Firm-customer mobile digital connectedness : conceptualization, measurement and implications

Atapattu, Maura & Sedera, Darshana (2014) Firm-customer mobile digital connectedness : conceptualization, measurement and implications. In PACIS 2014 Proceedings, AIS Electronic Library (AISeL), Chengdu, China, Paper 127.

View at publisher


Firm-customer digital connectedness for effective sensing and responding is a strategic imperative for contemporary competitive firms. This research-in-progress paper conceptualizes and operationalizes the firm-customer mobile digital connectedness of a smart-mobile customer. The empirical investigation focuses on mobile app users and the impact of mobile apps on customer expectations. Based on pilot data collected from 127 customers, we tested hypotheses pertaining to firm-customer mobile digital connectedness and customer expectations. Our test analysis using linear and non-linear postulations reveals those customers raise their expectations as they increase their digital interactions with a firm.

Impact and interest:

0 citations in Scopus
Search Google Scholar™

Citation counts are sourced monthly from Scopus and Web of Science® citation databases.

These databases contain citations from different subsets of available publications and different time periods and thus the citation count from each is usually different. Some works are not in either database and no count is displayed. Scopus includes citations from articles published in 1996 onwards, and Web of Science® generally from 1980 onwards.

Citations counts from the Google Scholar™ indexing service can be viewed at the linked Google Scholar™ search.

ID Code: 74303
Item Type: Conference Paper
Refereed: Yes
Keywords: Digital connectedness, Customer expectations, Mobile apps, Polynomial regression, Response surface methodology
Divisions: Current > Schools > School of Information Systems
Current > QUT Faculties and Divisions > Science & Engineering Faculty
Deposited On: 22 Jul 2014 23:23
Last Modified: 24 Jul 2014 00:12

Export: EndNote | Dublin Core | BibTeX

Repository Staff Only: item control page