“…Therefore, this study relies on its exploration, drivers and CSFs currently identified in the literature from different industries, e.g. in health-care, (Janz, Pitts, and Otondo, 2005;Yue et al, 2008;Vanany and Shaharoun, 2008;Ting, Kwok, Tsang, and Lee, 2009), manufacturing (Fish and Forrest, 2006;Attaran, 2007;Ngai et al, 2012) and retail (Reyes and Jaska, 2005;Shi and Yan, 2016), as shown in Table I. The critical factors can broadly be divided into three categories:…”