IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v14y2022i8p4772-d795136.html
   My bibliography  Save this article

Impact of Dynamic Capabilities on Customer Satisfaction through Digital Transformation in the Automotive Sector

Author

Listed:
  • Pablo Martínez de Miguel

    (Department of Business Organization (Administration, Management and Organization), Applied Economics II and Fundamentals of Economic Analysis, Universidad Rey Juan Carlos, Paseo de los Artilleros s/n, 28032 Madrid, Spain)

  • Carmen De-Pablos-Heredero

    (Department of Business Organization (Administration, Management and Organization), Applied Economics II and Fundamentals of Economic Analysis, Universidad Rey Juan Carlos, Paseo de los Artilleros s/n, 28032 Madrid, Spain)

  • Jose Luis Montes

    (Department of Applied Economy I, Universidad Rey Juan Carlos, Paseo de los Artilleros s/n, 28032 Madrid, Spain)

  • Antón García

    (Animal Science Department, University of Córdoba, Rabanales University Campus, 14071 Córdoba, Spain)

Abstract

Technology has impacted businesses in different areas, and, consequently, many companies have found it necessary to make changes in their structures and business models to improve customer satisfaction. The objective was to quantify the effect of dynamic capabilities on customer satisfaction, through digital transformation within the automotive sector. A random sample of 42 questionnaires on 127 surveyed industries was collected during the period 2019–2020 in a pre-COVID-19 context. A structural equation model (SEM) in two stages was applied. In the first stage, two reflective models were built. In a second stage, a structural equation model was evaluated. The results obtained in this study showed that the capabilities of sensing, seizing and innovation were suitably grouped in a construct called “Dynamic Capabilities”. A positive influence of Dynamic Capabilities on customer satisfaction was found. Therefore, the companies in this industry should focus on developing dynamic capabilities to improve customer satisfaction. Once the opportunities have been identified, managers take advantage of their potential (seizing) to transform and exploit knowledge in the creation, innovation, process improvement, and definition of strategies to combine new knowledge with that already existing. The digital transformation has contributed to identify the real needs for customers, to contact them and solve their problems, as well as offering products and services by anticipating their needs.

Suggested Citation

  • Pablo Martínez de Miguel & Carmen De-Pablos-Heredero & Jose Luis Montes & Antón García, 2022. "Impact of Dynamic Capabilities on Customer Satisfaction through Digital Transformation in the Automotive Sector," Sustainability, MDPI, vol. 14(8), pages 1-19, April.
  • Handle: RePEc:gam:jsusta:v:14:y:2022:i:8:p:4772-:d:795136
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/14/8/4772/pdf
    Download Restriction: no

    File URL: https://www.mdpi.com/2071-1050/14/8/4772/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Kindström, Daniel & Kowalkowski, Christian & Sandberg, Erik, 2013. "Enabling service innovation: A dynamic capabilities approach," Journal of Business Research, Elsevier, vol. 66(8), pages 1063-1073.
    2. Nordberg, Markus & Campbell, Alexandra & Verbeke, Alain, 2003. "Using customer relationships to acquire technological innovation: A value-chain analysis of supplier contracts with scientific research institutions," Journal of Business Research, Elsevier, vol. 56(9), pages 711-719, September.
    3. Thorsten Koch & Josef Windsperger, 2017. "Seeing through the network: Competitive advantage in the digital economy," Journal of Organization Design, Springer;Organizational Design Community, vol. 6(1), pages 1-30, December.
    4. Abdullah Al Mamun & Nik Maheran Nik Muhammad & Mohammad Bin Ismail, 2017. "Absorptive Capacity, Innovativeness and the Performance of Micro-enterprises in Malaysia," Vision, , vol. 21(3), pages 243-249, September.
    5. Christian Matt & Thomas Hess & Alexander Benlian, 2015. "Digital Transformation Strategies," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 57(5), pages 339-343, October.
    6. Camuffo, Arnaldo & Volpato, Giuseppe, 1996. "Dynamic Capabilities and Manufacturing Automation: Organizational Learning in the Italian Automobile Industry," Industrial and Corporate Change, Oxford University Press and the Associazione ICC, vol. 5(3), pages 813-838.
    7. David J. Teece, 2007. "Explicating dynamic capabilities: the nature and microfoundations of (sustainable) enterprise performance," Strategic Management Journal, Wiley Blackwell, vol. 28(13), pages 1319-1350, December.
    8. Albert Rof & Andrea Bikfalvi & Pilar Marquès, 2020. "Digital Transformation for Business Model Innovation in Higher Education: Overcoming the Tensions," Sustainability, MDPI, vol. 12(12), pages 1-15, June.
    9. Kibaek Lee & Jaeheung Yoo, 2019. "How does open innovation lead competitive advantage? A dynamic capability view perspective," PLOS ONE, Public Library of Science, vol. 14(11), pages 1-18, November.
    10. David J. Teece & Gary Pisano & Amy Shuen, 1997. "Dynamic capabilities and strategic management," Strategic Management Journal, Wiley Blackwell, vol. 18(7), pages 509-533, August.
    11. Gil-Lafuente, Anna Mª & Luis-Bassa, Carolina, 2011. "La Innovación Centrada En El Cliente Utilizando El Modelo De Inferencias En Una Estrategia Crm / Customer Centered Strategic Innovation Using The Inference Model In A Crm Strategy," Investigaciones Europeas de Dirección y Economía de la Empresa (IEDEE), Academia Europea de Dirección y Economía de la Empresa (AEDEM), vol. 17(2), pages 15-32.
    12. Matt, C. & Hess, Thomas & Benlian, Alexander, 2015. "Digital Transformation Strategies," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 75202, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
    13. Eric von Hippel, 1986. "Lead Users: A Source of Novel Product Concepts," Management Science, INFORMS, vol. 32(7), pages 791-805, July.
    14. Reinartz, Werner & Wiegand, Nico & Imschloss, Monika, 2019. "The impact of digital transformation on the retailing value chain," International Journal of Research in Marketing, Elsevier, vol. 36(3), pages 350-366.
    15. Llopis-Albert, Carlos & Rubio, Francisco & Valero, Francisco, 2021. "Impact of digital transformation on the automotive industry," Technological Forecasting and Social Change, Elsevier, vol. 162(C).
    16. Qaiyum, Sameer & Wang, Catherine L., 2018. "Understanding internal conditions driving ordinary and dynamic capabilities in Indian high-tech firms," Journal of Business Research, Elsevier, vol. 90(C), pages 206-214.
    17. Jaana Woiceshyn & Urs Daellenbach, 2005. "Integrative capability and technology adoption: evidence from oil firms," Industrial and Corporate Change, Oxford University Press and the Associazione ICC, vol. 14(2), pages 307-342, April.
    18. Makkonen, Hannu & Pohjola, Mikko & Olkkonen, Rami & Koponen, Aki, 2014. "Dynamic capabilities and firm performance in a financial crisis," Journal of Business Research, Elsevier, vol. 67(1), pages 2707-2719.
    19. Zhou, Steven S & Zhou, Abby J & Feng, Junzheng & Jiang, Shisong, 2019. "Dynamic capabilities and organizational performance: The mediating role of innovation," Journal of Management & Organization, Cambridge University Press, vol. 25(5), pages 731-747, September.
    20. Kuo, Szu-Yu & Lin, Pei-Chun & Lu, Chin-Shan, 2017. "The effects of dynamic capabilities, service capabilities, competitive advantage, and organizational performance in container shipping," Transportation Research Part A: Policy and Practice, Elsevier, vol. 95(C), pages 356-371.
    21. Constance E. Helfat & Margaret A. Peteraf, 2015. "Managerial cognitive capabilities and the microfoundations of dynamic capabilities," Strategic Management Journal, Wiley Blackwell, vol. 36(6), pages 831-850, June.
    22. Yuanzhu Zhan & Kim Hua Tan & Yina Li & Ying Kei Tse, 2018. "Unlocking the power of big data in new product development," Annals of Operations Research, Springer, vol. 270(1), pages 577-595, November.
    23. Lee Cronbach, 1951. "Coefficient alpha and the internal structure of tests," Psychometrika, Springer;The Psychometric Society, vol. 16(3), pages 297-334, September.
    24. Matt, C. & Hess, Thomas & Benlian, Alexander, 2015. "Digital Transformation Strategies," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 75002, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
    25. Florian Knobbe & Heike Proff, 2020. "Dynamic capabilities in the automotive industry under digitalisation - a quantitative study in the automotive supplier industry," International Journal of Automotive Technology and Management, Inderscience Enterprises Ltd, vol. 20(4), pages 436-456.
    26. Raphael Amit & Christoph Zott, 2001. "Value creation in E‐business," Strategic Management Journal, Wiley Blackwell, vol. 22(6‐7), pages 493-520, June.
    27. Youngjin Yoo & Ola Henfridsson & Kalle Lyytinen, 2010. "Research Commentary ---The New Organizing Logic of Digital Innovation: An Agenda for Information Systems Research," Information Systems Research, INFORMS, vol. 21(4), pages 724-735, December.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Nilba Feijó-Cuenca & Nuria Ceular-Villamandos & Virginia Navajas-Romero, 2023. "Behavioral Patterns That Influence the Financing Choice Models of Small Enterprises in Ecuador through Latent Class Analysis," Sustainability, MDPI, vol. 15(8), pages 1-17, April.
    2. Peter Bubenik & Juraj Capek & Miroslav Rakyta & Vladimira Binasova & Katarina Staffenova, 2022. "Impact of Strategy Change on Business Process Management," Sustainability, MDPI, vol. 14(17), pages 1-23, September.
    3. Maha Shehadeh & Ahmad Almohtaseb & Jehad Aldehayyat & Ibrahim A. Abu-AlSondos, 2023. "Digital Transformation and Competitive Advantage in the Service Sector: A Moderated-Mediation Model," Sustainability, MDPI, vol. 15(3), pages 1-21, January.

    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.
    1. Tortora, Debora & Chierici, Roberto & Farina Briamonte, Massimiliano & Tiscini, Riccardo, 2021. "‘I digitize so I exist’. Searching for critical capabilities affecting firms’ digital innovation," Journal of Business Research, Elsevier, vol. 129(C), pages 193-204.
    2. Chirumalla, Koteshwar, 2021. "Building digitally-enabled process innovation in the process industries: A dynamic capabilities approach," Technovation, Elsevier, vol. 105(C).
    3. Swen Nadkarni & Reinhard Prügl, 2021. "Digital transformation: a review, synthesis and opportunities for future research," Management Review Quarterly, Springer, vol. 71(2), pages 233-341, April.
    4. Verhoef, Peter C. & Broekhuizen, Thijs & Bart, Yakov & Bhattacharya, Abhi & Qi Dong, John & Fabian, Nicolai & Haenlein, Michael, 2021. "Digital transformation: A multidisciplinary reflection and research agenda," Journal of Business Research, Elsevier, vol. 122(C), pages 889-901.
    5. Jichang Zhang & Jing Long & Alexandra Martina Eugenie von Schaewen, 2021. "How Does Digital Transformation Improve Organizational Resilience?—Findings from PLS-SEM and fsQCA," Sustainability, MDPI, vol. 13(20), pages 1-22, October.
    6. Oliveira, Mariana & Zancul, Eduardo & Salerno, Mario Sergio, 2024. "Capability building for digital transformation through design thinking," Technological Forecasting and Social Change, Elsevier, vol. 198(C).
    7. Siachou, Evangelia & Vrontis, Demetris & Trichina, Eleni, 2021. "Can traditional organizations be digitally transformed by themselves? The moderating role of absorptive capacity and strategic interdependence," Journal of Business Research, Elsevier, vol. 124(C), pages 408-421.
    8. Ritala, Paavo & Baiyere, Abayomi & Hughes, Mathew & Kraus, Sascha, 2021. "Digital strategy implementation: The role of individual entrepreneurial orientation and relational capital," Technological Forecasting and Social Change, Elsevier, vol. 171(C).
    9. Coskun-Setirek, Abide & Tanrikulu, Zuhal, 2021. "Digital innovations-driven business model regeneration: A process model," Technology in Society, Elsevier, vol. 64(C).
    10. Schriber, Svante & Löwstedt, Jan, 2018. "Managing asset orchestration: A processual approach to adapting to dynamic environments," Journal of Business Research, Elsevier, vol. 90(C), pages 307-317.
    11. Singh, Shiwangi & Sharma, Meenakshi & Dhir, Sanjay, 2021. "Modeling the effects of digital transformation in Indian manufacturing industry," Technology in Society, Elsevier, vol. 67(C).
    12. Laudien, Sven M. & Reuter, Ute & Sendra Garcia, Francisco Javier & Botella-Carrubi, Dolores, 2024. "Digital advancement and its effect on business model design: Qualitative-empirical insights," Technological Forecasting and Social Change, Elsevier, vol. 200(C).
    13. Teubner, Alexander & Stockhinger, Jan, 2020. "IT/IS strategy research and digitalization: An extensive literature review," ERCIS Working Papers 34, University of Münster, European Research Center for Information Systems (ERCIS).
    14. Li, Min & Liu, Na & Kou, Aiju & Chen, Wenchuan, 2023. "Customer concentration and digital transformation," International Review of Financial Analysis, Elsevier, vol. 89(C).
    15. Scuotto, Veronica & Crammond, Robert James & Murray, Alan & Del Giudice, Manlio, 2023. "Achieving Global Convergence? Integrating disruptive technologies within evolving SME business models: A micro-level lens," Journal of International Management, Elsevier, vol. 29(6).
    16. André Hanelt & René Bohnsack & David Marz & Cláudia Antunes Marante, 2021. "A Systematic Review of the Literature on Digital Transformation: Insights and Implications for Strategy and Organizational Change," Journal of Management Studies, Wiley Blackwell, vol. 58(5), pages 1159-1197, July.
    17. Glyptis, Loukas & Hadjielias, Elias & Christofi, Michael & Kvasova, Olga & Vrontis, Demetris, 2021. "Dynamic familiness capabilities and family business growth: A longitudinal perspective framed within management accounting," Journal of Business Research, Elsevier, vol. 127(C), pages 346-363.
    18. Ponzoa, José M. & Gómez, Andrés & Mas, José M., 2023. "EU27 and USA institutions in the digital ecosystem: Proposal for a digital presence measurement index," Journal of Business Research, Elsevier, vol. 154(C).
    19. Zhang, Mingyue & Peng, Donghui, 2023. "The impact of digital transformation on corporate cross-border mergers and acquisitions," Finance Research Letters, Elsevier, vol. 58(PB).
    20. Peter M. Bican & Alexander Brem, 2020. "Digital Business Model, Digital Transformation, Digital Entrepreneurship: Is There A Sustainable “Digital”?," Sustainability, MDPI, vol. 12(13), pages 1-15, June.

    Corrections

    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:gam:jsusta:v:14:y:2022:i:8:p:4772-:d:795136. 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: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.