Impact of Human and Organizational Factors Applying HAZOP: Results from a Systematic Literature Review and Interviews

Skills, such as critical thinking, creativity, communication, problem solving, collaboration, operational skills, and information management, have become increasingly important for 21st-century employees. These skills are often referred to as 21st-century skills and influence how employees handle novel situations. They are indispensable in an economy where the knowledge and skills of employees are seen as a measure for economic potential. This systematic literature review summarizes the current academic knowledge about organizational factors that influence 21st-century skills on an individual level. A search was performed in three databases. The factors found can be sub-divided into three main categories, namely leader characteristics, job characteristics, and organizational characteristics. Transformational leadership was the factor most mentioned in the literature found. Most research found during the search was done on the level of organizational output, exposing a clear gap concerning organizational factors that influence the skill-level of individual employees. These findings can have substantive implications when looking to improve employee skills by altering organizational determinants, by enabling targeted actions to improve these skills for the individual employee.

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Organizational Factors, Residual Risk Management and Accident Causation in the Mining Industry: A Systematic Literature Review

Advances in Intelligent Systems and Computing - Advances in Safety Management and Human Factors ◽

10.1007/978-3-319-94589-7_2 ◽

2018 ◽

pp. 14-23 ◽

Cited By ~ 1

Author(s):

Wonder Nyoni ◽

Manikam Pillay ◽

Mark Rubin ◽

Marcus Jefferies

Keyword(s):

Risk Management ◽

Literature Review ◽

Systematic Literature Review ◽

Mining Industry ◽

Organizational Factors ◽

Residual Risk ◽

Accident Causation

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A framework of customer experience management for hotel industry

International Journal of Contemporary Hospitality Management ◽

10.1108/ijchm-06-2020-0522 ◽

2021 ◽

Vol ahead-of-print (ahead-of-print) ◽

Author(s):

Samaneh Rahimian ◽

Mehdi ShamiZanjani ◽

Amir Manian ◽

Mohammad Rahim Esfidani

Keyword(s):

Literature Review ◽

Systematic Literature Review ◽

Hotel Industry ◽

Organizational Factors ◽

Customer Experience ◽

Experience Design ◽

Content Type ◽

Customer Experience Management ◽

Customer Identification ◽

Hotel Managers

Purpose Creating an extraordinary and memorable customer experience is the goal of every company seeking to be a market leader. This amplifies the need for customer experience management (CEM), particularly in customer-centric industries. Despite the indispensable importance of CEM, studies conducted within this area have been scattered and no agreement has been reached upon its stages. Therefore, this paper aims to identify the main stages and steps for effective and efficient CEM in the hotel industry. Design/methodology/approach Considering the variety of approaches in the literature and also the need to explain CEM stages in the hotel industry, a systematic literature review (SLR) has been picked as the first research methodology. It entailed a systematic review of 116 academic and professional studies. Then, the framework was completed by interviewing 19 experts. Findings With SLR and complementary interviews, this study obtains a four-stage framework for CEM in the hotel industry, each comprising necessary steps. These four stages are customer identification, customer experience design, customer experience implementation and customer experience measurement, which are all executed through organizational factors such as culture, structure, leadership, human resources and technology. Research limitations/implications This study identifies CEM stages in the hotel industry via SLR and interviews. Due to dispersion in customer experience studies, the need for research on CEM in another service- and customer-based industries is apparent. Practical implications The suggested framework can help hotel managers enhance the management of their customers’ experience and deliver a superior and memorable experience. Originality/value The current study aims to add value to the literature by presenting a framework of CEM in the hotel industry. Through a systematic literature review and interviewing experts, a framework of CEM stages and steps was identified. The proposed framework allows for improving future CEM studies.

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