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Dynamic service analytics capabilities and service firm performance: Exploring the mediating roles of adaptive and customer-linking capabilities

Author

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  • Yanting Huang
  • Kai Zhang
  • Xuejiao Chen

Abstract

Although service firms use dynamic service analytics capabilities (DSAC) to respond to dynamic customer demands, how these capabilities translate into performance remains unclear. Based on a sample of 338, this study explores the effects of DSAC on firm performance and the chain mediating roles of adaptive and customer-linking capability. The results reveal that DSAC enhance performance; adaptive capability partially mediate between DSAC and firm performance; adaptive capability partially mediate between DSAC and customer-linking capability; and customer-linking capability partially mediate between adaptive capability and firm performance. Adaptive and customer-linking capabilities form a continuous mediating path through which DSAC enhance service firm performance. The findings not only enrich the existing research on the relationship between DSAC and firm performance, but also provide an actionable path for service firms to enhance the effectiveness of DSAC, helping practitioners to be more flexible in responding to market changes.

Suggested Citation

  • Yanting Huang & Kai Zhang & Xuejiao Chen, 2026. "Dynamic service analytics capabilities and service firm performance: Exploring the mediating roles of adaptive and customer-linking capabilities," PLOS ONE, Public Library of Science, vol. 21(2), pages 1-16, February.
    • Handle: RePEc:plo:pone00:0338542
    DOI: 10.1371/journal.pone.0338542
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    References listed on IDEAS

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    1. Julia Eichholz & Nicole Hoffmann & Anja Schwering, 2024. "The role of risk management orientation and the planning function of budgeting in enhancing organizational resilience and its effect on competitive advantages during times of crises," Journal of Management Control: Zeitschrift für Planung und Unternehmenssteuerung, Springer, vol. 35(1), pages 17-58, March.
    2. Akter, Shahriar & Motamarri, Saradhi & Hani, Umme & Shams, Riad & Fernando, Mario & Mohiuddin Babu, Mujahid & Ning Shen, Kathy, 2020. "Building dynamic service analytics capabilities for the digital marketplace," Journal of Business Research, Elsevier, vol. 118(C), pages 177-188.
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