Título
The impact of digital transformation and value capture on business models
Autor
RAUL FRANCISCO MONTALVO CORZO
Nivel de Acceso
Acceso Abierto
Materias
Resumen o descripción
In awareness of the importance that Digital Transformation (DT) has gained in Mexican companies in recent years, as well as the concern of Business Models (BM) in capturing value, the purpose of this thesis is to answer the question:
What is the impact of Digital Transformation and value capture on business models?
Five research projects have been developed in Mexico to answer this question. The first research work consisted of a systematic literature review in order to identify relevant opportunities for this research, which is explained in the first chapter of the thesis. Derived from this first research work, the following four research papers were developed.
The second chapter addresses the adoption of the digital transformation of corner stores promoted by large companies. Through the application of in-depth interviews in corner stores resulted in an urgent call for large companies to unify strategies to promote the DT of the front desk with customers.
The third chapter includes an analysis of the sustainability reports of large companies, in which DT actions to achieve sustainability are identified. Concluding that investment in digital transformation actions promote the sustainability of businesses and the permanence of business models.
A successful business model considers satisfactory customer experience as a pillar in its development. Which motivated the fourth paper, focused on investigating how artificial intelligence is perceived in customer service. It was through surveys that we investigated whether the implementation of chatbots improves the customer experience, findings show that it will depend on the purpose of the chatbot, the age of the customer and the level of education.
With the purpose of sharing experiences of Mexican companies in the implementation of DT projects, a fifth research paper is included explaining why digital transformation projects fail in companies. This work was carried out by conducting interviews with Project Managers (PM) and experts in DT projects implementation.
This work is original since it is developed in Mexico, has different research methodologies and has managerial implications that are mentioned in each research paper. There are undoubtedly great opportunities in the research of DT, since it is a topic with many edges, and this thesis only covers some of them.
Doctor of Business Administration
Editor
Instituto Tecnológico y de Estudios Superiores de Monterrey
Fecha de publicación
31 de octubre de 2023
Tipo de publicación
Artículo
Recurso de información
Formato
application/pdf
Idioma
Inglés
Audiencia
Administradores
Repositorio Orígen
Repositorio Institucional del Tecnológico de Monterrey
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