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Customer experience management (CXM), which aims to achieve and maintain customers' long-term loyalty, has attracted the attention of many organizations. Improving customer experience management in organizations requires that, first, their relevant capabilities be evaluated. The present study aimed to offer a set of key performance indicators for evaluating customer experience management in commercial banks.

The study, first, attempted to identify the components of evaluating customer experience management by reviewing the related literature and conducting interviews with experts. Then, the extracted components were transformed into assessable metrics using the goal question metric method, and the key performance indicators relevant to customer experience management in commercial banks were selected according to the experts' opinions and the Fuzzy Delphi method.

According to the findings of the study, 21 key performance indicators were identified for customer experience management in commercial banks, and customer satisfaction, the mean number of calls to resolve an issue in customer journey touchpoints, the NPS, and the ratio of the budget allocated to the CXM department to the budget of the marketing department were found as the most significant performance indicator according to banking experts.

The present study was among the first research projects intended to evaluate CXM and offer key performance indicators that could help the managers of commercial banks assess the maturity levels of their CXM.

Internet of things (IoT) promises advantages in different sectors, especially the health-care sector. Due to its capabilities for chronic disease management, IoT has attracted the attention of researchers. Nowadays, there is research that focuses on the use of IoT for chronic disease management. However, the use of IoT in various contexts faces different barriers. This paper aims to explore Iranian experts’ conceptions of the barriers to using IoT in Iran regarding its application for chronic disease management.

This study follows a phenomenographic method to investigate Iranian experts’ conceptions of the barriers to using IoT in Iran regarding its application for chronic disease management.

The results show that there are four categories of description (governance, technical, economic and social barriers) that vary among experts’ conceptions.

The findings of the present work could provide valuable insights for managers and policymakers who want to address IoT barriers.

COVID-19 is an infectious disease caused by the SARS-CoV-2 virus. Considering the restricted and enclosed nature of prisons and closed environments and the prolonged and close contact between individuals, COVID-19 is more likely to have a higher incidence in these settings. This study aims to assess the prevalence of COVID-19 among prisoners.

Papers published in English from 2019 to July 7, 2023, were identified using relevant keywords such as prevalence, COVID-19 and prisoner in the following databases: PubMed/MEDLINE, Scopus and Google Scholar. For the meta-analysis of the prevalence, Cochrane’s Q statistics were calculated. A random effect model was used due to the heterogeneity in COVID-19 prevalence across included studies in the meta-analysis. All analyses were performed in STATA-13.

The pooled data presented a COVID-19 prevalence of 20% [95%CI: 0.13, 0.26] and 24% [95%CI: 0.07, 0.41], respectively, in studies that used PCR and antibody tests. Furthermore, two study designs, cross-sectional and cohort, were used. The results of the meta-analysis showed studies with cross-sectional and cohort designs reported 20% [95%CI: 0.11, 0.29] and 25% [95%CI: 0.13, 0.38], respectively.

Through more meticulous planning, it is feasible to reduce the number of individuals in prison cells, thereby preventing the further spread of COVID-19.

In this research, we investigate the effect of high-performance work practices (HPWPs) on medical professionals' work outcomes through the mediating effect of perceived organizational support (POS).

The study analyzes the opinions of 218 medical doctors from private hospitals in Bangladesh, employing Partial Least Square-Structural Equation Modeling (PLS-SEM).

We find that HPWPs enhance employee performance and POS and minimize turnover intention. POS also has a substantial influence on both employee performance and turnover intention. Moreover, POS finds a significant mediating effect on HPWPs and performance as well as HPWPs and turnover intention relations.

The current research focuses on medical doctors who are presently working in private hospitals in Bangladesh.

First, the hospital would recognize the role of employee perceived HPWPs. Second, they might understand how HPWPs would utilize and maintain employees effectively via POS that might further improve the healthcare industry. Suggestions for future research indicate the models potential to provide optimal workplace environments that can benefit organizations as well as improve employee performance.

The study would provide a unique insight into the higher-order HPWPs system and its effects on the health care organizations in developing country contexts like Bangladesh. This study also extends the research on POS as a mediator between higher-order HPWPs and employee outcomes in the organization.

The aim of this paper is to examine the effect of talent management (TM) practices on employee performance (EP) among academic staff of Malaysian private universities (MPU) through employee engagement (EE).

This paper used both descriptive and quantitative approaches, while the research unit of analysis consists of MPU academic staff. A simple random and stratified sampling approach was utilized in this study while, the research sample consists of 314 MPU academic staff. A questionnaire was used to collect data from the target population, while partial least squares–structural equation modeling was used to evaluate the study hypotheses through a bootstrapping approach.

This paper results demonstrated that TM practices (succession planning practice, promotion practice and performance appraisal practice) have a significant effect on EP, while EE mediates the relationship between TM practices and EP in MPU.

This paper encourages university management to adopt and invest in TM practices for effective EE to achieve and sustain EP.

This paper has made a significant contribution to knowledge and to the operationalization of EE, EP and TM practices literature, which could help to develop theory, model, practice and research in areas of work performance.

This study aims to examine the impact of smart talent management (STM) on the performance of small and medium-sized enterprises (SMEs), which is mediated by providing an adoption innovation climate, and to verify the moderate power of adoption motivational culture on STM and SMEs performance (SMEsP).

The quantitative methodology was adopted through an online survey questionnaire to collect data from SMEs listed in Chambers of Commerce and Industry located in Jordan, the United Arab of Emirates and Kind Saudi Arabia in the Middle East region. Responses were collected from 163 firms out of 568, representing a 28.7% response rate. The data were analyzed using the structural equation modeling technique to test the hypotheses.

The results of this study fail to support the view that STM has a positive and significant effect on SMEs’ performance, as well as the adoption of motivational culture strengthened the relationship between STM and SMEsP. In addition, the adoption of motivational culture strengthened the relationship between STM and SMEs’ performance.

This research extends the application of cognitive social theory, whereby STM functions as a value-adding activity within SMEs. This research extends the application of cognitive social theory, where STM functions as a value-adding activity within SMEs.

Previous research focused on open innovation (OI) suggests that enterprises benefit from adopting the journey; however, the relationship among OI, marketing journey and knowledge-intensive innovation marketing activities (KIIMA) remains unclear. The present study proposes a conceptual model of the marketing journey linking heterogeneous modes of marketing collaboration to knowledge-intensive activities.

The conceptual model was tested via ordinary least squares (OLS) linear regression based on a sample of data drawn from the Eurostat database.

The results indicate that strategies are a robust proxy for evaluating KIIMA, and partnerships, heterogeneous sources of knowledge and different marketing modes for collaboration among European knowledge-intensive firms are core antecedents of KIIMA, such as new-product development and marketing innovation, as well as firms' sustainable competitive advantage.

This study fills the gap by tracking the role of the journey within marketing collaborations on KIIMA, and it intervenes in the debate about interactive marketing innovation mechanisms. The study contributes to OI, knowledge management and the marketing literature by identifying the heterogeneous modes for marketing collaborations under which the marketing journey enhances knowledge-intensive activities such as those for marketing innovation.

This study aims to contribute to the supply chain management (SCM) literature differently. It offers insightful information about the main enablers that affect supply chain efficacy (SCE). Therefore, this study examines the significant roles and the relationships between SC absorptive capacity, SC risk mitigation, supply chain agility (SCA) and supply chain integration (SCI) among manufacturing firms (MFs) in the Middle East region.

This paper performed a quantitative survey-based study to analyze the substantial roles of SC absorptive capacity, SC risk mitigation, SCA and SCI on SCE. Thus, the authors conducted an online survey through 260 MFs that are listed in the Chamber of the industries of Jordan, Egypt and Turkey that only responded by email. The main respondents were chief executive managers, operations managers, managers and logistics employees from both mid and top levels. The conceptual model was tested by using a hypothesis-testing deductive approach. The findings are based on covariance-based analysis and structural equation modeling (SEM) using partial least squares (PLS)-SEM software.

The PLS-SEM clearly shows a significant relationship between SC absorptive capacity, SCA and SCI on SCE, while surprisingly still, SC risk mitigation does not significantly affect SCE. Further, the outcomes of this study indicate that there is a significant effect of SCA as a mediating factor in the relationship between SC absorptive capacity and SCE directly and indirectly, as well as a moderating effect of SCI in the relation, whereas there is a nonsignificant effect by SC risk mitigation. Finally, there is a significant effect of SCI in the relationship between SC absorptive capacity and SC risk mitigation on SCE as a moderating factor.

This study introduces a theoretical insight and empirically presents that both SCA and SCI are proper logistics characteristics for mediating and moderating the impact of SC absorptive capacity on SCE. Such findings of this study can provide insightful implications for managers at different levels in MFs, stakeholders and policymakers regarding the importance of using the three mentioned enablers on SCE in MFs, in the Middle East firms, in particular, and in developing countries, in general.

The fourth industrial revolution and digital transformation have caused paradigm changes in the procedures of goods production and services through disruptive technologies, and they have formed new methods for business models. Health and medicine fields have been under the effect of these technology advancements. The concept of smart hospital is formed according to these technological transformations. The aim of this research, other than explanation of smart hospital components, is to present a model for evaluating a hospital readiness for becoming a smart hospital.

This research is an applied one, and has been carried out in three phases and according to design science research. Based on the previous studies, in the first phase, the components and technologies effecting a smart hospital are recognized. In the second phase, the extracted components are prioritized using type-2 fuzzy analytic hierarchical process based on the opinion of experts; later, the readiness model is designed. In the third phase, the presented model would be tested in a hospital.

The research results showed that the technologies of internet of things, robotics, artificial intelligence, radio-frequency identification as well as augmented and virtual reality had the most prominence in a smart hospital.

The innovation and originality of the forthcoming research is to explain the concept of smart hospital, to rank its components and to provide a model for evaluating the readiness of smart hospital. Contribution of this research in terms of theory explains the concept of smart hospital and in terms of application presents a model for assessing the readiness of smart hospitals.

The purpose of this study is to empirically examine the direct effect of extra-industry network (EIN) and organization–stakeholder relationships (OSR) on absorptive capacity (ACAP). In addition, this study explored indirect effects of EIN and OSR on performance through ACAP among small- and medium-sized enterprises (SMEs) in Oman by considering the moderating role of big data analytics (BDA) outsourcing.

This study utilized quantitative method through survey questionnaire. The hypotheses were tested with a sample size of 202 surveys completed by SME owners. Partial least squares-structural equation modeling (PLS-SEM) was administered to analyze data via the SmartPLS 4.0 software.

The analysis revealed that EIN and OSR had an indirect effect on performance through ACAP, while propensity to outsource BDA was found to have a positive moderating role between EIN and performance. Interestingly, propensity to outsource BDA was found to have a negative moderating influence on the relationship between ACAP and performance.

This research is beneficial for entrepreneurs who wish to learn about the specific intangible resources significant for venture growth, to devise effective strategies to expand their EIN and OSR and to consider the significance of the correlations established in this study through ACAP. The result also assists managers in a way that the propensity to outsource BDA strengthens the positive effect of EIN on performance and weakens the positive effect of ACAP on performance.

This research appears to be among the first empirical studies that attempt to provide insights into the importance of ACAP as the key mechanisms to transform the advantages of EIN and OSR to enhance performance by considering the moderating role of propensity to outsource BDA.