محمد عصاریان

Digital transformation is probably the most attention-grabbing phenomenon in contemporary business-related and managerial discourses. Nowadays, organizations have acknowledged the fruitful impacts of digital transformation on their businesses, so they are trying to implement this transformative journey. However, they have recognized that this is not a short-term project or an easy-going process, so they are struggling to find an appropriate organizational asset to empower them in following this journey appropriately. In this theoretical study, we have introduced social media analytics as such an asset. Accordingly, drawing on the dynamic capability view, we attempted at developing eight propositions and elaborating a theoretical framework in which social media analytics is seen as a great source of data-driven dynamic capabilities (i.e., data-driven environmental scanning, data-driven organizational agility, and data-driven product / service innovation). These propositions are, in turn, positively associated with the main building blocks of digital transformation implementation including digital disruption detection, digital strategy formulation, and digital value creation. Our theoretical framework describes some of the mechanisms through which social media analytics can benefit organizations in steering their digital transformation journey.

Service quality (SQ) is crucial for customer retention, making it essential for managers to understand the factors influencing it. In today’s competitive landscape, organizations are increasingly investing in customer knowledge management (CKM) to enhance their service delivery. Although substantial research has been conducted on SQ, significant gaps persist, highlighting the need for further investigation. This study addresses these gaps by exploring the impact of CKM on SQ, with a particular focus on the mediating role of open innovation (OI). Adopting a quantitative approach, the research employs a descriptive correlational design and utilizes structural equation modeling for data analysis. The study sample comprises 200 companies in the information technology (IT) sector in Tehran, of which 139 completed the questionnaires. The obtained data were analyzed using AMOS and SPSS software. The findings indicate a positive and significant relationship between CKM and SQ, confirming that OI serves as a mediator in this relationship. Organizations that effectively integrate CKM with OI are more likely to achieve higher service quality, underscoring the importance of these strategies for enhancing customer satisfaction.

With the development of communication and information technologies, smart tourism is developing rapidly, and the tourism industry is gradually changing. In this regard, the fifth generation Internet (5G) network, due to its higher transmission rate and less latency, can meet the needs of tourism applications using the latest 5G-based technologies such as the Internet of Things, Virtual Reality and Augmented Reality, and Artificial Intelligence. It can meet the problem of low population access to the network during the trip and help to improve and develop smart tourism. To this end, in this article, we present several 5G-based projects for smart tourism that can help improve the application of this technology in terms of integrated interoperability, low cost, high speed and low latency, and increased efficiency in smart tourism. Therefore, this article, with emphasis on the fifth generation of the Internet and with the aim of identifying 5G-based smart tourism projects, seeks to prioritize these projects using the Hierarchical Analysis Method. Therefore, after reviewing the literature and interviewing experts, 5 main criteria for project prioritization were selected and weighted by AHP method using an expert questionnaire. Then, using the experts’ opinions, 17 identified smart tourism projects were prioritized according to the criteria weight. The construction of smart tourist city, smart transportation, and the use of virtual reality and augmented reality in tourism were identified as the most important smart tourism projects that managers need to pay attention to.