Exploring affordances of business intelligence & analytics with regard to customer-oriented work practices

Item Type Conference or Workshop Item (Paper)
Abstract

The proliferation of digital technologies enhances the possibilities for collecting customer data. This has tremendously increased the interest in the use of business intelligence and analytics (BI&A) to generate knowledge about customers’ behaviour, preferences and demands. Firms have recognised the potential of BI&A; however, they are still unsure about the exact action possibilities of BI&A to enhance their customer orientation. Thus, in this paper, we aim to identify the functional affordances of BI&A with regard to the establishment of customer-oriented work practices. We conducted an interpretive single case study of a bank in Switzerland. Our results reveal seven affordances from the firm’s perspective. These findings enable us to explain how BI&A may be used in the case-study organisation and what its potential outcomes are. Moreover, we highlight the contributions of BI&A to a firm’s customer response and customer orientation capabilities.

Authors Wieneke, Alexander; Lehrer, Christiane & Jung, Reinhard
Projects Jung, Prof. Dr. Reinhard; Lehrer, Prof. Dr. Christiane; Mirsch, Tobias & Wieneke, Alexander (2017) Competence Center Digital Service Innovation [applied research project] Official URL
Language English
Subjects information management
Institute/School ?? STUDENT ??
IWI - Institute of Information Management
HSG Classification contribution to scientific community
HSG Profile Area SoM - Business Innovation
Refereed Yes
Date 27 June 2016
Publisher College of Management, National Chung Cheng University
Place of Publication Chiayi
Number of Pages 16
Title of Book Proceeding of the 20th Pacific Asia Conference on Information Systems (PACIS 2016)
Event Title 20th Pacific Asia Conference on Information Systems (PACIS) 2016
Event Location Chiayi, Taiwan
Event Dates 27.06.-01.07.2016
ISBN 978-9860-4910-29
Official URL http://aisel.aisnet.org/pacis2016/
Depositing User Alexander Wieneke
Date Deposited 08 Aug 2016 06:34
Last Modified 04 May 2017 08:53
URI: https://www.alexandria.unisg.ch/publications/248933

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Wieneke, Alexander; Lehrer, Christiane & Jung, Reinhard: Exploring affordances of business intelligence & analytics with regard to customer-oriented work practices. 2016. - 20th Pacific Asia Conference on Information Systems (PACIS) 2016. - Chiayi, Taiwan.

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https://www.alexandria.unisg.ch/id/eprint/248933
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