ICT Enabling Customer Agility: A Dynamic Capabilities Perspective

Amany Elbanna, Petri Hallikainen, Hilkka Merisalo-Rantanen

Tutkimustuotos: Artikkeli kirjassa/konferenssijulkaisussaKonferenssiesitysScientificvertaisarvioitu

Abstrakti

Achieving customer agility is key to organizational performance and market satisfaction. It is an emerging research area where only few studies have been conducted so far. This research-in-progress aims to go beyond the dominating conceptual view on customer agility to provide in-depth understanding on how IT contributes to achieving customer agility in practice. Customer agility is about sensing and responding to customers’ changing demands, patterns and opportunities and the alignment between sensing and responding. The literature review suggests a relationship between customer agility and organizational dynamic capability. The dynamic capability model of Pavlou and El Sawy (2011) is adopted as an initial sensitizing device to aid data collection and analysis. A longitudinal case study has been conducted in a large European bank (EuroBank). In this paper, we present an initial theoretical framework to examine how ICT could be leveraged in achieving customer agility and aligning customer sensing and responding capabilities.

AlkuperäiskieliEnglanti
TilaJulkaistu - 2018
OKM-julkaisutyyppiEi oikeutettu
TapahtumaInternational Conference on Information Systems - Seoul, Etelä-Korea
Kesto: 10 jouluk. 201713 jouluk. 2017
Konferenssinumero: 38

Conference

ConferenceInternational Conference on Information Systems
LyhennettäICIS
Maa/AlueEtelä-Korea
KaupunkiSeoul
Ajanjakso10/12/201713/12/2017

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