scholarly journals Customer journeys: a systematic literature review

2018 ◽  
Vol 28 (2) ◽  
pp. 196-227 ◽  
Author(s):  
Asbjørn Følstad ◽  
Knut Kvale
Keyword(s):  
Literature Review ◽  
Systematic Literature Review ◽  
Service Management ◽  
Research Literature ◽  
Design Management ◽  
Research Papers ◽  
Customer Journey ◽  
Content Type ◽  
Common Basis ◽  
Insight Into

Purpose Customer journeys have become an increasingly important topic in service management and design. The purpose of this paper is to review customer journey terminology and approaches within the research literature prior to 2013, mainly from the fields of design, management, and marketing. Design/methodology/approach The study was conducted as a systematic literature review. Searches in Google Scholar, Scopus, Web of Knowledge, ACM Digital Library, and ScienceDirect identified 45 papers for the analysis. The papers were analyzed with respect to customer journey terminology and approaches, the relation to customer experience, the referenced background, and the use of visualizations. Findings Across the reviewed literature, customer journeys are described not only as a means to take the viewpoint of the customer, but also to reach insight into their experiences. A rich and at times incoherent customer journey terminology is analyzed and discussed, as are two emerging customer journey approaches: customer journey mapping (analysis of a service process “as is”) and customer journey proposition (generative activities leading toward a possible service “to be”). Research limitations/implications The review is limited to analyzing and making claims on research papers that explicitly apply the term customer journey. In most of the reviewed papers, customer journeys are not the main object of interest but are discussed as one of several topics. Practical implications A nuanced discussion of customer journey terminology and approaches is provided, supporting the practical application of a customer journey perspective. Originality/value The review contributes a needed common basis for future customer journey research and practice.

Academic leadership and Lean Six Sigma

2016 ◽  
Vol 33 (7) ◽  
pp. 1002-1018 ◽  
Author(s):  
Stephen Anthony ◽  
Jiju Antony
Keyword(s):  
Literature Review ◽  
Systematic Literature Review ◽  
Six Sigma ◽  
Large Body ◽  
Lean Six Sigma ◽  
Academic Leadership ◽  
Total Quality ◽  
Research Papers ◽  
Content Type

Purpose – The purpose of this paper is to demonstrate the ability to researchers of using design of experiments (DoE) as a structured and systematic approach to performing systematic literature reviews. The authors demonstrate a simple case study illustrating the application of DoE in executing a systematic literature review on two popular topics in higher education: academic leadership and Lean Six Sigma. Design/methodology/approach – The methodology involves the systematic literature review of linking academic leadership with terms such as Lean, Six Sigma, Total Quality Management, Maturity Model and Continuous Improvement. The main tool used to structure the systematic literature review is a Taguchi Orthogonal Array design, specifically an L16 grid and the method is verified by conducting another review, replacing the term academic leadership with simply leadership. Findings – The approach identified at first no research papers linking the terms; however, when academic leadership was replaced with university, 19 research papers where discovered. The verification exercise, linking just leadership with the other search string generated over 1,000 results – demonstrating that the tool can find large volumes of articles if they exist, the search was completed for a ten year time frame – 2004 to 2014. Research limitations/implications – The case study focussed on a field which is known to have little current research and the verification exercise deliberately targeted a known large body of research. The authors will continue to use the approach and refine the technique over time. Practical implications – This approach would help any researcher despite of their discipline to identify opportunities and gaps in the current literature. Originality/value – The paper shows how DoE can be used in an academic research-based process. No other literature review approach currently exists which uses Taguchi approach to DoE to filter the search criteria.

Knowledge management: does gender matter? A systematic review of literature

2020 ◽  
Vol 24 (6) ◽  
pp. 1315-1342
Author(s):  
Peter Heisig ◽  
Selvi Kannan
Keyword(s):  
Knowledge Management ◽  
Literature Review ◽  
Conceptual Framework ◽  
Systematic Literature Review ◽  
Practical Implication ◽  
Research Literature ◽  
Future Research ◽  
Content Type ◽  
And Gender

Purpose This paper aims to review for the first time existing research literature about the role of gender in creating, sharing and using knowledge in organizations and proposes a conceptual framework to guide future research directions. Design/methodology/approach Based on the systematic literature review method this study collects, synthesizes and analyses articles related to knowledge management (KM) and gender published in online databases by following a pre-defined review protocol. The paper analyses 41 papers published in peer-reviewed journals. Findings The role of gender in KM has been rarely addressed in KM journals and journals with specific emphasis on gender. The existing literature is fragmented, but existing research suggests that knowledge sharing might be influenced by gender. Based on the analysis and synthesis, a conceptual framework is proposed to guide further research on determining if gender matters in KM. Research limitations/implications Academic researchers should aim to include gender-related variables into their KM research to further explore if gender matters in KM. Practical implications The practical implication suggests that managers and knowledge managers should raise awareness about how stereotypes and gendered expectations about role behaviour affect how knowledge and experiences are created and shared within the organization. Social implications The authors believe that a better understanding of knowledge handling and gendered role expectations at the workplace could also have an impact beyond organizational boundaries. Originality/value The paper presents the first comprehensive systematic literature review of the article published on knowledge creation, sharing and usage and gender and provides a conceptual framework for future research.

Blockchain technology in financial services: a comprehensive review of the literature

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Abhinav Pal ◽  
Chandan Kumar Tiwari ◽  
Aastha Behl
Keyword(s):  
Literature Review ◽  
Systematic Literature Review ◽  
Financial Services ◽  
Distributed Database ◽  
Research Literature ◽  
Comprehensive Review ◽  
Content Type ◽  
Services Sector ◽  
Financial Services Sector ◽  
Blockchain Technology

Purpose The purpose of this study is to thoroughly review studies that have used blockchain technology in financial services. This study will help provide a holistic framework that would highlight the current state and challenges of the blockchain in the financial services sector. Design/methodology/approach The objective of this study is to systematically examine and organize the current body of research literature that either quantitatively or qualitatively explored the use of blockchain technology in financial services. The study uses PRISMA-guided systematic review along with bibliometric analysis to achieve the purpose. Findings This study contributes to the existing literature by exploring and analyzing systematic studies available on blockchain with special reference to financial services sector. With blockchain based on five principles, namely, computational logic, peer-to-peer transmission, irreversibility of records, distributed database and transparency with pseudonym has immense potential to unleash and transform the financial service industry. With increasing blockchain-based operations of decentralized banking, insurance, trade finance, financial markets and cryptocurrency market, the subject is rapidly growing and seeking considerable contribution from scholars from around the world. Research limitations/implications This study uses systematic literature review approach, which has its own demerits. Like other studies based on Systematic Literature Review, this study also suffers from a certain bias such as sample selection bias, publication bias, data interpretation and the combination of quantitative and qualitative studies in the population. Further, the adoption and resultant benefits of blockchain have not been empirically tested. Practical implications This study can help policymakers and institutions in determining their future course of action, as it highlights the state of research in the area of blockchain technology and financial services. Originality/value Very few studies have done a comprehensive review of literature on blockchain in financial services.

Information and cyber security maturity models: a systematic literature review

2020 ◽  
Vol 28 (4) ◽  
pp. 627-644 ◽  
Author(s):  
Anass Rabii ◽  
Saliha Assoul ◽  
Khadija Ouazzani Touhami ◽  
Ounsa Roudies
Keyword(s):  
Systematic Review ◽  
Information Security ◽  
Literature Review ◽  
Systematic Literature Review ◽  
Cyber Security ◽  
Research Literature ◽  
Maturity Models ◽  
Content Type ◽  
New Research ◽  
Maturity Evaluation

Purpose This paper aims to clarify the uncertainty reflected in the current state of information security maturity evaluation where it has not enough matured and converged so that a generic approach or many specfics approaches become the go-to choice. In fact, in the past decade, many secruity maturity models are still being produced and remain unproven regardless of the existence of ISO 21827. Design/methodology/approach The authors have used the systematic literature review to summarize existing research, help identify gaps in the existing literature and provide background for positioning new research studies. Findings The authors highlighted the prevalent influence of the ISO/IEC 27001/27002 standard but raised the necessity for an in-depth investigation of ISO 21827. The authors also made the implementation facet a central topic of our review. The authors found out that, compared to the number of proposed models, implementation experiments are lacking. This could be due to the arduous task of validation and it could also be the reason why specific models are dominant. Originality/value While the research literature contains many experience reports and a few case studies on information security maturity evaluation, a systematic review and synthesis of this growing field of research is unavailable as far as the authors know. In fact, the authors only picked-up one bodywork [Maturity models in cyber security A systematic review (2017)] carrying out a literature review on security maturity models between 2012 and 2017, written in Spanish.

Addressing big data challenges in smart cities: a systematic literature review

Info ◽  
2016 ◽  
Vol 18 (4) ◽  
pp. 73-90 ◽  
Author(s):  
Sumedha Chauhan ◽  
Neetima Agarwal ◽  
Arpan Kumar Kar
Keyword(s):  
Big Data ◽  
Literature Review ◽  
Systematic Literature Review ◽  
Smart Cities ◽  
Academic Research ◽  
Effective Management ◽  
Research Papers ◽  
Holistic View ◽  
Content Type ◽  
Practical Implications

Purpose Big Data has become crucial for fulfilling the vision of smart cities; however, there are several challenges associated with its use. This study aims to provide a holistic view of challenges of using Big Data in smart cities and the solutions to deal with them by systematically selecting, reviewing and synthesizing the literature in this area. Design/methodology/approach A systematic literature review was conducted by following a rigorous search protocol that identified a total of 310 peer-reviewed academic research papers. These papers were subsequently filtered and finally 38 relevant papers were selected. Findings A number of major challenges (human dynamics, privacy, security, volume, velocity, variety, veracity and value) associated with Big Data in a smart city and the respective solutions to address them were identified. This study primarily contributes in providing the process of effectively managing Big Data in smart cities. Practical implications The study provides valuable information to the Big Data practitioners by illustrating the process of effective management of Big Data in smart cities. This study further provides the directions to the future researchers. Originality/value The study is original and is based on the existing literature and its interpretation.

Systematic review on sustainable entrepreneurship education (SEE): a framework and analysis

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sarika Sharma ◽  
D.P. Goyal ◽  
Archana Singh
Keyword(s):  
Systematic Review ◽  
Literature Review ◽  
Systematic Literature Review ◽  
Entrepreneurship Education ◽  
Research Field ◽  
Future Research ◽  
Research Papers ◽  
Sustainable Entrepreneurship ◽  
Content Type ◽  
The Status

PurposeSustainable entrepreneurship education (SEE) is a field, which mingles two imperative fields of research, sustainable entrepreneurship and entrepreneurship education. This emerging area has gained momentum in recent years, and various quantitative and qualitative studies are carried upon to explore its diverse dimensions, literature remains scattered. This paper aims to explore the holistic picture of SEE by compiling the research articles, through a systematic literature review of prior research studies.Design/methodology/approachTwo prominent databases are considered, and these databases then are searched with appropriately designed search strings. Based on an exclusion and inclusion criteria developed by the authors, 59 research papers are selected for further investigation. These research papers are then studied rigorously for review and qualitative content analysis.FindingsA conceptual framework comprising of the areas of these research contributions is proposed as an outcome. This framework provides insights about the existing state and areas of SEE research namely: (1) Institutional framework, (2) Teaching/learning approaches and (3) External interactions and provides further direction for research.Research limitations/implicationsThe present study makes a significant contribution both in theoretical and in practical sense. (1) Compiled the extant literature on sustainable entrepreneurship education; (2) Developed a protocol to conduct the systematic review of literature on sustainable entrepreneurship education; (3) Reported the status of research on sustainable entrepreneurship education, and proposed a framework on existing work; (4) Presented the emerging topics, issues and challenges that need to be addressed in future research.Originality/valueThis article seeks to present a systematic literature review of the research field on sustainable entrepreneurship education. A review of existing literature in this field would certainly help to advance future research efforts as it presents a comprehensive picture of the status quo of this research field.

scholarly journals A systematic literature review of community disaster resilience: main and related research areas and agendas

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Arvind Upadhyay ◽  
Amporn Sa-ngiamwibool
Keyword(s):  
Literature Review ◽  
Systematic Literature Review ◽  
Research Agenda ◽  
Disaster Resilience ◽  
Research Papers ◽  
Content Type ◽  
Main Research ◽  
Disaster Victims ◽  
Research Areas ◽  
Community Disaster Resilience

PurposeThis study aims to characterize the main research areas of published works, identify the disciplines that associated with the works and propose research agendas for future inquiries, based on a systematic literature review that encompasses 89 research papers from 2010 to 2020.Design/methodology/approachThis review commenced with the definition of the three research questions, and subsequently three steps were followed: (1) defining criteria for research paper selection; (2) specifying the data bases and selecting the papers based on the criteria and (3) data analysis, conclusion and discussion of selected papers. The search was limited to the selection of research papers in English, focusing on “community disaster resilience” which is the subject of this review and referred to as keywords which were used for the online search for papers. All these three words must be present in the title of the selected papers.FindingsThe area “resilience management” and “disaster resilience assessment” accounted for 43% of the studies, and it indicates that research has emphasized the description of how community disaster resilience has been managed and assessed. Three disciplines relating to disaster resilience are disaster risk science, public health and environment, and it indicates that research has fostered core areas of community disaster resilience. Three key research agenda include a growing trend to describe successful efforts to avert a potentially catastrophic disaster through solution-based case studies; a paradigmatic shift and implementation of how communities could help the disaster victims recuperate from disasters.Research limitations/implicationsThis review is limited to the numbers of chosen papers, as only full papers were chosen. However, in order to establish more rigorous and inclusive results of the study, the numbers of citations of published papers to be chosen for future inquiry should be taken into account.Originality/valueThis present review originally investigated how the concept of disaster resilience has been applied at the community level and in related areas. As resilience is a multidisciplinary concept that has been investigated by several different disciplines, such as sustainability, psychology, economy and sociology, this study looked into how disciplines related to community disaster resilience to provide agenda for future inquiries. This study therefore characterized the main research areas of published works, identified the disciplines that associated with the works and proposed a research agenda for future inquiries.

A systematic literature review of Lean Six Sigma in different industries

2016 ◽  
Vol 7 (4) ◽  
pp. 430-466 ◽  
Author(s):  
V. Raja Sreedharan ◽  
R. Raju
Keyword(s):  
Literature Review ◽  
Systematic Literature Review ◽  
Research Methodology ◽  
Six Sigma ◽  
Design Methodology ◽  
Lean Six Sigma ◽  
Research Papers ◽  
Content Type ◽  
Comprehensive List ◽  
Practical Implications

Purpose The purpose of this paper is to review Lean Six Sigma (LSS) literature and report different definitions, demographics, methodologies and industries. Design/methodology/approach This paper highlights various definitions by different researchers and practitioners. A total of 235 research papers has been reviewed for the LSS theme, research methodology adopted, type of industry, author profile, country of research and year of publication. Findings From the review, four significant LSS classifications were identified that deal with the spread of LSS in different industries followed by observation for classification. Practical implications LSS is a strategy for success, but it did not examine its presence in various Industries. From this paper, readers can understand the quantum of its spread before implementing LSS. For academicians, it will be a comprehensive list of papers for research. Originality/value This paper reviews 235 research papers for their year, author profile, research methodology and type of industry. Various characteristics of LSS definitions and their theme are also reviewed.

A systematic literature review of healthcare supply chain and implications of future research

2019 ◽  
Vol 13 (4) ◽  
pp. 405-435 ◽  
Author(s):  
Anuj Dixit ◽  
Srikanta Routroy ◽  
Sunil Kumar Dubey
Keyword(s):  
Supply Chain ◽  
Literature Review ◽  
Inventory Management ◽  
Cold Chain ◽  
Future Research ◽  
Research Papers ◽  
Content Type ◽  
Drug Manufacturing ◽  
Customer Training

Purpose This paper aims to review the healthcare supply chain (HSC) literature along various areas and to find out the gap in it. Design/methodology/approach In total, 143 research papers were reviewed during 1996-2017. A critical review was carried out in various dimensions such as research methodologies/data collection method (empirical, case study and literature review) and inquiry mode of research methodology (qualitative, quantitative and mixed), country-specific, targeted area, research aim and year of publication. Findings Supply chain (SC) operations, performance measurement, inventory management, lean and agile operation, and use of information technology were well studied and analyzed, however, employee and customer training, tracking and visibility of medicines, cold chain management, human resource practices, risk management and waste management are felt to be important areas but not much attention were made in this direction. Research limitations/implications Mainly drug and vaccine SC were considered in current study of HSC while SC along healthcare equipment and machine, hospitality and drug manufacturing related papers were excluded in this study. Practical implications This literature review has recognized and analyzed various issues relevant to HSC and shows the direction for future research to develop an efficient and effective HSC. Originality/value The insight of various aspects of HSC was explored in general for better and deeper understanding of it for designing of an efficient and competent HSC. The outcomes of the study may form a basis to decide direction of future research.

Servant Leadership: A systematic literature review—toward a model of antecedents and outcomes

2019 ◽  
Vol 34 (1) ◽  
pp. 32-68 ◽  
Author(s):  
Jan G Langhof ◽  
Stefan Güldenberg
Keyword(s):  
Literature Review ◽  
Servant Leadership ◽  
Systematic Literature Review ◽  
Research Area ◽  
Leadership Model ◽  
Management Literature ◽  
Insight Into

The purpose of this article is multi-layered. First, we focus on gaining a comprehensive insight into a research area which just recently received more recognition in management literature: servant leadership. Second, we identify antecedent and outcomes of servant leadership within the existing research body. Third, we synthesize and develop a comprehensive servant leadership model. It assists academics and practitioners in keeping pace with the increasing servant leadership literature. The systematic literature review provides explanations as to why managers practice servant leadership. The study also contributes to a better understanding of the outcomes of servant leadership and brings clarity to a discombobulated group of studies.

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