Purpose: This paper aims to study the definition and formation of Skunk Works and how it may present itself as a viable theoretical alternative to other mainstream concepts of collective/corporate entrepreneurships, while dissecting some of the prevalent misconceptions of the extant literature...

Purpose: Customer feedback is believed to provide an important retailer metric. Notwithstanding, customer retention still presents a challenge in today’s increasingly digitalised business environment. The insurance industry has recently begun its digitalisation process and is struggling with...

Purpose The purpose of this paper is to investigate the perceptions among representatives from various established major Swedish banks in how they experienced the digitalisation process and its impact on customer relations. Design/methodology/approach Data were gathered through a series of...

"Through a series of studies, the overarching aim of this book is to investigate if and how the digitalization/digital transformation process affects various welfare services provided by the public sector, and the ensuing implications thereof. Ultimately, this book seeks to understand if it is...