Agile Customer Service Practices in the E-Commerce Development Process

• Autorzy: Maria Kocot , Magdalena Maciaszczyk
• Języki publikacji: EN

Abstrakty

EN

Purpose: The goal is to understand how organizations adapt to the requirements of digitalization and what actions they take to remain competitive in a dynamically changing environment. Design/methodology/approach: The study is based on an analysis of data collected through a survey conducted in April and May 2023 among 303 respondents. Findings: An organization's agile practices in the e-commerce development process are closely related and mutually supportive. Strong correlations between different practices indicate that success in e-commerce depends on a comprehensive and integrated approach to the use of digital technologies, which enables organizations to respond effectively to changing market conditions and customer needs. Research limitations/implications: Limitations of the study include the potential lack of representativeness of the research sample, the reliance on self-assessment data, and the lack of long-term data. Further research may focus on expanding the research sample, conducting long-term studies, and exploring success factors in the implementation of agility. Practical implications: The article offers recommendations for companies on how to develop organizational culture, invest in training, adopt new technologies, and increase operational agility through agile practices to improve competitiveness and resilience in the digital age. Social implications: The importance of fostering a culture of continuous learning and innovation in organisations is highlighted, which can contribute to economic growth and job creation in the digital economy. Originality/value: The article stands out for its comprehensive analysis of agile practices in the context of digitalization, combining a literature review with empirical research. Practical recommendations provide valuable guidance for companies seeking to effectively transform the challenges of digital transformation. (original abstract)

Słowa kluczowe

EN

e-commerce; Customer; Management efficiency; Organisational culture

PL

Handel elektroniczny; Klient; Sprawność zarządzania; Kultura organizacyjna

• Czasopismo: Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska
• Rocznik: 2024
• Numer: z. 196 Współczesne zarządzanie = Contemporary Management
• Strony: 209--223

Twórcy

autor

Maria Kocot

• University of Economics in Katowice, Poland

autor

Magdalena Maciaszczyk

• Lublin University of Technology, Poland

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Identyfikatory

DOI

10.29119/1641-3466.2024.196.14