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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.

The study aims to analyze the relationship between teachers’ information and communication technology (ICT) efficacy and the ICT environment in teaching-learning. For this, the current research attempts to explore and understand the role of ICT factors in higher education and develop a framework for future researchers to gain a substantial understanding of the teachers' ICT efficacy and ICT environment.

Teachers’ ICT efficacy has been analyzed in three domains, i.e. technological, content and pedagogical. The ICT environment is measured on training aspects, ICT tools and administrative support. The researcher adopted purposive sampling as a part of the non-probability sampling technique. The questionnaire was circulated among the experts through e-mail to collect the required response sheets. The experts are working in different academic institutes in India, primarily from premier institutes of the country. It covers all the regions of the country, and 22 experts are taken in the research study for collecting the data. The study uses the decision-making trial and evaluation laboratory method to explore the link among identified factors and criteria through the expert’s opinion method to achieve the set objectives within the Indian context.

The results indicate that the content efficacy of a teacher is pivotal to providing sound teaching-learning using digital tools and techniques. The developed model, measuring the cause-effect relationship based on the role of ICT efficacy of teachers in delivering teaching, will enable academic organizations to frame policies and strategies that will focus on enhancing teachers' competencies towards self and organizational growth.

The present research is one of the pioneering works that investigates the factors of ICT in higher education.

In this chapter, we describe the importance of good governance in the metaverse. It offers unlimited opportunities and presents unique governance challenges. First, we describe the concept of good governance and its relevance to the metaverse. We emphasize that the speed of metaverse adoption depends upon the presence or absence of effective governance. Recognizing the metaverse as the next iteration of the internet, we present significant governance issues. Some issues such as interoperability, security, safety, privacy, law, and digital inequality are critical governance issues in the metaverse. Next, we explore the diverse governance frameworks to ensure the implementation of policies and regulations. These frameworks include decentralized governance, cross-sector collaboration, and standards-based governance. We also describe the best practices which are essential for good governance. To materialize the concepts and principles discussed, we present a compelling case study centered on Decentraland. This insightful exploration dissects a decentralized autonomous organization (DAO)-based governance structure, offering valuable insights into the intricacies and stages of governance proposals. We acknowledge both the merits and potential drawbacks inherent to this approach. This chapter aims to offer an all-encompassing view of metaverse governance, essentially serving as a comprehensive roadmap for traversing the multifaceted landscape of this digital frontier.

This study aims to explore blockchain potential for digital marketing (BlkChn-Mk-KAP) by developing and validating a measurement model for assessing the constructs of knowledge, attitude and practice (KAP) related to blockchain technology in digital marketing.

A four-study process was used. The first study reviewed the literature to develop a pool of possible measurement items. Using exploratory factor analysis and reliability assessments, Study 2 (n = 162) investigated the dimensionality of the items developed in Study 1. The factorial structure from Study 2 was validated in Study 3 (n = 204), and the measurement model invariance was assessed using covariance-based structural equation modelling (CB-SEM). Finally, in Study 4 (n = 203), the predictive validity of the BlkChn-Mk-KAP was tested using a CB-SEM approach, testing its constructs correlations with the perceived usefulness of blockchain for digital marketing.

The findings indicate that the BlkChn-Mk-KAP measurement model comprises three-dimensional multi-item scales: knowledge, attitude and practice.

This study introduces a promising BlkChn-Mk-KAP model to examine blockchain’s role in digital marketing. The authors acknowledge the sampling limitation in this research. To enhance the generalisability of the findings, future research should expand to different groups, including generation, gender and age. In addition, further exploration of the explicit links between blockchain knowledge, attitudes and subsequent digital marketing performance is warranted.

Educating employees about blockchain technology’s unique features can shape favourable attitudes and stimulate the utilisation of blockchain-enabled technologies in digital marketing practice. BlkChn-Mk-KAP can offer a reliable and valid instrument to benchmark marketers’ KAP of blockchain-powered digital marketing as they implement blockchain technology to gain a competitive advantage.

This study helps to adopt sustainable practices ensuring the wellbeing of the key stakeholders.

This research introduces the first validated conceptualisation and measurement model, BlkChn-Mk-KAP, to evaluate blockchain KAPs among digital marketing professionals.