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The world has witnessed a meteoric rise of remote working using digital platforms and technologies due to the COVID-19 pandemic. Since data is at the heart of the digital work environment, analytics empowerment capability can enable employees to link with key customers. However, understanding the foundations of such capability in a remote working setting remains a formidable challenge. Drawing on dynamic capability and empowerment theories, this study fills this gap by exploring the drivers of remote analytics empowerment capability (RAEC) and their holistic effects on customer linking and firm performance. The findings confirm digital technology & tools, information access, decision making, knowledge & skills, and training & development as the drivers of RAEC, which has a significant effect on outcome constructs. The findings also confirm the mediating role of customer linking between RAEC and firm performance.

Analytics empowerment capabilityUstomer linkingService adaptation