Customer agility, smart shopping apps and their implications: Customer relationship management systems in the digital age

Atapattu, Maura R. (2015) Customer agility, smart shopping apps and their implications: Customer relationship management systems in the digital age. PhD thesis, Queensland University of Technology.


This thesis examines the complementarities and vulnerabilities of customer connectivity that contemporary firms achieved through ubiquitous digital technologies. Taking the example of deployment of smart shopping apps to connect with consumers in the context of Australian retail, the study examines how such customer connectivity positively influences firm performances through firm's customer agility whilst creating implications for firms' digital business strategy through altered customer cognitions. Employing Oliver's (1977) Expectation Confirmation Theory, this study empirically tests a conceptual model involving digital connectivity, digital expectations, experiences and satisfaction of the customers who uses smart shopping apps in Australian consumer retail.

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ID Code: 84866
Item Type: QUT Thesis (PhD)
Supervisor: Sedera, Darshana & Gable, Guy
Keywords: Use of Smart Apps, Firm-Customer Digital Connectedness, Expectation, Experience, Satisfaction, Agility, Polynomial Regression, Response surfaces, Expectation Confirmation Theory, IT alignment
Divisions: Current > Schools > School of Information Systems
Current > QUT Faculties and Divisions > Science & Engineering Faculty
Institution: Queensland University of Technology
Deposited On: 22 Jul 2015 02:35
Last Modified: 08 Sep 2015 05:24

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