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.

Abstract

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.

Impact and interest:

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.

Full-text downloads:

83 since deposited on 22 Jul 2015
56 in the past twelve months

Full-text downloads displays the total number of times this work’s files (e.g., a PDF) have been downloaded from QUT ePrints as well as the number of downloads in the previous 365 days. The count includes downloads for all files if a work has more than one.

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

Export: EndNote | Dublin Core | BibTeX

Repository Staff Only: item control page