Customer Knowledge Management in SMEs Facing Digital Transformation

Strategic perspectives, creativity, and financial performance in Vietnamese SMEs

This study examines the relationships between the inside-out and outside-in perspectives of strategists, organizational creativity, and financial performance in Vietnamese small and medium enterprises (SMEs). Based on the resource-based view and dynamic capabilities view, we collected cross-sectional data from 382 managers at all levels of Vietnamese SMEs. The study employed partial least squares structural equation modeling. The findings confirm that the inside-out perspective positively affects organizational creativity but has a negative impact on financial performance. Conversely, the outside-in perspective positively affects both organizational creativity and financial performance. Additionally, the study reveals that organizational creativity positively affects financial performance and acts as a mediator between both perspectives and financial performance. Thus, the study suggests that SMEs can benefit from adopting an outside-in perspective to enhance both their organizational creativity and financial performance. Overall, the study contributes to the literature on the cognitive school of strategic management in SMEs.

Customer knowledge management competence evaluation of agritourism enterprises by using the balanced scorecard and fuzzy-AHP: Evidence from Chengdu-Chongqing economic circle

This paper provides an evaluation framework to explore the linking mechanisms between customer knowledge management competence (CKMC) and Balanced Scorecard (BSC). With a case study from Chengdu-Chongqing Economic Circle of China, this paper attempts to empirically justify the framework. An index system was established for evaluating CKMC based on BSC and knowledge management process, the weight design and consistency check of the indexes were implemented by using the analytic hierarchy process (AHP), and the overall evaluation value and concrete index scores at all levels were obtained via the fuzzy evaluation method. Empirical results show that CKMC performance measurement indicators were ranked in order of importance as Business process performance dimensions (0.465), System support dimensions (0.289), Customer communication dimensions (0.152) and Market performance dimension (0.094). It also shows that the overall score of CKMC was 3.404, reflecting that the CKMC was in a state of general satisfaction. This research also identifies key factors hindering implementation of CKMC, including Attention from senior leaders (2.871), customer knowledge sharing efficiency (2.928), and information technology level (3.133). This research could contribute to CKM theory by extending customer knowledge management competence research with BSC initiatively. For practitioners, this study may provide useful suggestions to identify key factors promoting business CKMC, and finally promotes sustainable development of Agritourism.

Digital transformation: A meta-review and guidelines for future research

The emergence of digital transformation has changed the business landscape for the foreseeable future. As scholars advance their understanding and digital transformation begins to gain maturity, it becomes necessary to develop a synthesis to create solid foundations. To do so, significant steps need to be taken to critically, rigorously, and transparently examine the existing literature. Therefore, this article uses a meta-review with the support of the Preferred Reporting Items for Systematic Reviews and Meta-Analysis (PRISMA) Protocol. As a result, we identified six dimensions and seventeen categories related to digital transformation. The organizational, technological, and social dimensions are still pivotal in digital transformation, while two new dimensions (sustainability and smart cities) still need to be explored in the existing literature. The need to deepen knowledge in digital transformation and refine the dimensions found is of paramount importance, as it involves some complexity due to organizational dynamics and the development of new technologies. It was also possible to identify opportunities, challenges, and future directions.

Cyber security threats: A never-ending challenge for e-commerce

This study explores the challenge of cyber security threats that e-commerce technology and business are facing. Technology applications for e-commerce are attracting attention from both academia and industry. It has made what was not possible before for the business community and consumers. But it did not come all alone but has brought some challenges, and cyber security challenge is one of them. Cyber security concerns have many forms, but this study focuses on social engineering, denial of services, malware, and attacks on personal data. Firms worldwide spend a lot on addressing cybersecurity issues, which grow each year. However, it seems complicated to overcome the challenge because the attackers continuously search for new vulnerabilities in humans, organizations, and technology. This paper is based on the conceptual analysis of social engineering, denial of services, malware, and attacks on personal data. We argue that implementing modern technology for e-commerce and cybersecurity issues is a never-ending game of cat and mouse. To reduce risks, reliable technology is needed, training of employees and consumer is necessary for using the technology, and a strong policy and regulation is needed at the firm and governmental level.

Paradoxical Leadership and Involvement in Creative Task via Creative Self-Efficacy: A Moderated Mediation Role of Task Complexity

Modern organizational environments encounter serious competition and paradoxical situations. This study discusses the effect of paradoxical leadership on overcoming competitive and paradoxical situations happening in the Korean workplace. More specifically, it investigates the dynamic relationship between paradoxical leadership and involvement in creative tasks in a Korean context and examines whether creative self-efficacy positively mediates this relationship. Our research design addresses the moderating role and moderated mediating role of task complexity in the relationship between paradoxical leadership and the involvement in creative tasks via creative self-efficacy. The main hypotheses were tested by using a cross-sectional design and administering questionnaires to 268 employees working in Korean firms. Empirical analysis revealed that paradoxical leadership is positively related to involvement in creative tasks and creative self-efficacy and that creative self-efficacy positively mediated the relationship between paradoxical leadership and involvement in creative tasks. Importantly, as the relationship between paradoxical leadership and creative self-efficacy depends on task complexity, the mediated relationship was effective under high task complexity. Uncovering the relationship between paradoxical leadership and involvement in creative tasks with the mediating role of creative self-efficacy and the moderated mediating role of task complexity can provide useful theoretical and managerial implications.

What type of client do you need? The brand value co-creation in the banking sector

Service-dominant logic established that for the success of service industries, it is vital to acknowledge the customer as an active agent in the commercial ecosystem. To carry it out, the consumer must participate in value creation. The resource integration theory exposes the importance of recognizing the customer as an agent capable of improving the company’s competitive advantage. It is only necessary for the participants to perceive benefits to make their resources available and integrate them into the co-creation process. This study aims to find the key customer-based factors that influence the brand value co-creation (VCC) process in the banking sector, analyzing the dynamics in different customers across national cultures and idiosyncrasies. In this paper, we analyze the potential heterogeneous idiosyncrasy of customers and how it leads to becoming more engaged in the co-creation process. Quantitative research was performed in five countries, obtaining a total of 2,029 valid questionnaires where latent profile analyses and ANOVAs were performed to identify and describe the latent profiles (LPA) of consumer co-creators of brand value. Afterward, a PLS-SEM was performed to test the research model in each segment. The results show four different profiles of customer co-creators of brand value, from non-co-creators (detractors), skeptical and neutral, to customers committed to co-creating brand value with their banks. The results indicate that detractor customers lack the motivations and resources to carry out co-creation behaviors. On the other hand, creativity and connectedness were crucial for customers co-creators of value. To the authors’ understanding, no studies have used latent segmentation to find the profiles of customer co-creators of brand value.

A Model for Knowledge Management Systems in the UbuntuNet Alliance Member Institutions

In the current knowledge-driven global economy, higher education and research institutions are taking a leading role as the hubs for knowledge creation and sharing. In contribution to the needed coordination of the efforts, this paper presents a guiding model thorough assessment of the prevailing status of knowledge resources sharing and collaboration in the regional alliance for education and research networks in the eastern and southern African countries—UbuntuNet Alliance. This research carried out a qualitative study with semi-structured interviews with CEOs of three active national research and education networks (NRENs), representing both the government-run and private consortium-based settings. The study adopted a socio-technical perspective in assessing the technological engagements and the knowledge resources utilization within and among the NRENs in the region. The findings show that the NRENs share a similar set of challenges as well as missions and objectives; they aspire to provide technology-enhanced knowledge-sharing platforms within and across their domains. Finally, it presents UbuntuKMS Model—a comprehensive technology-enhanced knowledge management systems model that intends to provide guidance for the NRENs to orient their efforts accordingly. The research revealed that contextual considerations in developing system solutions are vital as the developing economies experience unique realities on the ground.

Proactive Personality and Creative Performance: Mediating Roles of Creative Self-Efficacy and Moderated Mediation Role of Psychological Safety

Previous research has suggested that employees’ proactive personality can enhance their creative performance. However, studies that address the underlying mechanism of the effect of proactive personality on creative performance have been scarce. Additionally, contextual factors that could serve as useful conditions have received insufficient academic attention. Therefore, the present study proposed that creative self-efficacy serves as a mediator and psychological safety serves as a moderator in the positive relationship between employees’ proactive personality and their creative performance. The results of a large-scale survey revealed that a proactive personality was positively associated with creative performance. Furthermore, we found that the positive relationship between a proactive personality and creative performance was positively mediated by creative self-efficacy and further strengthened by psychological safety. Additionally, we found that psychological safety influenced the mediating role of creative self-efficacy in the link between employees’ proactive personality and creative performance. We have discussed theoretical and practical implications with future research directions.

The Mediated Moderating Role of Organizational Learning Culture in the Relationships among Authentic Leadership, Leader-Member Exchange, and Employees’ Innovative Behavior

Previous studies have shown that enhancing employees’ innovative behavior can facilitate organizations’ sustainable competitiveness. This study investigated the relationship between authentic leadership and employees’ innovative behavior in Korean manufacturing and service companies. Moreover, the study examined the complex processes and conditions underlying this relationship. The results indicated that authentic leadership was significantly related to employees’ innovative behavior and that leader–member exchange mediated the relationship between authentic leadership and employees’ innovative behavior. Additionally, organizational learning culture moderated the relationship between leader–member exchange and employees’ innovative behavior. Finally, organizational learning culture moderated the mediating effect of authentic leadership on innovative behavior via leader–member exchange. We discuss the theoretical and practical implications of these findings as well as the study’s limitations for future research directions.

The Human Digitalisation Journey: Technology First at the Expense of Humans?

The ongoing COVID-19 pandemic has enhanced the impact of digitalisation as a driver of transformation and advancements across almost every aspect of human life. With the majority actively embracing smart technologies and their benefits, the journey of human digitalisation has begun. Will human beings continue to remain solitary unaffected beings in the middle of the whirlpool—a gateway to the completely digitalised future? This journey of human digitalisation probably started much earlier, before we even realised. This paper, in the format of an objective review and discussion, aims to investigate the journey of human digitalisation, explore the reality of domination between technology and humans, provide a better understanding of the human value and human vulnerability in this fast transforming digital era, so as to achieve valuable and insightful suggestion on the future direction of the human digitalisation journey.

[Digital Integration - Opportunities for German SMEs]

This article describes the level of digital integration of SMEs in Germany. For this purpose, it takes into account the share of selected digital technologies in the business activities of German SMEs. The article also explains advantages and barriers to digital integration and provides an evaluation of selected national framework conditions on the part of SMEs. Finally, the article highlights opportunities and challenges of digital integration in SMEs and presents possible areas for action.