Data Analytics Capabilities for Digital Service Development: A Case Study

Data analytics capabilities (DAC) have become important for business organizations in delivering successful digital services to their customers. The success of digital services depends on how efficiently business organizations can deploy DAC in association with other organizational capabilities. Prior information systems (IS) literature has also argued the importance of IS capabilities for digital service development. However, few studies have examined how DAC and IS capabilities will work together for digital service development. To address the research gap, we conducted a case study in a forest machine manufacturing organization. The research findings revealed that IS capabilities such as IS skills, IS infrastructure, and IS-enabled intangibles facilitated DAC’s technical, managerial, and organizational dimension for digital service development. This study contributes to the DAC literature by investigating the role of DAC and IS capabilities in developing digital services in business organizations.