Assessing Customer Value of Net-Enabled Firms: Test of Panel Data
نویسندگان
چکیده
This research tests the creation and sustainability of customer value by net enabled enterprises employing customer centric IT systems. Internet based advanced information technologies have moved IT systems beyond the realm of production and operational processes into more customer interfacing functions and these systems have very different dynamics. While empirical research in IS has tested the link of IT capability to superior business value for the firm using accounting based measures, customer perceptions of the value offered by the firm has not been empirically tested yet. We use data from four online home delivery grocery stores to test the creation and sustainability of customer value by these firms. This study uses panel data collected from 304 users of online ordering system across the four home delivery grocers for two consecutive years to test the sustainability effects. Panel data is collected and analyzed to assess customer value created by IT systems after accounting for the other organizational and individual level factors as product quality, service quality (SERVQUAL), and perceived ease of use (PEoU).
منابع مشابه
An Empirical Investigation of Net-Enabled Business Value
acknowledges support by the National Science Foundation CAREER award under contract number IIS-9875746. The authors are grateful to the senior editor, associate editor and three anonymous reviewers for constructive critique and suggestions for improvements. Austin. His publications have appeared in several top tier journals such as American Economic Review, ABSTRACT Many traditional organizatio...
متن کاملCUSTOMER CLUSTERING BASED ON FACTORS OF CUSTOMER LIFETIME VALUE WITH DATA MINING TECHNIQUE
Organizations have used Customer Lifetime Value (CLV) as an appropriate pattern to classify their customers. Data mining techniques have enabled organizations to analyze their customers’ behaviors more quantitatively. This research has been carried out to cluster customers based on factors of CLV model including length, recency, frequency, and monetary (LRFM) through data mining. Based on LRFM,...
متن کاملAssessing Internet Enabled Business Value: An Exploratory Investigation
While the focus of electronic commerce has often been on “dot coms” or pure Internet based companies, a major transformation is under way in many traditional “bricks-and-mortar” organizations. The latter are investing heavily in Internet based technologies and applications in order to attain new heights of efficiency, productivity and business value. While anecdotes in the business press sugges...
متن کاملThe Value Relevance of Net Financial Expenses during the Period of Imposing Sanctions: The Case of Iran
Based on valuation model of residual earnings, we cannot use earnings and losses of balance sheet items recorded in fair value for valuation purposes, for the balance sheet provides a perfect estimate of such items’ value. The purpose of this study is to examine whether net financial expenses are related to the market price of stocks in Iran, because after initial recording of financial debts, ...
متن کاملConverting IT-Enabled Customer Power into Relational Value of IT-Enabled Co-Creation
Information technology, especially social media, has fundamentally changed the way of firm-customer interactions and has shifted more power to customers. Although an increasing number of firms are aware of increased customer power and the importance of co-creation, how to convert customer power into value of co-creation is unclear. In order to fill this gap in the literature, drawing on social ...
متن کامل