Unpacking when and how business analytics affect firm performance and customer satisfaction: A longitudinal examination

IF 11 1区管理学 Q1 BUSINESS

Journal of Retailing and Consumer Services Pub Date : 2025-01-13 DOI:10.1016/j.jretconser.2024.104219

Mutasim Alfadhel

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引用次数: 0

Abstract

Business analytics facilitate the development of new digital services and are frequently linked to enhanced performance. Nonetheless, companies engaging in business analytics frequently do not get those benefits. Marketing researchers require novel theoretical frameworks and empirical instruments to address the enquiries regarding the timing and efficacy of business analytics in the digitised landscape. Based on the dynamic capabilities theory, we developed a model that explains the link between business analytics capabilities, firm performance, and customer satisfaction under different environmental settings. We collected longitudinal data from 2019 to 2023 to test the proposed model. Our study revealed that business analytics capability has a significant impact on business performance and customer satisfaction. The impact of business analytics was more pronounced for market-focused performance metrics (i.e., “Tobin's Q″) than for accounting-focused measures (i.e., “ROA”). Moreover, the impact of business analytics on firm performance is greater in more dynamic, and complex environments. Our exploration offers meaningful implications for theory and practice.

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拆解商业分析何时以及如何影响公司绩效和客户满意度：一项纵向研究

业务分析促进了新数字服务的开发，并经常与增强的性能联系在一起。尽管如此，从事业务分析的公司往往得不到这些好处。营销研究人员需要新颖的理论框架和实证工具来解决有关数字化环境中商业分析的时机和功效的查询。基于动态能力理论，我们开发了一个模型来解释不同环境下业务分析能力、企业绩效和客户满意度之间的联系。我们收集了2019年至2023年的纵向数据来测试所提出的模型。我们的研究表明，业务分析能力对业务绩效和客户满意度有显著影响。业务分析对以市场为中心的绩效指标（例如，“托宾Q″”）的影响比对以会计为中心的指标（例如，“ROA”）的影响更为明显。此外，在更动态、更复杂的环境中，业务分析对企业绩效的影响更大。我们的探索对理论和实践都具有重要意义。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Journal of Retailing and Consumer Services BUSINESS-

CiteScore

20.40

自引率

14.40%

发文量

340

审稿时长

20 days

期刊介绍： The Journal of Retailing and Consumer Services is a prominent publication that serves as a platform for international and interdisciplinary research and discussions in the constantly evolving fields of retailing and services studies. With a specific emphasis on consumer behavior and policy and managerial decisions, the journal aims to foster contributions from academics encompassing diverse disciplines. The primary areas covered by the journal are: Retailing and the sale of goods The provision of consumer services, including transportation, tourism, and leisure.