to future researchers to explore the web of relations among five identified research streams as future research agenda.

The present work is unique in its way of contribution, as to the best of researchers' knowledge no work was witnessed in published literature to cover demonetization in a detailed and comprehensive manner. The present study fills this gap by conducting bibliometric analysis and content analysis. The study proposed conceptual framework for demonetization characterization to understand the demonetization literature well; and also proposed framework for future researcher to be explored further.

This chapter focusses on the identification of sustainability factors. Out of the 77 variables used in the questionnaire for collection of the information, on sustainability of financial innovation in e-payment system (EPS), the important factors are identified and derived using exploratory factor analysis (EFA). This chapter further presents validation of the identified factors through confirmatory factor analysis (CFA). Based on the identified factors, a model for EPS is proposed. The chapter also presents a scale developed based on identified factors.