ABSTRACT
This systematic review delves into the multifaceted role of technology in revolutionizing operations management, with a specific emphasis on driving operational efficiency and enhancing customer satisfaction. Through a meticulous analysis of an extensive body of literature, this review synthesizes key findings and trends pertaining to the adoption, integration, and impact of technology in operations management. The review begins by elucidating the theoretical frameworks that underpin technology adoption, such as the technology acceptance model and innovation diffusion theory. It explores how these frameworks provide valuable insights into the factors influencing the adoption and utilization of technology in operational contexts. Moreover, the review underscores the importance of personalized and customized experiences, facilitated by technology, in driving customer satisfaction. It explores how organizations leverage technology to tailor products, services, and communication channels to individual customer preferences, fostering deeper engagement and loyalty. Additionally, the review delves into the concept of Omni-channel experiences and the seamless integration of technology across multiple touch points. It discusses how organizations can leverage technology to create cohesive and consistent customer experiences, irrespective of the channel or device used. Practical implications for practitioners are also outlined, emphasizing the critical importance of investing in robust technology infrastructure, fostering a culture of innovation, and prioritizing customer-centric strategies. Valuable insights for practitioners, researchers, and policymakers alike, providing a comprehensive understanding of the transformative role of technology in operations management. By leveraging technology strategically, organizations can achieve operational excellence, enhance customer satisfaction, and gain a competitive edge in today’s dynamic business landscape.
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