Purpose Although improving customer experience (CX) has always been one of the top priorities of business process management (BPM), the evidence on the actual contribution made by traditional BPM to improving CX and customer experience management (CXM) is mixed. Recently, new and enhanced...

Purpose Although businesses continue to take up artificial intelligence (AI), concerns remain that companies are not realising the full value of their investments. The study aims to provide insights into how AI creates business value by investigating the mediating role of Business Process...

E-government is becoming extremely important, however, it can not be successfully implemented without changes in business processes that are performed inside governmental institutions. Public sector has some specifics, which make renovation projects considerably different. It is clear that...

Several empirical studies have proved that better organisational learning induces higher organisational performance. However, none of them addressed the issue of organisational learning process simultaneously in several countries. In our contribution, we aim to test differences in the way...

The aim of this paper is to present and test a model of organizational performance improvement based on the impact of organizational learning culture. The concept of organizational learning culture (OLC) is proposed and defined as a set of norms and values about the functioning of an...

Organizational learning contributes to organizational performance. One research question that remains inadequately explained is how learning occurs. Can it be explained by using the acquisition or participation perspectives? Or is there a need for some other view? This paper suggests that...