This paper provided a novel definition of customer knowledge management (CKM) as the logical intersection of customer relationship management (CRM) and knowledge management (KM). The main aim was to investigate the digital technologies supporting small and medium enterprises (SMEs) operating in creative industries in their customer knowledge management strategies. To achieve this aim, a survey involving 73 handicraft and/or retail SMEs operating in luxury jewelry industry was conducted. The survey results pointed out that in a few years the scenario has changed and that surveyed SMEs make more intensive use of traditional technologies supporting customer knowledge management processes rather than more innovative digital technologies, which are also cheap and easy to use. This finding showed the difficulties of SMEs operating in creative industries to be responsive to the rapid technological changes that are affecting CKM, as well as the lack of support from information technology vendors in the decision-making process for choosing adequate digital systems.

In this paper, a structured review was conducted to investigate the internationalisation process of small and medium enterprises (SMEs) to define barriers and enablers and identify research gaps in this relevant field. Data were collected from two databases of scientific peer-reviewed articles (i.e., Scopus and Web of Science). After the selection process, 161 papers focusing on SMEs’ internalisation were analysed using both descriptive and content analysis. The analysis of the results highlights that SMEs’ internalisation is a growing research field, but different research gaps remain to be filled. These gaps concern barriers, impact on performance, models, and theories related to the different phases of the internationalisation process (e.g., start-up, early entrance, international growth). The future research directions identified interesting suggestions and guidelines for future researchers in the field of SMEs internationalisation.

In a safety management system (SMS), risk management plays a key role for the prevention of accidents. This study aims to propose a safety management model by using a system dynamics approach applied to the Bhopal incident. The model proposed in this paper discusses the relationships among the main causes that have contributed to the occurrence of the incident studied, such as broken safety devices, inadequate personnel experience, operator decisions, manager production strategy, policy decision, as deduced from the relevant literature about the Bhopal incident dynamics. The simulation and the results clarify how to manage the key factors to make the plant safe. Moreover, we want to underline how these key modern aspects of safety could be enhanced by using the enabling technologies of industry 4.0.