How talent capability can shape service analytics capability in the big data environment?. (18th August 2019)

• Record Type: Journal Article
• Authors: Akter, Shahriar; Fosso Wamba, Samuel; Barrett, Mary; Biswas, Kumar
• Is Part Of: Journal of strategic marketing. Volume 27:Number 6(2019)
• Page Start: 521
• Page End: 539
• Publication Date: 2019-08-18
• Subjects: Big data analytics -- firm performance -- information capability -- strategy alignment -- talent capability -- technology capability; Marketing -- Periodicals; Marketing -- Management -- Periodicals; 658.8005
• DOI: 10.1080/0965254X.2018.1442364
• Languages: English
• ISSNs: 0965-254X

Abstract

Abstract: We know very little about how big data-driven service analytics capabilities (SAC) are built in data-driven service organizations and the potential role of talent capability in facilitating overall SAC and the impact of both on firm performance (FPER). Drawing on the dynamic capabilities (DC) approach, this study investigates the link between SAC and FPER examining the mediating role of talent capability and the moderating influence of a firm's strategic alignment. On the basis of two Delphi studies and survey data from 267 service analysts in the US and France, the findings show that even though SAC are built on technology, talent and information capabilities, their overall impact on firm performance is mediated by the level of talent capability of service analytics managers. The findings also confirm the critical moderating impact of strategic alignment between dynamic talent capability and firm performance in the big data environment.