... of essential “phygital competencies,” including digital literacy, data fluency, problem-solving and cross-channel orchestration, adaptability and resilience and tech-enabled empathy, required for success. It reveals a critical “implementation gap” where poor execution of the “implementation” managerial step...

...Nha Nguyen; André Leclerc Purpose The purpose of this study is to investigate the contribution of benevolence as a moderator variable that enhances the effect of service employees' competence on the customer's perception of a service firm's image. Design/methodology/approach A hierarchical...