Journal article
Customers’ View of Agility: The Expectation-confirmation Theory Perspective
Asia Pacific Journal of Information Systems, Vol.26(1), pp.80-108
31/03/2016
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Abstract
Contemporary organizations strive for customer agility through the deployment of digital technologies on customer-focused operations to build enduring customer relationships, with mobile apps being one of its prominent examples. Drawing on prior agility and ECT literature, this study proposes a model to examine customers’ view of a firm’s customer agility. Our empirical test of conceptual model from data collected in a field study from 128 customers demonstrated that the conceptual model offers good explanation for customers’ view of a firm’s customer agility through relationships among customer expectations–customer perceived firm’s responsiveness-satisfaction. Data were analyzed using PLS, polynomial modeling, and response surface methodology to examine the relationships between customers’ digital interactions with the firm, influence of digitized interactions on customer expectations, customers’ evaluation of firm’s responsiveness, and subsequent customer satisfaction.
Details
- Title
- Customers’ View of Agility: The Expectation-confirmation Theory Perspective
- Creators
- Maura Atapattu - Queensland University of TechnologyDarshana Sedera - Queensland University of TechnologyT Ravichandran - Rensselaer Polytechnic InstituteVarun Grover - Clemson University
- Publication Details
- Asia Pacific Journal of Information Systems, Vol.26(1), pp.80-108
- Publisher
- Korea Society of Management Information Systems (KMIS)
- Identifiers
- 991012992898402368
- Copyright
- Asia Pacific Journal of Information Systems (APJIS) is an open-access double-blinded peer review journal. APJIS publishes quarterly about 5-8 articles through a very selective review process. All published articles are available for access without any cost or fee from its official web site (http://apjis.or.kr), which contributes the knowledge growth of both academic and practitioner communities in the information systems (IS) field.
- Academic Unit
- Faculty of Business, Law and Arts; Management
- Language
- English
- Resource Type
- Journal article