Open Access. Powered by Scholars. Published by Universities.®
Articles 1 - 2 of 2
Full-Text Articles in Business
Reshaping Competitive Advantages With Analytics Capabilities In Service Systems, Shahriar Akter, Angappa Gunasekaran, Samuel Fosso Wamba, Mujahid M. Babu, Umme Hani
Reshaping Competitive Advantages With Analytics Capabilities In Service Systems, Shahriar Akter, Angappa Gunasekaran, Samuel Fosso Wamba, Mujahid M. Babu, Umme Hani
Sydney Business School - Papers
Big data analytics capability can reshape competitive advantages for a service system. However, little is known about how to develop and operationalize a service system analytics capability (SSAC) model. Drawing on the resource based view (RBV), dynamic capability theory (DCT) and the emerging literature on big data analytics, this study develops and validates an SSAC model and frames its impact on competitive advantages using 251 survey data from service systems analytics managers in the U.S. Partial Least Squares (PLS)-Structural Equation Modeling (SEM) was used as a data analysis technique to develop and validate the hierarchical SSAC model. The main findings …
Building Dynamic Service Analytics Capabilities For The Digital Marketplace, Shahriar Akter, Saradhi Motamarri, Umme Hani, Riad Shams, Mario Fernando, Mujahid M. Babu, Kathy Shen
Building Dynamic Service Analytics Capabilities For The Digital Marketplace, Shahriar Akter, Saradhi Motamarri, Umme Hani, Riad Shams, Mario Fernando, Mujahid M. Babu, Kathy Shen
Sydney Business School - Papers
Service firms are now interacting with customers through a multitude of channels or touchpoints. This progression into the digital realm is leading to an explosion of data, and warranting advanced analytic methods to manage service systems. Known as big data analytics, these methods harness insights to deliver, serve, and enhance the customer experience in the digital marketplace. Although global economies are becoming service-oriented, little attention is paid to the role of analytics in service systems. As such, drawing on a systematic literature review and thematic analysis of 30 in-depth interviews, this study aims to understand the nature of service analytics …