Business Commons^™

Why Is Empowerment Important In Big Data Analytics?, Saradhi Motammarri, Shahriar Akter, Venkata Yanamandrama, Samuel Fosso Wamba

Faculty of Business - Papers (Archive)

Big data analytics with its intricate insights is enabling service providers to better gauge customer needs. It is equally delivering information about the competitive landscape of services to customers. The frontline employees (FLEs) responsible for managing the diversified needs of these 'informed customers' face multiple challenges. The FLEs need not only information about their products/ services but also about markets and customers. A systematic review of the extant literature of big data and FLEs has helped to understand that FLEs need empowerment to adapt their services in high contact big data driven services. Empowerment as a concept is well known …