APJIS Asia Pacific Journal of Information Systems

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The Journal for Information Professionals

Asia Pacific Journal of Information Systems (APJIS), a Scopus Indexed Journal,
is published by the Korea Society of Management Information Systems (KMIS),
which is the largest professional institute in the field of information systems in Korea.

ISSN 2288-5404 (Print) / ISSN 2288-6818 (Online)

Editor : Hee-Woong Kim

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Past Issue

Date March 2016
Vol. No. Vol. 26 No. 1
DOI
Page 80~108
Title Customers’ view of agility: The expectation-confirmation theory perspective
Author Maura Atapattu, Darshana Sedera, T. Ravichandran, Varun Grover
Keyword Agility, Mobile Apps, Expectation Confirmation Theory, Customer Satisfaction, Competitive Advantage
Abstract Contemporary organizations strive for customer agility through the deployment of digital technologies on cus-tomer-focused operations to build enduring customer relationships, with mobile apps being one of its prominent examples. Drawing on prior agility and ECT literature, this study proposes a model to examine customers’ view of a firm’s customer agility. Our empirical test of conceptual model from data collected in a field study from 128 customers demonstrated that the conceptual model offers good explanation for customers’ view of a firm’s customer agility through relationships among customer expectations–customer perceived firm’s re-sponsiveness-satisfaction. Data were analyzed using PLS, polynomial modeling, and response surface method-ology to examine the relationships between customers’ digital interactions with the firm, influence of digitized interactions on customer expectations, customers’ evaluation of firm’s responsiveness, and subsequent customer satisfaction.


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