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.

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Abstract

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.

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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

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