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Dynamic capabilities framework

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  • This research aims to investigate the critical success factors of digital transformation for improving customer experience in organisations. Specifically, the research aims to (a) identify the critical success factors of digital transformation for improving customer experience, (b) develop a framework for facilitating the successful implementation of digital transformation towards improving customer experience in organisations and (c) provide organisations with some appropriate recommendations for improving the performance of digital transformation towards improving customer experience.

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  • This thesis adopts a systematic and novel approach to evaluating what scholars have written via a comprehensive and technical examination of the literature (articles published between 1988 and 2016 across ten computerized databases). Major articles were systematically reviewed using a machine-based text analysis, Leximancer, revealing which themes pervade the field of scholarship based on what is written.

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