Revisiting customer analytics capability for data-driven retailing
Author
Abstract
Suggested Citation
DOI: 10.1016/j.jretconser.2020.102187
Download full text from publisher
As the access to this document is restricted, you may want to search for a different version of it.
References listed on IDEAS
- Adrian Payne & Pennie Frow & Andreas Eggert, 2017. "The customer value proposition: evolution, development, and application in marketing," Journal of the Academy of Marketing Science, Springer, vol. 45(4), pages 467-489, July.
- Bruce Kogut & Udo Zander, 1992. "Knowledge of the Firm, Combinative Capabilities, and the Replication of Technology," Organization Science, INFORMS, vol. 3(3), pages 383-397, August.
- Joel Steckel & Russell Winer & Randolph Bucklin & Benedict Dellaert & Xavier Drèze & Gerald Häubl & Sandy Jap & John Little & Tom Meyvis & Alan Montgomery & Arvind Rangaswamy, 2005. "Choice in Interactive Environments," Marketing Letters, Springer, vol. 16(3), pages 309-320, December.
- Kar Yan Tam & Shuk Ying Ho, 2005. "Web Personalization as a Persuasion Strategy: An Elaboration Likelihood Model Perspective," Information Systems Research, INFORMS, vol. 16(3), pages 271-291, September.
- Shahriar Akter & Samuel Fosso Wamba, 2016. "Big data analytics in E-commerce: a systematic review and agenda for future research," Electronic Markets, Springer;IIM University of St. Gallen, vol. 26(2), pages 173-194, May.
- Jie Zhang & Lakshman Krishnamurthi, 2004. "Customizing Promotions in Online Stores," Marketing Science, INFORMS, vol. 23(4), pages 561-578, June.
- Hossain, Tasnim M Taufique & Akter, Shahriar & Kattiyapornpong, Uraiporn & Dwivedi, Yogesh K., 2019. "Multichannel integration quality: A systematic review and agenda for future research," Journal of Retailing and Consumer Services, Elsevier, vol. 49(C), pages 154-163.
- Huang, Tseng-Lung, 2019. "Psychological mechanisms of brand love and information technology identity in virtual retail environments," Journal of Retailing and Consumer Services, Elsevier, vol. 47(C), pages 251-264.
- Herhausen, Dennis & Kleinlercher, Kristina & Verhoef, Peter C. & Emrich, Oliver & Rudolph, Thomas, 2019. "Loyalty Formation for Different Customer Journey Segments," Journal of Retailing, Elsevier, vol. 95(3), pages 9-29.
- Hinsch, Chris & Felix, Reto & Rauschnabel, Philipp A., 2020. "Nostalgia beats the wow-effect: Inspiration, awe and meaningful associations in augmented reality marketing," Journal of Retailing and Consumer Services, Elsevier, vol. 53(C).
- Erevelles, Sunil & Fukawa, Nobuyuki & Swayne, Linda, 2016. "Big Data consumer analytics and the transformation of marketing," Journal of Business Research, Elsevier, vol. 69(2), pages 897-904.
- Qi Yong-zhi, 2014. "Empirical Study on Multi-Channel Service Quality and Customer Loyalty of Retailers," Journal of Electronic Commerce in Organizations (JECO), IGI Global, vol. 12(4), pages 1-12, October.
- Hwang, Angel Hsing-Chi & Oh, Jeeyun, 2020. "Interacting with background music engages E-Customers more: The impact of interactive music on consumer perception and behavioral intention," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
- B. P. S. Murthi & Sumit Sarkar, 2003. "The Role of the Management Sciences in Research on Personalization," Management Science, INFORMS, vol. 49(10), pages 1344-1362, October.
- Neil A. Morgan & Douglas W. Vorhies & Charlotte H. Mason, 2009. "Market orientation, marketing capabilities, and firm performance," Strategic Management Journal, Wiley Blackwell, vol. 30(8), pages 909-920, August.
- Robert W. Palmatier & Mark B. Houston & John Hulland, 2018. "Review articles: purpose, process, and structure," Journal of the Academy of Marketing Science, Springer, vol. 46(1), pages 1-5, January.
- Chang Han Lee & Eunju Ko & Henrikki Tikkanen & Michel Phan & Gaetano Aiello & Raffaele Donvito & Sascha Raithel, 2014. "Marketing mix and customer equity of SPA brands : Cross-cultural perspectives," Post-Print hal-02313180, HAL.
- John A. Aloysius & Hartmut Hoehle & Soheil Goodarzi & Viswanath Venkatesh, 2018. "Big data initiatives in retail environments: Linking service process perceptions to shopping outcomes," Annals of Operations Research, Springer, vol. 270(1), pages 25-51, November.
- Souiden, Nizar & Chaouali, Walid & Baccouche, Mona, 2019. "Consumers’ attitude and adoption of location-based coupons: The case of the retail fast food sector," Journal of Retailing and Consumer Services, Elsevier, vol. 47(C), pages 116-132.
- Birger Wernerfelt, 1984. "A resource‐based view of the firm," Strategic Management Journal, Wiley Blackwell, vol. 5(2), pages 171-180, April.
- Romana Khan & Michael Lewis & Vishal Singh, 2009. "Dynamic Customer Management and the Value of One-to-One Marketing," Marketing Science, INFORMS, vol. 28(6), pages 1063-1079, 11-12.
- Inman, J. Jeffrey & Nikolova, Hristina, 2017. "Shopper-Facing Retail Technology: A Retailer Adoption Decision Framework Incorporating Shopper Attitudes and Privacy Concerns," Journal of Retailing, Elsevier, vol. 93(1), pages 7-28.
- Stanley F. Slater & John C. Narver, 1999. "Market‐oriented is more than being customer‐led," Strategic Management Journal, Wiley Blackwell, vol. 20(12), pages 1165-1168, December.
- Wamba, Samuel Fosso & Gunasekaran, Angappa & Akter, Shahriar & Ren, Steven Ji-fan & Dubey, Rameshwar & Childe, Stephen J., 2017. "Big data analytics and firm performance: Effects of dynamic capabilities," Journal of Business Research, Elsevier, vol. 70(C), pages 356-365.
- Adapa, Sujana & Fazal-e-Hasan, Syed Muhammad & Makam, Sathyaprakash Balaji & Azeem, Muhammad Masood & Mortimer, Gary, 2020. "Examining the antecedents and consequences of perceived shopping value through smart retail technology," Journal of Retailing and Consumer Services, Elsevier, vol. 52(C).
- Akter, Shahriar & Wamba, Samuel Fosso & D’Ambra, John, 2019. "Enabling a transformative service system by modeling quality dynamics," International Journal of Production Economics, Elsevier, vol. 207(C), pages 210-226.
- Ferracuti, N. & Norscini, C. & Frontoni, E. & Gabellini, P. & Paolanti, M. & Placidi, V., 2019. "A business application of RTLS technology in Intelligent Retail Environment: Defining the shopper's preferred path and its segmentation," Journal of Retailing and Consumer Services, Elsevier, vol. 47(C), pages 184-194.
- Germann, Frank & Lilien, Gary L. & Fiedler, Lars & Kraus, Matthias, 2014. "Do Retailers Benefit from Deploying Customer Analytics?," Journal of Retailing, Elsevier, vol. 90(4), pages 587-593.
- Verhoef, Peter C. & Kannan, P.K. & Inman, J. Jeffrey, 2015. "From Multi-Channel Retailing to Omni-Channel Retailing," Journal of Retailing, Elsevier, vol. 91(2), pages 174-181.
- Amalia R. Miller & Catherine E. Tucker, 2011. "Encryption and the loss of patient data," Journal of Policy Analysis and Management, John Wiley & Sons, Ltd., vol. 30(3), pages 534-556, June.
- Daunt, Kate L. & Harris, Lloyd C., 2017. "Consumer showrooming: Value co-destruction," Journal of Retailing and Consumer Services, Elsevier, vol. 38(C), pages 166-176.
- Kurata, Hisashi, 2019. "Is the information of customer types and preferences to personal selling worth the investment in innovative technology? A modeling approach," Journal of Retailing and Consumer Services, Elsevier, vol. 49(C), pages 371-379.
- Verhoef, Peter C. & Venkatesan, Rajkumar & McAlister, Leigh & Malthouse, Edward C. & Krafft, Manfred & Ganesan, Shankar, 2010. "CRM in Data-Rich Multichannel Retailing Environments: A Review and Future Research Directions," Journal of Interactive Marketing, Elsevier, vol. 24(2), pages 121-137.
- Vidgen, Richard & Shaw, Sarah & Grant, David B., 2017. "Management challenges in creating value from business analytics," European Journal of Operational Research, Elsevier, vol. 261(2), pages 626-639.
- Erik Brynjolfsson & Lorin M. Hitt, 2000. "Beyond Computation: Information Technology, Organizational Transformation and Business Performance," Journal of Economic Perspectives, American Economic Association, vol. 14(4), pages 23-48, Fall.
- Tuck Siong Chung & Michel Wedel & Roland T. Rust, 2016. "Adaptive personalization using social networks," Journal of the Academy of Marketing Science, Springer, vol. 44(1), pages 66-87, January.
- Akter, Shahriar & Wamba, Samuel Fosso & Gunasekaran, Angappa & Dubey, Rameshwar & Childe, Stephen J., 2016. "How to improve firm performance using big data analytics capability and business strategy alignment?," International Journal of Production Economics, Elsevier, vol. 182(C), pages 113-131.
- David J. Ketchen & G. Tomas M. Hult & Stanley F. Slater, 2007. "Toward greater understanding of market orientation and the resource‐based view," Strategic Management Journal, Wiley Blackwell, vol. 28(9), pages 961-964, September.
- Beck, Norbert & Rygl, David, 2015. "Categorization of multiple channel retailing in Multi-, Cross-, and Omni†Channel Retailing for retailers and retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 27(C), pages 170-178.
- Douglas W. Vorhies & Robert E. Morgan & Chad W. Autry, 2009. "Product‐market strategy and the marketing capabilities of the firm: impact on market effectiveness and cash flow performance," Strategic Management Journal, Wiley Blackwell, vol. 30(12), pages 1310-1334, December.
- Hallikainen, Heli & Alamäki, Ari & Laukkanen, Tommi, 2019. "Individual preferences of digital touchpoints: A latent class analysis," Journal of Retailing and Consumer Services, Elsevier, vol. 50(C), pages 386-393.
- Christian F. Durach & Joakim Kembro & Andreas Wieland, 2017. "A New Paradigm for Systematic Literature Reviews in Supply Chain Management," Journal of Supply Chain Management, Institute for Supply Management, vol. 53(4), pages 67-85, October.
- Ladhari, Riadh & Rioux, Magalie Christelle & Souiden, Nizar & Chiadmi, Nour-Eddine, 2019. "Consumers’ motives for visiting a food retailer's Facebook page," Journal of Retailing and Consumer Services, Elsevier, vol. 50(C), pages 379-385.
- Brodie, Roderick J. & Ilic, Ana & Juric, Biljana & Hollebeek, Linda, 2013. "Consumer engagement in a virtual brand community: An exploratory analysis," Journal of Business Research, Elsevier, vol. 66(1), pages 105-114.
Citations
Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
Cited by:
- Hossain, Md Afnan & Akter, Shahriar & Yanamandram, Venkata, 2021. "Why doesn't our value creation payoff: Unpacking customer analytics-driven value creation capability to sustain competitive advantage," Journal of Business Research, Elsevier, vol. 131(C), pages 287-296.
- Nazir, Sajjad & Khadim, Sahar & Ali Asadullah, Muhammad & Syed, Nausheen, 2023. "Exploring the influence of artificial intelligence technology on consumer repurchase intention: The mediation and moderation approach," Technology in Society, Elsevier, vol. 72(C).
- Hossain, Md Afnan & Akter, Shahriar & Yanamandram, Venkata & Strong, Carolyn, 2024. "Navigating the platform economy: Crafting a customer analytics capability instrument," Journal of Business Research, Elsevier, vol. 170(C).
- Chatterjee, Sheshadri & Chaudhuri, Ranjan & Vrontis, Demetris, 2022. "Examining the role of cross-cultural factors in the international market on customer engagement and purchase intention," Journal of International Management, Elsevier, vol. 28(3).
- Lee, Tingko & Sam Liu, Chih-Hsing & Li, Pei-Hsun, 2021. "The influences of cooperative climate, competitive climate and customer empowerment on service creativity," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
- Donato Morea & Marcelo Gattermann Perin & Camila Kolling & Janine Fleith de Medeiros & Jose Luis Duarte Ribeiro, 2023. "Environmental Product Innovation and Perceived Brand Value: The Mediating Role of Ethical-Related Aspects," Sustainability, MDPI, vol. 15(14), pages 1-17, July.
- Aversa, Joseph & Hernandez, Tony & Doherty, Sean, 2021. "Incorporating big data within retail organizations: A case study approach," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
- Akter, Shahriar & Hossain, Md Afnan & Sajib, Shahriar & Sultana, Saida & Rahman, Mahfuzur & Vrontis, Demetris & McCarthy, Grace, 2023. "A framework for AI-powered service innovation capability: Review and agenda for future research," Technovation, Elsevier, vol. 125(C).
- Akter, Shahriar & Babu, Mujahid Mohiuddin & Hossain, Md Afnan & Hani, Umme, 2022. "Value co-creation on a shared healthcare platform: Impact on service innovation, perceived value and patient welfare," Journal of Business Research, Elsevier, vol. 140(C), pages 95-106.
- Farrukh Rafiq & Nikhil Dogra & Mohd Adil & Jei-Zheng Wu, 2022. "Examining Consumer’s Intention to Adopt AI-Chatbots in Tourism Using Partial Least Squares Structural Equation Modeling Method," Mathematics, MDPI, vol. 10(13), pages 1-15, June.
- Morimura, Fumikazu & Sakagawa, Yuji, 2023. "The intermediating role of big data analytics capability between responsive and proactive market orientations and firm performance in the retail industry," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).
- Jaeger, Lena-Christin & Höhler, Julia, 2021.
"Using word of mouth data from social media to identify asymmetric competition in food retailing,"
Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
- Jaeger, Lena-Christin & Höhler Julia, 2020. "Using Word of Mouth Data from Social Media to Identify Asymmetric Competition in Food Retailing," 60th Annual Conference, Halle/ Saale, Germany, September 23-25, 2020 305609, German Association of Agricultural Economists (GEWISOLA).
- Santos, Susana & Gonçalves, Helena Martins, 2021. "The consumer decision journey: A literature review of the foundational models and theories and a future perspective," Technological Forecasting and Social Change, Elsevier, vol. 173(C).
- Sultana, Saida & Akter, Shahriar & Kyriazis, Elias, 2022. "How data-driven innovation capability is shaping the future of market agility and competitive performance?," Technological Forecasting and Social Change, Elsevier, vol. 174(C).
- Lewlisa Saha & Hrudaya Kumar Tripathy & Soumya Ranjan Nayak & Akash Kumar Bhoi & Paolo Barsocchi, 2021. "Amalgamation of Customer Relationship Management and Data Analytics in Different Business Sectors—A Systematic Literature Review," Sustainability, MDPI, vol. 13(9), pages 1-35, May.
- Motamarri, Saradhi & Akter, Shahriar & Hossain, Md Afnan & Dwivedi, Yogesh K, 2022. "How does remote analytics empowerment capability payoff in the emerging industrial revolution?," Journal of Business Research, Elsevier, vol. 144(C), pages 1163-1174.
Most related items
These are the items that most often cite the same works as this one and are cited by the same works as this one.- Hossain, Md Afnan & Akter, Shahriar & Yanamandram, Venkata, 2021. "Why doesn't our value creation payoff: Unpacking customer analytics-driven value creation capability to sustain competitive advantage," Journal of Business Research, Elsevier, vol. 131(C), pages 287-296.
- Patrick Mikalef & Ilias O. Pappas & John Krogstie & Michail Giannakos, 2018. "Big data analytics capabilities: a systematic literature review and research agenda," Information Systems and e-Business Management, Springer, vol. 16(3), pages 547-578, August.
- Chang, Ya Ping & Li, Jingwen, 2022. "Seamless experience in the context of omnichannel shopping: scale development and empirical validation," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
- Tueanrat, Yanika & Papagiannidis, Savvas & Alamanos, Eleftherios, 2021. "A conceptual framework of the antecedents of customer journey satisfaction in omnichannel retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
- Kristoffersen, Eivind & Mikalef, Patrick & Blomsma, Fenna & Li, Jingyue, 2021. "The effects of business analytics capability on circular economy implementation, resource orchestration capability, and firm performance," International Journal of Production Economics, Elsevier, vol. 239(C).
- Zhang, Yucheng & Hou, Zhongwei & Yang, Feifei & Yang, Miles M. & Wang, Zhiling, 2021. "Discovering the evolution of resource-based theory: Science mapping based on bibliometric analysis," Journal of Business Research, Elsevier, vol. 137(C), pages 500-516.
- de Camargo Fiorini, Paula & Roman Pais Seles, Bruno Michel & Chiappetta Jabbour, Charbel Jose & Barberio Mariano, Enzo & de Sousa Jabbour, Ana Beatriz Lopes, 2018. "Management theory and big data literature: From a review to a research agenda," International Journal of Information Management, Elsevier, vol. 43(C), pages 112-129.
- Gasparin, Isadora & Panina, Ekaterina & Becker, Larissa & Yrjölä, Mika & Jaakkola, Elina & Pizzutti, Cristiane, 2022. "Challenging the "integration imperative": A customer perspective on omnichannel journeys," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
- Aydiner, Arafat Salih & Tatoglu, Ekrem & Bayraktar, Erkan & Zaim, Selim & Delen, Dursun, 2019. "Business analytics and firm performance: The mediating role of business process performance," Journal of Business Research, Elsevier, vol. 96(C), pages 228-237.
- Yini Chen & Ting Chi, 2021. "How Does Channel Integration Affect Consumers’ Selection of Omni-Channel Shopping Methods? An Empirical Study of U.S. Consumers," Sustainability, MDPI, vol. 13(16), pages 1-29, August.
- Morimura, Fumikazu & Sakagawa, Yuji, 2023. "The intermediating role of big data analytics capability between responsive and proactive market orientations and firm performance in the retail industry," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).
- Benjamin Barann & Jan H. Betzing & Marco Niemann & Benedikt Hoffmeister & Jörg Becker, 2022. "Exploring customers’ likeliness to use e-service touchpoints in brick and mortar retail," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(2), pages 523-545, June.
- Mencarelli, Rémi & Rivière, Arnaud & Lombart, Cindy, 2021. "Do myriad e-channels always create value for customers? A dynamic analysis of the perceived value of a digital information product during the usage phase," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
- Scholdra, Thomas P. & Wichmann, Julian R.K. & Reinartz, Werner J., 2023. "Reimagining personalization in the physical store," Journal of Retailing, Elsevier, vol. 99(4), pages 563-579.
- Liedong, Tahiru Azaaviele & Rajwani, Tazeeb & Lawton, Thomas C., 2020. "Information and nonmarket strategy: Conceptualizing the interrelationship between big data and corporate political activity," Technological Forecasting and Social Change, Elsevier, vol. 157(C).
- Manuela Nocker & Vania Sena, 2019. "Big Data and Human Resources Management: The Rise of Talent Analytics," Social Sciences, MDPI, vol. 8(10), pages 1-19, September.
- Gligor, David & Gligor, Nichole & Maloni, Michael, 2019. "The impact of the supplier's market orientation on the customer market orientation-performance relationship," International Journal of Production Economics, Elsevier, vol. 216(C), pages 81-93.
- Dawn Iacobucci & Maria Petrescu & Anjala Krishen & Michael Bendixen, 2019. "The state of marketing analytics in research and practice," Journal of Marketing Analytics, Palgrave Macmillan, vol. 7(3), pages 152-181, September.
- Kristoffersen, Eivind & Mikalef, Patrick & Blomsma, Fenna & Li, Jingyue, 2021. "Towards a business analytics capability for the circular economy," Technological Forecasting and Social Change, Elsevier, vol. 171(C).
- Russell Tatenda Munodawafa & Satirenjit Kaur Johl, 2019. "Big Data Analytics Capabilities and Eco-Innovation: A Study of Energy Companies," Sustainability, MDPI, vol. 11(15), pages 1-21, August.
More about this item
Keywords
Customer analytics capability; Data-driven retailing; Outside-in marketing; Systematic literature review; Thematic analysis;All these keywords.
Statistics
Access and download statisticsCorrections
All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:joreco:v:56:y:2020:i:c:s0969698919314523. See general information about how to correct material in RePEc.
If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.
If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .
If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: https://www.journals.elsevier.com/journal-of-retailing-and-consumer-services .
Please note that corrections may take a couple of weeks to filter through the various RePEc services.