Scholarly understanding of customer journeys has evolved from a linear, single service provider perspective to encompass complex service delivery networks that involve multiple touchpoints governed by various service providers. This intricate setting often gives rise to experiential pain points...

This discussion paper presents the "Diversity Management Radar" (DMR), a novel maturity model developed to assess and guide the implementation of Diversity, Equity, and Inclusion (DEI) in German organizations. While many companies in Germany endorse diversity through initiatives, practical...