Information Systems Capabilities and Customer Capital: A Multiple Mediation Model

Abstract

Many studies uphold information systems (IS) capabilities as a key factor in creating customer capital. This study explores this topic further by proposing a multiple mediation model. Hence, the study fills a conspicuous gap in the literature through its analysis of the mediating roles of green innovation product and environmental uncertainty. The study employs partial least square variance-based structural equation modeling to a sample of 425 participants from a variety of firms. From the findings of the study, we infer that green innovation performance — to a greater extent — and environmental uncertainty — to a lesser extent — play mediating roles between IS capabilities and customer capital.