This paper explores the development and implementation of a human-centred digital innovation in luxury hospitality: an internally used Concierge Tool designed by Maistra Hospitality Group. Rather than replacing human services, the platform augments concierge professionals through emotionally...

Despite the growth in CRM installations, e-CRM projects still have a significant failure rate, even after substantial investments in CRM technology. High rates of failure mean that the current requirements for developing and designing CRM need to be analysed. It's not enough to just look at data...

Part I: Organizational Behaviour, Leadership, and Culture -- Chapter 1. Corporate Hypocrisy in Focus: a Review of Employee Perceptions -- Chapter 2. Integration of Adult Education Principles Into Strategic Human Resource Management: Implications for Organizational Behaviour and Design -- Chapter...