How organizations leverage digital technology to develop customization and enhance customer relationship performance: An empirical investigation
How organizations leverage digital technology to develop customization and enhance customer relationship performance: An empirical investigation
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组织如何利用数字技术开发定制服务并提高客户关系绩效：实证调查
DOI：
10.1016/j.techfore.2022.122254
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发表时间：
2023-03
影响因子：
12
通讯作者：
Jiabao Lin
中科院分区：
文献类型：
--
作者：
Shunzhi Lin;Jiabao Lin
Digital technology (DT) is critical for realizing customization to create business value. However, research on how DT affects customization and customer relationship performance is limited and lacks clarity. Drawing upon organizational learning theory, we examine the impact of firms' DT use on customization and subsequent customer relationship performance. Using survey data from 214 Chinese firms, we find that both DT use for customer exploitation and DT use for customer exploration have positive effects on customization. The effect of DT use for customer exploration on customization is moderated by absorptive capacity. Customization has a positive impact on customer relationship performance. This study contributes to the current literature and managerial practice by promoting a systemic conceptualization of customization and empirically examining the mechanism of DT-driven customization and its benefits.
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影响因子：
12
作者：
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通讯作者：
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影响因子：
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DOI：
10.1016/j.ipm.2021.102852
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2022-03
期刊：
Inf. Process. Manag.
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I. Visnjic;Dimo Ringov;Sam Arts
DOI：
10.1016/j.techfore.2018.03.019
发表时间：
2018-11-01
影响因子：
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