The purpose of this study was to examine how knowledge management should be implemented in medium-sized manufacturing companies in order to ensure adequate B2B communication and knowledge sharing of explicit knowledge with distributors in the sales channel in times of impeded and limited access due to COVID-19 pandemic. Manufacturers traditionally manage their sales channel partnerships inefficiently, and especially SMEs do not often make use of consequent knowledge sharing. This leads to the fact that converting leads into sales becomes an on-going challenge and calls for new ways of inter-organizational knowledge sharing of explicit knowledge internationally. Methodology and approach — To explore the complexity of business partner knowledge sharing in the B2B sector, a qualitative approach has been applied. Building on the purpose of the research, a single case study research as the research strategy provided in-depth information on the manufacturer-distributor knowledge sharing in times of crises. The contemporary phenomenon of SMEs within the real-life context of B2B communications primary data was collected in form of a self-administered questionnaire from international business partners in the sales channel of an industrial manufacturer of machine building industry in Germany. The rising importance of knowledge being the fourth production factor generating values require companies to constantly transfer and share knowledge – not only inter-, but also intra-organizationally, especially when it comes to sales channel collaborations. The findings of this research highlight that the use and positioning of knowledge sharing among business partners in the sales channel is crucial and enable collaborations to improve B2B working flows cross-organizationally. Explicit knowledge such as specific product-related information material, prices or logistical information should be trained on the product, catalogues or via internet-mediated means and should furthermore be stored in a commonly used knowledge management tool. Tacit knowledge should be transferred in a pre-agreed language, predominantly through joined customer visits and training on the product. This research does not only enhance practical implementations in the case organisation but also can be conferred upon those organisations that rely on a manufacturer-distributor relationship in their sales channels. It provides insights regarding a proposed knowledge management in SMEs and it links the theoretical understanding of knowledge sharing with real-life practices in manufacturer-distributor relationship-related processes. Thus, this research generates new knowledge by combining knowledge management theory with practice to develop a framework that provides insights on observing, improving and preventing knowledge-based bottlenecks.

Information and knowledge management is key to create added value for organizations no matter what field organization is acting. Covid -19 has shown the importance of accurate and right information to be available for those who need information to be able to act. Respectively we have seen the challenges and problems when information has not received on time, information is insufficient or not received at all. For organizations and their many stakeholders, customers included, uncertain times are the ultimate test for processes. This can be seen strongly in information and knowledge management practices. If organization has strong organizational culture where communication and knowledge management have strong position it can assume that ability and willingness to use alternative methods for communication when those are needed are in good level. This ensures also that ability to create added value for stakeholders and customers are not in danger and agility to react changes occurring in operating environment is existing. Barriers in communication have many different levels in organization. Individuals have different ways to communicate and receive information and these individual differences are creating needs to better and diverse communication within organization to create better possibilities to be successful also in organizational level. Today as covid-19 has changed dramatically ways to communicate and manage knowledge technological barriers and ability to use new technology has been the most important challenge organizations have been faced today. To be able to continue their businesses and survive new technology must be adopt and take in use even in individual level might be some challenges to learn and adopt new ways of doing things. This study focuses on added value and how communication as well as knowledge management. Case study is presented through industrial organization and their customer satisfaction survey to see how knowledge barriers are affecting on customer satisfaction and organization´s ability to create added value through minimizing knowledge barriers. Through theoretical review of knowledge barriers, case study organization´s customer satisfaction survey and survey creation process are shortly presented. Results of the customer satisfaction survey are introduced and results are reflected against theory related to different knowledge and information barriers. This evaluation is to be done to present the challenges what organizations are facing in individual, organizational and especially in technological level and how these all levels are connected when communication tools and methods must be changed quickly and knowledge management is suddenly most important mode of management.

Several studies have suggested that collaborative-based approaches are relevant to attain sustainability related goals in the Agri-food sector. These approaches take on even more significance in the light of the opportunities offered by the so-called circular economy, through innovative technologies and profitable business models based on the exploitation of agricultural wastes, byproducts and unsold products. The role of circular-based methods in conciliating social, environmental and economic objectives in the Agri-food sector is emphasized in several works, with a particular focus on approaches aimed at promoting rational use of resources and reducing food loss and waste. In this sense, Circular Economy represents an emerging and promising approach to manage the socioeconomic-growth of Agri-food Networks. Starting from these considerations, the analysis of organizational and business models based on collaborative approaches as a tool for value chains creation in the agri-food sector seems to be a promising field to be explored. Unfortunately, the state-of-the-art picture of this field of study still appears fragmented and no specific model to design collaborative-based initiative in food sustainable chains are available. Thus, we analysed in depth the literature landscape of collaborative networks supporting the sustainable development through circular economy-based approaches in the agri-food sector, by means of a systematic literature review. Results of our systematic literature review led to the identification of a modelling framework consisting in four main elements, namely Network structure, Participants behavior, Supply Chain Processes, Supporting tools, methods, and technologies. We adopted this modelling framework to design a real experience of collaborative network based on the circular economy paradigm in the agri-food sector, namely MEC – Marketplace Ecosostenibile Calabria.

As a part of industrial revolution 4.0, digitalization has a major impact on organizational profitability and competitiveness (Viale and Zouari 2020). Digitalization is one of the biggest challenges organizations have been recently facing. Causing also organizations to respond to digitalization differently. Information technology plays a significant role in digitalizing organizational processes, also different automation solutions (Viale and Zouari 2020). Although RPA is a relatively new technology, it has recently gained a lot of attention among academia and industry (Gao et al. 2019: Cooper et al. 2019). Organizational management is getting increasingly interested in this new technological approach (Jimenez-Ramirez et al. 2019). While organisations have begun to implement RPA to improve process efficiency, the literature tends to examine this phenomenon from a technical perspective (Güner et al. 2020), instead of, for example, management perspective. The aim of this research is to study the required capabilities of RPA-based organizational value creation in the private healthcare sector, from an intellectual capital (IC) perspective. The practical outcome of this study will provide understanding of the IC components role of capabilities of RPA utilization, that allow direct and indirect value creation in the private healthcare sector organizations. The four evolution stages of IC (Secundo et al. 2017; Borin and Donato 2015; Dumay and Garanina 2013; Guthrie et al., 2012; Petty and Guthrie 2000) enriched by managerial data-driven approach (Secundo et al. 2017) are used as a framework to bring IC perspective. The research has been conducted by focusing on the enabling interest group, RPA consultants, having knowledge and experience in RPA implementations in organizations within different industries, also in the private healthcare sector. Several consulting companies in Finland were chosen for the study. This research was conducted using qualitative research methods and a case study research strategy. As an outcome, we will provide understanding on the role of IC components together with the required capabilities for RPA utilization and thus, value creation through examining different value functions in the private healthcare business industry. There are two practical outcomes of this study. First, this study will provide valuable information and understanding on the role of IC components together with capabilities required for RPA utilization in the private healthcare sector. Understanding what capabilities are required to use RPA efficiently would increase the ability of value creation in the private healthcare sector companies. Second, this study will provide information on the capabilities required for each value function.

Due to COVID-19, telemedicine solutions, in general, have played a crucial role, with their ability to minimize physical physician-patient contacts, and to optimize healthcare system capacity, during demand surges, guaranteeing the taking in charge of the patients and the continuity of care. The present study aims at investigating the feasibility and economic/organizational sustainability of an innovative telemedicine platform, as an example of telemonitoring care programs for patients with or without COVID-19, integrated with telerehabilitation and tele-supporting activities (whose name is T-CUBE), by addressing the following research questions: i) Which are the main benefits related to T-CUBE introduction in the clinical practice, from a clinical and an economic perspectives?; ii) Which are the key factors determining the intention to use T-CUBE in the clinical practice? A Health Technology Assessment (HTA) was conducted in the year 2020, thus examining all the dimensions proposed by the Model for Assessment of Telemedicine (MAST), thus comparing T-CUBE implementation, with the usual care consisting of on-site monitoring and rehabilitative activities. The HTA was then integrated with an in-depth analysis of all the factors that could predict T-CUBE individual’s acceptance, focusing on social and cognitive instrumental factors, and based on the Technology Acceptance Model framework. Literature declared that telemonitoring and tele-supporting would improve the management of patients’ with or without COVID-19, optimizing the care by detecting clinical deterioration at an early stage, caused both by COVID-19 or chronic cardiac or pulmonary diseases, thus also revealing a lower hospitalization rate, as well as a shorter length of stay with respect to usual care. Furthermore, the platform would lead to a reduction of 14.11% of rehabilitative hospitalization days, with a consequent increase in the overall accessibility to care (51.6%). From an economic perspective, considering 184,792 patients potentially treated with T-CUBE in Lombardy Region, an economic saving equal to 41% emerged on annual basis. With regard to T-CUBE acceptability, its intention to use is strictly dependent from its usefulness and ease of use perceived by the healthcare professionals involved, as well as by its capability to produce a relevant job and a high-quality output. In conclusion, T-CUBE represents an ideal strategic leverage useful to manage the current pandemic emergency, thus being a relevant example in which digital technologies gives the possibility to solve a health problem in an efficient and effective way.

Food production represents today an environmental cost, boosting scientific community and food companies searching innovative solutions to reduce environmental impacts and wastes. Among all agri-food supply chains, 65% of global agricultural emissions of CO2 equivalent are produced by livestock and connected activities. Dairy industry produces a multiplier effect of impacts, using a large amount of primary products to obtain relatively little quantity of cheese. In this context, it is clear that food loss is not only a socio-economic problem, but also represents an additional environmental burden to be attributed to the production process. The adoption of circular economy strategies could represent the right way to reduce the issue of food waste and food losses, not only by reusing and/or recycling expired products but also extending the shelf life of edible products, that finally would mean reducing waste and increasing production efficiency (Stillitano et al., 2021). However, the effort of adopting circular strategies risks to become vain if the degree of circularity achieved is not measured, so that a process of continuous improvement can be adopted in a circular design logic. The aim of this study is to evaluate, from a circular, environmental and economic perspective, techniques for the shelf life extension (SLE) of Lacto-Fermented Mozzarella Cheese. Life Cycle Assessment, Circularity Assessment and Life Cycle Costing methodologies were applied to evaluate the effects of SLE implementation, taking also into account the potential reduction of food loss and returned goods. Results showed that despite a minimal increase of impacts and costs due to the introduction of the innovation, the SLE could allow reducing the share of losses up to 50%. Expressing results in terms of days of product shelf life, the innovative solution is more sustainable from both the environmental and the economic point of view and allows an improve

In this paper we address the limited understanding of how the amount of sales used by retailers changes the customers’ propensity to plan purchases. We investigate the effects of shopping motivation, buying behavior, marketing skepticism, and marketing literacy on the propensity to plan purchases by customers and how they comply with this purchase plan. A classification of sales into short-, missile- and long-run is developed. Based on in-depth interviews and an online survey we identify the abovementioned factors perform differently depending on sales types. Overall, utilitarian shopping motivation that positively affects shopping planning and compliance with the shopping plan during sales, and sales buyers experience more hedonic value and have a higher level of marketing literacy at sales than non-buyers. It was also found that the less often the sale is held, the more unplanned purchases buyers make. During regular sales, buyers show a lower level of marketing skepticism that those who do not buy.

The mounting pressure from governments and investors has imposed companies to think “green”, “sustainable” and be “social compliant”. In this paper, an investigation to understand the joint impact that Sustainable Oriented Innovation (SOI) and Open Innovation (OI) may have on companies’ performance is presented. In particular, the study aims to see if these practices, i.e. OI and SOI, impact in terms of innovation, sustainable and economic performance that have been described in the literature as different but often correlated outcomes. The model proposed a setting in which it is possible to test the joined effect of developing SOI and the sharing of knowledge considering open and closed OI strategies. Results show that the most convenient strategy is to develop SOI technologies, but the use of an open setting should be evaluated according to the life cycle stage and dynamicity of the technological environment.

Recent major health shocks like the 2014-16 Ebola outbreak, the Zika outbreak, and, last but not least, the Covid-19 pandemic have strongly contributed to drawing attention to the issue of resilience of health systems, because health authorities and organizations experienced severe difficulties in managing these crises. The concept of resilience is assuming a central role also in the scientific debate about healthcare management. Nevertheless, the lack of clarity on how to systematize and deal with this topic led to a highly fragmented scientific literature, which creates difficulties in the development and assimilation of incremental research in this relevant field. This study provides a comprehensive map of the extant literature and identifies the main themes and future research needs. Methods: A systematic literature review was carried out. We used the database ISI Web of Science (WoS) to extract the dataset. The material search was conducted in December 2020, using keywords derived from the literature. The final sample, obtained from the application of exclusion and inclusion criteria on the initial dataset, comprises 89 articles that are the object of this analysis. Results: The 89 articles in the final sample range from 2001 to 2020. The research on resilience in healthcare appears fragmented and linked to different research streams. Hence, effective framing existing contributions could be beneficial and help at identifying the most investigated areas and the main gaps to fill. At this aim, we proposed a novel theoretical framework, to systematize the papers dealing with the topic of ‘resilience in healthcare’ and to provide a clear picture of the state of the art in this field. Conclusions: The content analysis allowed identifying the significant dimensions defining the scope of investigation on the topic under analysis. Scrutinizing articles along these dimensions, several gaps emerge, which opens interesting paths for future research.

Times of emergency and confusion may pose a need to introduce and implement information systems in organizations, or to greatly hasten an ongoing implementation project. The purpose of this article is to recommend effective methods and practices that will improve implementation in times of emergency. In this article, we will discuss how organizations can deal with the challenges of implementing technological solutions for knowledge management and collaboration during crises, addressing issues such as technology selection, user capacity building, organizational trends that encourage or hinder technology adoption and organizational policies that can facilitate these solutions. The article discusses a case study of a national defence organization introducing the ‘Microsoft 365’ cloud-based suite, and particulary the ‘Teams’ service, to improve work performance during the Covid-19 crisis, while adhering to social distancing guidelines. This article will discuss the need that was generated, and the approach chosen, as well as the theoretical foundation for assimilation, focusing on motivational problems, change agents, and assimilation models. The method of gathering information and analyzing the data is then explained in depth, including surveys, participant evaluation in work teams, and data on system use. Finally, after reviewing the data and drawing various direct conclusions from it, ensuring that the final criteria (‘bottom lines’) are met in response to the need for functional consistency, commander preferences, and user satisfaction. In the discussion section we build on the observations made in the above case and examine the implications and perspectives of assimilation in a crisis and uncertain situation. A successful implementation of an information system can be boosted by following three main components, particularly in times of crisis: 1. Characteristics of the technology: effective, integrated, user-friendly, scalable, and generalizable. 2. The technical efficacy of users and management 3. Using a methodical framework for implementation as a flexible contingency plan.

Information technology is driving public organisations as smart and sustainable working organisations that facilitate processes of public value creation. Technology is opening to public collaborative innovation. As organisations seeking sustainability as a vision for strategy and action, public organisations evolve by developing strategic, managerial and technological sources to enable public value creation within society. Smart working is emerging as a new way to shape the work relationship as both collaborative space and innovation. Public organisations achieve sustainability adopting a service logic view as strategic orientation by developing the potential of information technology in order to drive innovation by building digital, smart, lean and open platforms for value creation, innovation and networking. Smart and sustainable working public organisations contribute to value creation processes and promoting collaborative innovation as a key source of public innovation. They support innovation as enabled by digital platforms, and adopt the smart working as a way to enhance collaborative innovation, enhancing the role of public managers, and strengthening the social and human factor in smart work relationships by developing the potential offered by information technology.

Creative neighbourhoods are the subject of increased discussions and concerns, both in the academic and the professional communities, having various cultural, social, economic, and policy implications. Nevertheless, the theorising in the field is at the beginning. Various interdisciplinary approaches highlight especially social, economic, and urban implications. The study aims to investigate the dynamic of creative neighbourhoods in Romania to understand which are the factors leading to success stories both for the creative communities and for urban development. The dynamics associated with the local administrations in two main Romanian cities are explored: Bucharest and Cluj. The findings are shading lights on the inner dynamics of creative communities in creative neighbourhoods in relationship with public administration for better cooperation.

Intended study aims to identify the challenges and opportunities mature and emergent entrepreneurs faced for adoption of digital entrepreneurship in face of COVID-19 in research industry of Lahore, Pakistan in view of the Technology Affordances and Constraints Theory. A descriptive research design was executed whereby, sample was chosen using purposive sampling technique and data were collected from start-up owners and their managerial teams using a Likert scale questionnaire. A total of 253 valid responses were recovered. The study results revealed that entrepreneurial teams were engrained in the fierce challenges for adoption of the digital entrepreneurship due to the absence of an approximate framework and support infrastructure. Based on the analysis’ results, a framework for digital ecosystem integration considering the life cycle of the business has been proposed along with robust digital entrepreneurship framework for the retail industry.

Organizations today live in a complex business landscape that requires them to be increasingly resilient, resourceful, intuitive, and flexible. Organizations must confront increasing complexity, turbulence, unpredictability, and the speed of change in the competitive environment. Many different forces and trends are shaping the new business landscape, and rapidly evolving digital technologies are forcing breakthrough and disruptive innovations. For companies to survive and thrive, they must transform their business and behaviours to respond to the evolving business landscape and turn challenges into opportunities for development and growth. Unlike change management, transformation aims to reinvent the organization and encourage the adoption of new approaches and discover new or revised business models that shape the perceived vision of the future. In particular, it is a digital transformation: the current business landscape is characterized by a continuous and inevitable digital evolution, so any type of organization should adopt the transformation considering digital factors. In this perspective, companies need to generate, manage and leverage tacit, explicit and practical knowledge to drive transformation and remain competitive. Creating a transformation culture is not easy and many factors contribute to this outcome. Leadership represents one of the critical catalysts of a transformation-focused organizational culture. Transformative leaders today are responsible for fostering an organizational cultural mindset that aims to support and encourage transformation. For this reason, it is important to attempt to identify and measure the critical competences that drive and facilitate the generation, management, and use of knowledge for continuous innovation. The study is at a preliminary stage and focuses on the following imperative research question, “How are the competences assessed that lead a Transformative Leader managing an organization to continuously innovate and drive transformation considering the digital age?”. Proposed is the Transformative Leadership Assessment Framework, a first draft of a competency model to assess the characteristics of leaders who drive organizational transformation in today’s complex business landscape. It lays the foundation for defining the specific skills, knowledge, and behavioural requirements that enable a leader to be transformative and lead an organization toward continuous innovation. Competences provide individuals with exemplary performance that has an appropriate impact on business outcomes. This analysis helps specify a set of useful behaviours of transformative leaders, provides a tool that individuals can use for self-development, and outlines a leadership framework that can be used by to select, develop, and understand the effectiveness of transformative leaders in transformative organizations. To develop the Transformative Leadership Assessment Framework, the principles of grounded theory were adopted and, using secondary data such as recorded interviews, the authors examined the profiles of some of the most influential and inspirational modern tech leaders.

The issues of food losses and food waste have reached such proportions that global economies are looking for solutions to limit their impacts. In this work, we describe an innovative e-marketplace for the agri-food supply chain (ASC), designed in the context of a R&D project (MEC) aimed at supporting the operators in reducing waste products and finding new sales channels. The MEC project involves the development of new knowledge management methods and technologies aimed at the design, modelling and experimentation of a new logistics network. Within the MEC project our purpose is to create a virtual commercial and logistics network, also functional to open the market to small businesses; to reduce the food products losses and waste; to extend the value to the uneaten food, waste and otherwise lost products; to strengthen the market of agricultural and agri-food specialties with a strong local/regional connotation through product management and control systems that allow for an improvement in the chemical, physical, organoleptic and nutritional qualities of the products at the time of consumption; to create a technological platforms for the integrated management of logistics for various commercial channels and the use of models for decisions based on the integration of “field” information with those acquired directly from the customer/final consumer, in the order and purchase and after-sales assistance. The system will be implemented as a web-based platform aimed to offer users: a decision support systems to aid sales services, also through demand forecasting algorithms that will allow optimization of the processes for locating goods with consequent maximization of consumption and reduction of waste; a route optimization systems, to strengthen distribution logistics services that will allow the selection of the best itineraries, also from the point of view of environmental sustainability; a systems for the valorisation of scraps, lost and wasted products through the definition of models of optimal use for energy production purposes of products no longer destined for food consumption; an ecosystem and social services related to the reduction of waste, production of energy from renewable sources, reduction of greenhouse gases linked to the optimization of the distribution phase, support to the third sector for the procurement of food for people in need. The expected results is the improvement in the competitiveness and sustainability of national agri-food supply chain linked to a reduction in the amount of product lost and/or wasted and pursued through a coherent set of innovative measures.

In response to the Covid 19 pandemic emergency, universities found themselves to rethink the way of doing university. They have veered towards new circular economy models capable of actively involving users by strengthening the right of access to information and services through sustainable digitization. production systems with greater involvement of the territories. Our work uses multi-criteria methods to analyze the actions of universities to face the Covid 19 pandemic emergency. In particular, the study analyzes the choices on the reorganization of the main services offered to students with a particular focus on teaching. The actions considered from a digital sustainability point of view for teaching aim at the use of technologies not only to remotize the lessons but with a view that technology can be of support in the redesign of the didactic paths in their complexity.

Integrated Care Pathways (ICPs) are multidisciplinary approaches designed and adopted by hospitals for achieving more efficiency and effectiveness in the care processes. Despite these advantages, it is still needed to demonstrate their economical and organizational positive effect, by taking into account specific contextual variables such as the existing resources and technologies of the hospitals (van Hoeve et al., 2020). In addition, since the complexity of the care processes is high, the development of an integrated dashboard of monitoring indicators of ICPs is a critical issue in the referred literature. In particular, the framework should be holistic and designed for a large spectrum use of actors; the indicators should be easily measurable and computable. For this reason, we design a framework of indicators measuring the effect of ICPs on multiple dimensions including quality of care, cost and productivity, and research and development.The framework was validated by a group of experts belonging to different functional areas. Afterward, we investigate the feasibility of the proposed set of indicators to the performance of the lung and the breast cancer care pathways in a specific hospital, i.e., the Cancer Institute “IRCCS Giovanni Paolo II” (Italy). The healthcare organization can use this tool to 1) monitor whether the pathways meet the requirements of continuity, responsiveness, and appropriateness of health services; and 2) optimize the allocation of resources.

The Triage process is a crucial process of Emergency Departments, and scholars have proposed several solutions to streamline the processing of patients and reduce the waiting time of more urgent ones. However, a not thoroughly investigated issue concerns the factors influencing the decision-making performed by the nurses in the assignment of Triage’s priority code. The Triage decision-making is a dynamic and complex process: the decision emerges after an interpretation process of patient clinical conditions influenced by the interaction of organizational rules and environment conditions with nurse’s experience and beliefs. We investigate the Triage process through the fuzzy Qualitative Comparative Analysis (QCA). QCA is a method used to test theory-based conditions considering multiple interrelated variables that lead to the same outcome. More specifically, we show how the QCA allows researchers to figure out how the interaction between individual, organizational, environmental factors affect the Triage decision-making. This analysis will enable us to suggest some possible interventions to improve the Triage process. This research has been performed through direct observation of the Triage carried out in an Emergency Department of a Hospital located in the South of Italy.

In the last year, due to the COVID-19 pandemic outbreak research in resilience has flourished. During the first pandemic wave, health systems had to cope with a high number of severely ill patients and a high degree of unpreparedness at the organizational level. In that period, having a clear understanding of the pandemic situation within the organizations and the systems was essential. Resilient healthcare organizations need to develop information systems concerning positive patients. In light of this evidence, the purpose of this study is to investigate how the use of information systems influence resilience in healthcare organisations during the COVID-19 pandemic. According to the aim, this research adopts a qualitative approach based on multiple case study to strengthen the findings by triangulation of evidence. Empirical data were gathered from multiple sources, i.e. observations, reports and interviews adopting a multiple case study methodology. In the healthcare organisations involved, the interviews were carried out to the head of the COVID units and the medical directions. Moving from the literature on resilience and knowledge management and information systems, firstly, the research identifies the elements required for building resilience. Secondly, the knowledge management processes fostered by the use of data. Then, using multiple case studies, it provides a number of propositions concerning the relationships between knowledge management activities, based on the use of information systems, the selected organisations developed and the resilience-building elements they nurtured. The study shows the importance of integrated COVID-related information systems between healthcare organisations to effectively face the crisis. By the analysis, the development and use of information systems boost resilience elements such as collaboration, flexibility, visibility, etc. The paper highlights the importance of data integration during the COVID-19 first wave and how the development and use of information systems can enhance resilience elements. Moreover, it contributes to shedding light on the relationship between the use of knowledge and resilience in healthcare organisations during pandemic events.

Although different studies investigated the SW phenomenon during last years and its evolution during the pandemic, reporting several benefits and advantages, there seems to be a lack of studies investigating whether and to what extent the SW can really impact on company’s performance. It is not clear to what extent smart working, especially in the emergence phase, has impacted the organizations, at macrostructure level and at the micro structure level, and whether the SW may be considered as a leverage to achieve new, incremental productivity, both at “people” and “process” level. This paper develops a conceptual framework, built on a series of testable propositions about the impact of SW on the organizations and the characteristics of SW as leverage to improve productivity. Then, a questionnaire to empirically test our theoretical framework is presented. Each construct of the model corresponds a set of questions.