Mobile Technology and the Employee-Customer-Profit Chain

摘要

The traditional roles of the CIO and CTO have shifted given the rapid changes associated with mobile technology and the IoT. The top leader of the retail firm should have digital competencies in the context of understanding the employee-customer-profit (ECP) chain for effective decision-making. The connected enterprise will continue to change and evolve, requiring leaders to connect people, processes, and technologies for achieving strategic objectives and sustaining a culture where employees enjoy working, customers enjoy the purchase experience, and investors are attracted to the firm because of sustained profitability. The model presented in this study was shown to have strong predictive capability and explanatory power regarding the likelihood of digital technology investments. The survey instrument showed strong internal consistencies of Cron-bach alpha in the .70 to .90 range. This study provides future opportunities to replicate, confirm, and build upon the research using the survey instrument in other industry sectors. The survey instrument may prove effective in assessing C-level understanding of the ECP chain in the context of digital competencies and mobile technology. The benefits of being able to assess C-level executive understanding of the ECP chain include selecting the right leader for the job or fostering the necessary competencies to develop future leaders for succession planning. Other benefits of effectively selecting of job candidates for C-level positions is securing leadership that can convey a vision, build trust, and align people, processes, and technologies to create a positive digital impact for competitive advantage. In turn, retail leaders use digital technology to earn customer loyalty and improve organizational capability to capitalize on emerging business opportunities.