Navigating the platform economy: Crafting a customer analytics capability instrument

Hossain, Md Afnan, Akter, Shahriar, Yanamandram, Venkata and Strong, Carolyn 2024. Navigating the platform economy: Crafting a customer analytics capability instrument. Journal of Business Research 170 , 114260. 10.1016/j.jbusres.2023.114260

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Abstract

The prevalence of the platform economy is rapidly increasing, primarily driven by the incorporation of big data into the digital business environment. Big data contains substantial customer information, necessitating analytics to process such data. Despite the acceleration in customer data, researchers lack knowledge about the tools that constitute Customer Analytics Capability (CAC) within the online retail business context. Through a multi-phase research design, we develop and test an instrument for CAC within the spectrum of the platform economy. We validate a multidimensional and higher-order CAC framework comprising value creation, delivery, and management. We establish the nomological validity by identifying the instrument's significant impact on customer-related performance. This research contributes to a deeper understanding of the role of CAC in shaping customer-centric outcomes within the expanding platform economy.

Item Type:	Article
Date Type:	Publication
Status:	Published
Schools:	Business (Including Economics)
Publisher:	Elsevier
ISSN:	0148-2963
Date of First Compliant Deposit:	28 February 2024
Date of Acceptance:	9 September 2023
Last Modified:	08 Mar 2024 16:23
URI:	https://orca.cardiff.ac.uk/id/eprint/166619

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