Tourism Innovation. This essay emerges at the intersection of two intellectual journeys: my doctoral research on entrepreneurial trajectories and innovation in the tourism sector in the Marrakech–Safi region of Morocco, and my immersion in Customer Experience Management (CXM) through academic and practical exploration. Rather than treating customer experience as a managerial toolkit or a marketing…
Artificial intelligence – several big e-commerce companies such as Amazon, Flipkart and Walmart have realized that mere web presence is not enough to retain their customers. based on: A review of AI (artificial intelligence) tools and customer experience in online fashion retail – R Pillarisetty, P Mishra – International Journal of E-Business Research (IJEBR), 2022•igi-global.com https://www.igi-global.com/viewtitle.aspx?titleid=294111…
Blockchain Sustainability is the relationship between blockchain and sustainability has evolved a lot in recent years. It is a fascinating topic, as it shows how a technology, that has raised quite a few concerns on the environmental impact front, is becoming one of the greatest allies of sustainability, both environmentally and socially. This is not only…
Managerial Dilemma in the Age – The Context & Problem The Scenario: In a modern office, there are two employees with the same title and salary. Author: Aykut Akbulut, Erasmus students 2025 The Management Issue: Traditional management focuses on “time spent” (Input), whereas the AI era forces a focus on “value created” (Output). This discrepancy…
Customer journey is an iterative, dynamic, and cyclic purchasing process that consists of prepurchase, purchase, and post-purchase stages (Lemon & Verhoef, 2016). In short, a customer journey begins with the pre-purchase stage involving the need recognition, information search, and decision-making. It continues through the purchase stage where the need is fulfilled, and concludes with the…
Hybrid Approaches to Product Grouping in Noisy E-commerce Datasets: A Comparative Analysis of Set-Theoretic vs. Vector Space Models. In scientific literature, this problem is formally known as Short Text Clustering (STC) or Product Entity Resolution. The product similarity measures can be read from here: Measuring product similarity – 5 important secrets of python programming. Machine…
Blitzscaling is a business strategy for hyper-growth, prioritizing a quickly capture a large market, by investing heavily in scaling operations, hiring, and marketing to outpace competitors. Blitzscaling is a business strategy is famously used by High Tech companies. It involves calculated risks and large investments. It goes to achieve market dominance before others can, even if it…
Management style: the desk-thumping dictator, the benevolent visionary, or the aloof delegator. We often reduce the complex reality of leadership into convenient caricatures. However, a rigorous examination of management style typology reveals a far more nuanced picture. For leaders, HR professionals, and students of business psychology, understanding these frameworks isn’t just academic—it is a diagnostic…
The Authenticity Imperative in Influencer Marketing Influencer marketing has become one of the most powerful tools in digital advertising, driving billions in brand collaborations worldwide. Yet, as the industry matures, a critical challenge has emerged: authenticity. Consumers increasingly demand genuine connections, while brands often prioritize reach and engagement metrics. This tension creates a paradox—how can…
Using the SERVQUAL format—where you measure both Expectations (E) and Perceptions (P) on a Likert scale give you the crucial Gap Score ($P-E$) for each key aspect. Based on the typical content of a Customer Experience Management (CEM) lecture (Strategy, Journey Mapping, Metrics, and Culture), here are 5 proposed SERVQUAL-style questions for students. The scale…