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A cross-sectional and quantitative study design, with the aim of explaining the relationship between relationship marketing and customer loyalty, and the mediating role of word of mouth in this relationship was undertaken. A sample of 384 was determined from a population of the mobile telecommunication users based on Krejcie & Morgan sampling framework. The study utilized 384 questionnaires. The authors conducted confirmatory factor, correlation, regression, mediation and SEM for analysis, interpretation and results. While trust, relationship satisfaction and reciprocity components of relationship marketing have been found to be significant predictors of customer loyalty in other studies, our study findings reveal contrasting results. This is a unique finding in our study. However, in line with earlier studies, our findings indicate a positive significant relationship between relationship marketing components of communication, commitment and customer loyalty. The study also finds a significant positive relationship between the relationship marketing components of communication and commitment and word of mouth and a significant positive relationship between word of mouth and customer loyalty. Telecommunication companies should pay attention to relationship encounters that build commitment, should develop targeted communication channels which build positive word of mouth communication. This will ultimately create loyal customers for mobile telecommunication companies.

A generally recognized factor that has a direct impact on the formation and development of the digital economy is the level of development of infocommunications, which actualizes the issue of its measurement as an indicator of the degree of readiness of Ukraine to implement its digital strategies. To this end, in the article, based on statistical data of the information society and the digital economy, with the use of appropriate assessment indicators (technological, economic, social ones) for Ukraine, Europe, and the CIS, there measured: level of ICT infrastructure development; level of using ICT by citizens, business and government; level of development of the ICT sector (economic, social aspects). According to the results of the study, relevant conclusions are made. In particular, the low level of infocommunications development of Ukraine relative to the countries of geographically close regions reduces the possibility of achieving the key objectives of its digital strategies, bringing to the fore the need to address the following specific tasks: development of ICT infrastructure through increasing the availability and innovativeness of communication networks; further provision of access of the population, households, business and government structures to ICT; preservation of niches in regional ICT services markets and sustainable development of the production segment of the ICT sector, enhancing its ability to meet the demand for communication equipment and new jobs.

Type of the article: Research Article AbstractThis study investigates the challenges and opportunities of artificial intelligence (AI) adoption in human resources management (HRM) within the ICT industry of Armenia. Utilizing a mixed-methods approach, the analysis is based on a structured survey and in-depth interviews conducted with 30 HR specialists from Armenian ICT companies in Yerevan between January and February 2025. The results of the expert survey were analyzed using descriptive statistics, frequency analysis, and cross-tabulation tests in SPSS software. The findings revealed significant opportunities for using AI in human resources management within the ICT sector. These opportunities include improving management processes for employees and saving time and financial resources through the effective use of artificial intelligence in HRM. However, there are also evident challenges, such as the comparatively slow rate of AI integration in HRM (only 43.4% use AI tools in HRM), and risks associated with human–AI imbalance (27.8%), information protection (27.8%), job displacement (18.5%), AI bias (16.7%), and resistance to change (9.3%). Nevertheless, the findings revealed no correlation between company size and the level of AI implementation in HRM (Pearson Chi-Square = 0.143, p = 0.931), which does not support the hypothesis of a ‘digital divide’ within the sector whereby larger companies are more likely to implement AI than small and medium-sized enterprises. The study highlights the importance of balancing AI technology with the human factor, developing ethical standards, investing in AI literacy, and implementing targeted training programs.

PurposeThe contemporary organizational environment calls for work team members to be more resilient in the face of likely setbacks, which are routinely experienced at the workplace. In two separate studies of work teams, we examine the impact of team sensemaking on team bricolage and subsequently, on team resilience. These studies further investigate whether task interdependence moderates the mediation of team bricolage for the relationship between team sensemaking and team resilience. In brief, these two studies conceptualize and test the relevance of team sensemaking, team bricolage and task interdependence for team resilience.Design/methodology/approachA sample of 213 team members participated in the self-administered survey for Study 1. For Study 2, a second sample collected from 81 teams, elicited team-level data by consensus among team members.FindingsFindings show that team sensemaking as an antecedent has a significant and positive impact on team resilience. The results also show how and when the relationship between team sensemaking and team resilience is facilitated through an underlying mechanism of team bricolage in the presence of task interdependence among team members. This research improves the understanding about the relationship between team sensemaking and team resilience by examining the underlying mechanism and boundary condition under which the relationship is the strongest.Practical implicationsThese findings have important implications for human resource managers. In face of adverse events, team sensemaking plays a pivotal role as it can enable team members to have better situational awareness, communication and reflection. Team sensemaking can be further facilitated for improved team resilience by embedding bricolage and task interdependence components in the employee orientation, job description and training of potential and current employees.Originality/valueThese findings demonstrate that in the wake of adverse events, team sensemaking can play a pivotal role as it enables team members to have better situational awareness, communication and reflection. For team resilience, the findings imply that team sensemaking can be further facilitated by team bricolage in the presence of task interdependence in work teams. Thus, managers of modern work teams and organizations can sensitize team members about these aspects through employee orientation, job description and on and off job training activities.

Telecommunication technologies have entered all spheres of society, creating wide chances for improvement. The splendid, safe, and effective digital revolution in best practices and the productive use of resources in this field are the driving force behind the improvement of innovation. The aim of the study is to identify the main problems of the arrangement and evolution of the digital economy in Azerbaijan, as well as to offer recommendations for the successful usage of digital technology opportunities. Using regression analysis, the impact of the digital economy on economic growth was determined. The analysis showed a direct relationship between the indicators (r = 0.857) and a high closeness of the relationship on the Cheddock scale. The outcomes showed that during the last eight years (2015–2023), there has not been a significant growth in the ICT Development Index in Azerbaijan. According to the ICT Development Index, Azerbaijan ranks 87th, the Development Index of e-government – 83rd, and the Network Readiness Index – 75th in the world. The results stressed the necessity of state support for the digital economy in Azerbaijan to solve problems in this area and the significance of applying the progressive foreign countries’ experience in the digitalization of the economy. The study examines the factors influencing the development of the digital economy in Azerbaijan and offers proposals and recommendations for the effective use of digital technologies that have practical and scientific significance.

In recent years, the rapidly changing landscape of society and the economy has compelled organizations to adapt and innovate. Information and communication technologies (ICTs) have seen significant advancements in hardware and software. However, many companies within the ICT sector often overlook the need to infuse innovation into areas beyond ICT development and infrastructure. This study evaluates the innovation capabilities of medium-sized enterprises providing Information Technology Service Management (ITSM) in Medellín, Colombia. Utilizing a structural equation model, the study examined causal variables related to competitiveness and innovation capacity. Of the 42 variables considered, seven, including corporate branding evaluation, sustainable development, and improvisation capability, showed results below the normal threshold. The ICT sector, focused on the development and provision of technological and Industry 4.0-related services, continuously evolves. This model contributes to assessing and achieving that objective.

A digitális technológiák gyors elterjedésével párhuzamosan az IKT (információs és kommunikációs technológiák) szektorban dolgozók nyitottsága a mesterséges intelligencia (artificial intelligence, AI) munkahelyi integrációja kapcsán kulcsfontosságú tényezővé vált, a szervezetek alkalmazkodóképessége szempontjából. A szerzők tanulmányának célja az AI-integráció iránti nyitottságot meghatározó tényezők feltárása, különös tekintettel az elköteleződésre, a munkatapasztalatra, a beosztásra és az iskolai végzettségre. Kérdőíves felmérésük során 129 fős mintát alakítottak ki, amelyen ordinális logisztikus regressziót végeztek. Az eredmények szerint az elköteleződés, az IKT-szektorban szerzett tapasztalat és a vezetői pozíció pozitívan befolyásolják az AI iránti nyitottságot a IKT-munkavállalók körében. Ezzel szemben az életkor, az általános munkatapasztalat és az iskolai végzettség nem mutattak szignifikáns hatást. A kutatás gyakorlati következtetése szerint az AI sikeres bevezetéséhez kulcsfontosságú a munkavállalói elkötelezettség növelése és a vezetői támogatás megerősítése.

This study presents operational electricity consumption and greenhouse gas emissions for named European telecom network operators during 2015–2018. These results are also compared to data for 2010–2015. The study provides an extensive primary data set, collected from European Telecommunication Network Operators (ETNO) members, covering operations in Europe and beyond, providing data with higher granularity than publicly available sources. The collected data set corresponds to roughly 36 percent of European subscriptions and 8 percent of global subscriptions. This data set was used to calculate the aggregated annual electricity consumption for the assessed operators, as well as associated subscription intensities, in total, for Europe and per network type. Moreover, aggregated electricity-related carbon emissions and emissions from other sources were calculated. Finally, estimates were made for the overall network operation in Europe for 2018 and 2020. The study concludes that the electricity consumption and number of subscriptions for the reporting telecom network operators remained nearly constant (+1 percent and −3 percent, respectively) between 2015 and 2018, while data traffic increased by a factor of three. For the extended period of 2010–2018, the electricity consumption per subscription remained quite stable, slightly below 30 kWh/subscription despite substantial data traffic growth (by a factor of 12).

The article examines the reproduction of specialists in information and communication technology (ICT) at all stages of this process: output, utilization of workforce capacity, and retirement from the workforce. Each stage is considered in the dynamics from the 2010s to 2020s. Based on the results, a model simulating the reproductive cycle of ICT specialists is developed. The calculated and actual values for the number of ICT specialists prove to be close, which confirms the correctness of the constructed model and the data used.

Type of the article: Research Article AbstractDigital technologies have become a key driver of economic growth, competitiveness, and social inclusion, while significant disparities in digital development persist across national economies. The aim of this study is to map and interpret the trajectories of digital transformation in 30 selected European countries (EU member states, associated economies, and Ukraine) during 2011–2022. The study employs the self-organizing map (SOM) with Ward hierarchical clustering to uncover latent structures of digital development, using a balanced panel of 20 indicators across three domains: ICT sector development, digital infrastructure, and digital technology adoption and skills. Cluster validity was assessed via the Elbow Method, Silhouette Coefficient, Calinski-Harabasz, and Davies-Bouldin indices. Results indicate that the two-cluster solution is statistically robust, while the three-cluster solution provides additional insight into transitional patterns of digital transformation. The two-cluster solution revealed a clear distinction between digital leaders and less advanced economies, with the greatest disparities observed in online banking (71% vs. 29%), online purchases (68% vs. 32%), and e-government use (68% vs. 34%). The three-cluster solution provided further nuance, showing that in 2011 most European economies were concentrated in the weakest cluster, while only Northern Europe achieved high levels of digitalization. By 2020, all European countries had reached at least the middle cluster, reflecting a shift from strong polarization toward a more balanced distribution of digital development. Despite progress, structural gaps remain, emphasizing the need for policies that advance digital skills, encourage inclusive adoption, and build trust in online services to sustain digital transformation. AcknowledgmentThe authors acknowledge with gratitude the financial support provided by the Ministry of Education and Science of Ukraine for the research project “Cybersecurity and digital transformations of the country’s wartime economy: the fight against cybercrime, corruption and the shadow sector”, state registration number 0124U000544).