Abstract
Global markets have increased market competition worldwide. One consequence of this competitive business environment is that firms must satisfy customers who have come to expect more choices. Contemporary customers demand competitive prices and better quality in goods and services. One of the most important trends is the strategic alliance, a consolidation of manufacturer, customers, and key suppliers to achieve strategic goals such as customer-related performance, a reflection of customer satisfaction, and financial performance improvement. However, strategic alliances are not always successful since alliances with suppliers and customers require close communication and information sharing that offers benefits to alliance members. As a result of market evolution changing from standardised to mass customised products, this study investigates whether managerial use of information and communication technology (ICT) plays a mediating role in enhancing strategic alliances’ customer-related performance, and consequently, financial performance. Data were collected from 104 Indonesian manufacturing companies. Results suggest managerial use of ICT enhances engagement in strategic alliances and improves customer-related performance, and customer-related performance relates positively with financial performance.
Presenters
Lanita WinataSenior Lecturer, Accounting Finance and Economics, Griffith University, Australia
Details
Presentation Type
Paper Presentation in a Themed Session
Theme
2022 Special Focus—Rethinking Organizational Resilience: Shared Meanings in Turbulent Times
KEYWORDS
Strategic Alliance, Customer-related Performance, ICT, Financial Performance, Standardised product, Customised product
