Purpose – Many companies still use paper documents within their service processes, which is supposed to be inefficient, and a digitalisation of documents is a promising alternative. However, such a change is expensive and the process typically has to be adapted. Thus, the purpose of this paper...

Purpose – Reviews the latest management developments across the globe and pinpoints practical implications from cutting‐edge research and case studies. Design/methodology/approach – This briefing is prepared by an independent writer who adds their own impartial comments and places the...