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This research is the first to use bibliometric analysis to provide insight into the landscape and forecast the future of customer experience research in the banking sector.

We used bibliographic coupling and co-word analysis to delineate the existing knowledge structure after reviewing 338 articles from the Web of Science database.

The bibliographic coupling analysis revealed five key clusters: customer engagement and experience in digital banking; customer experience and service management; customer experience and market resilience; digital transformation and customer experience; and digital technology and customer experience—each representing a significant strand of current research. In addition, the co-word analysis revealed four emerging themes: customer experience through AI and blockchain, digital evolution in banking, experience-driven ecosystems for customer satisfaction, and trust-based holistic banking experience.

These findings not only sketch an overview of the current research domain but also hint at emerging areas ideal for scholarly investigation. While highlighting the industry’s rapid adaptation to technological advances, this study calls for more integrative research to unravel the complexities of customer experience in the evolving digital banking ecosystem.

This review presents a novel state-of-the-art analysis of customer banking experience research by employing a science mapping via bibliometric analysis to unveil the knowledge and temporal structure.

The purpose of this paper is to provide a concise introduction of sustainability in human resource management (HRM) from the western perspective. With a review of Confucian thinking, it argues that the application of sustainability in HRM is more effective and efficient under the influence of Confucian values. Therefore, Chinese companies are likely ready to embrace the concept of sustainability and implement sustainable people management practices.

The paper is mainly theoretical in perspective. It also draws on semi-structured interview data derived from a study conducted in companies that operated in two cities in China: Guangzhou and Beijing to support the discussion of synergies between Confucian values and the western concept of sustainability in HRM.

In the interviews, it was evident that the interviewees were adhered to Confucian values, although they did not make the connection explicit. The interview data also showed how Confucian values (e.g. Ren, Yi, Li) affect Chinese management of human resources.

The number of interviewees involved was not sufficient to allow a conclusive comparison between groups. Further research is needed to develop comparisons.

The paper suggests a favourable application of Confucian values in sustainable people management practices.

The interview data provide insight into how Confucian values lend support to sustainability in HRM.

This paper describes algorithms and software for decomposing CAD models for a new mold manufacturing process called WirePATH™, which uses wire electrical discharge machining (EDM) to reduce mold fabrication time. A decomposition strategy has been developed to account for the limitations of wire EDM. During decomposition, CAD models are separated into manufacturable segments and then layered if they contain curved or relatively flat sloped surfaces because wire EDM is limited to steeply sloped ruled surfaces. A new algorithm for direct adaptive layering of CAD models is developed. The algorithm analyzes surface error by comparing line segments against actual curves from the model surface. Also, the maximum angle needed to produce each layer is checked, and, in some cases, the layers are reconstructed to conform to the maximum angle.

The paper discusses how to succeed in the new economy by utilizing e‐business in transforming business processes and strategy. The Collaborative One‐Stop Virtual Engineering Services (COVES) portal provides users with collaborative engineering services for government agencies and private sectors involved in various areas like safety, health and environment. The portal helps in design through modeling and simulation over the Internet for the above sectors. The portal provides a Web‐based environment for tackling the above issues during the design of a factory via the use of e‐computational fluid dynamics. Besides the above, COVES has re‐engineered the traditional business processes associated with construction industry by integrating various enterprises. The portal also improves competitiveness by installing a strong culture of knowledge collaboration and increased accessibility to expensive high‐performance‐computing (HPC) resources and tools. The integrated inter‐enterprise workflow with various public and private parties has simplified the procedure and expedites building plan approvals.

Soft systems methods have a proven record in tackling problems in healthcare and are used to model interactions within the National Health Service (NHS). The precepts set down by Stringer and other OR scientists guide an evaluation according to quality and effectiveness of aspects of healthcare management in the NHS from the viewpoints of government, software consultants, health professionals and patients. Effective management of a shared system requires the commitment of all stakeholders to an agreed agenda. It is argued that recent organisational changes and liberalised funding schemes frustrate the co‐operative efforts of those working to provide good healthcare.

The purpose of this paper is to view the human experiences of the Canterbury earthquakes through a varied set of disciplinary lenses in order to give voice to those who experienced the trauma of the earthquakes, especially groups whose voices might not otherwise be heard.

The research designs represented in this special issue and discussed in this introductory paper cover the spectrum from open-ended qualitative approaches to quantitative survey design. Data gathering methods included video and audio interviews, observations, document analysis and questionnaires. Data were analysed using thematic, linguistic and statistical tools.

The themes discussed in this introductory paper highlight that the Canterbury response and recovery sequence follows similar phases established in other settings such as Hurricane Katrina and the Australian bushfires. The bonding role of community networks was shown to be important, as was the ability to adapt formal and informal leadership to manage crisis situations. Finally, the authors reinforce the important protocols to follow when researching in sensitive contexts.

The introductory paper only discusses the articles in this special issue but it is important to acknowledge that there are other groups whose stories were not shared due to logistical limitations.

This introductory paper sets the scene for the articles that follow by outlining the importance of the human stories of the Canterbury earthquakes, through the eyes of particular groups, for example, medical staff, schools, women, children and refugees. The approach of viewing the experience through different community voices and disciplinary lenses is novel and significant. The lessons that are shared will inform future disaster preparedness, response and recovery policy and planning.

This profile is somewhat more exotic than the usual ones found in this, hopefully, august journal and your reporter would like to dwell on the background more than is usual. If you take your world atlas, you may find Ipoh as an isolated dot in the middle of the Malaysian peninsula, a little to the north‐west of Kuala Lumpur. Viewed thus, why would Multicore Solders choose such an isolated outpost to establish a subsidiary factory? Arriving at the international airport at Kuala Lumpur starts to give one a clue: there are enormous bare scars in the plain. Flying from Kuala Lumpur to Ipoh, these scars multiply. They are the remains of the open‐cast tin mines in the alluvial deposits. Viewed from the air, they are a terrible blot on the landscape. The amazing thing is that they juxtapose oil palm, fruit and rubber plantations and even untouched jungle, but they remain bare and desert for decades. It is evident that no effort has been made to conserve the vegetable soil and replace it after the mining operations are finished, but this may be because the humus layer is so thin that it would be impossible to do so. To the ignorant European that this writer is, I imagined that the jungle was an all‐invading vegetation ready to swallow‐up every square metre of land: not so, it is a very precarious ecosystem where the humus formed by the rotting vegetation is swallowed up by the new growth faster than it can form. The jungle soil is very thin, bare rock being common and such a humus layer may take decades or even centuries to form. Most of the disused tin‐mines are therefore as devoid of life as the starkest desert. It would seem that, after fifty years or so, the first signs of vegetation start to reappear, a very meagre growth which, in time, may develop into scrub or secondary jungle without high trees.