用户敏捷性是企业快速响应用户动态需求的能力，对提升绩效并建立竞争力至关重要。但当绩效下降时，企业能否及时提高用户敏捷性进行应对？现有研究着重探讨企业资源和组织实践对用户敏捷性的影响，却忽略了决策者主观因素的作用。本项目运用企业行为理论探讨负向用户绩效反馈(负面用户评论和产品排名下降)对用户敏捷性的影响机制。本研究聚焦于数字产品企业，因为它们尤其重视用户且能获取大量用户信息（如在线评论、产品排名等）。项目包含四项递进研究：首先在申请者现有研究的基础上，完善基于机器学习技术的用户敏捷性测量方法；其次，探讨负向用户绩效反馈和敏捷性的总体关系，并提出负向评论绩效反馈和负向排名绩效反馈对敏捷性的影响机制应分别从问题搜索和威胁刚性两个视角解释；进一步的两项研究，通过调节变量探究不同机制作用的情境条件。本项目将丰富企业行为理论，并对数字产品企业的绩效管理、产品开发战略、和用户敏捷性的提升提供指导。

Customer agility is an organizational capability of responding to customers’ dynamic demands rapidly. Such capability is critical for firms to maintain good performance and develop competitive advantage. Can firms respond to poor performance by increasing the efforts on customer agility? Extant literature focuses on the influence of firm resources and organizational practices on customer agility, but largely ignore the role of decision makers’ subjectivity. This study builds on the behavioral theory of the firm and discusses how negative customer-related performance feedback (based on negative customer reviews or declining product ranks) influence customer agility. The study focuses on digital product development firms, which compete fiercely on customers and can access a large volume of customer information such as online customer reviews and products. This project includes four studies: the preliminary study builds on the author’s past research and develops a machine learning-based approach of measuring customer agility; study 1 discusses the overall relationship between negative customer-related performance feedback and customer agility, emphasizing that the impact of negative review-based feedback and negative rank-based performance need to be interpreted using the problemistic search view and the threat-rigidity view respectively; study 2 and 3 discuss the moderating effects and the contextual conditions. This study will make contributions to the behavioral theory of the firm, and provide insights to digital firm’s performance management, product development strategy and customer agility.