The Impact of Integration on Application Success and Customer Satisfaction in Mobile Device Platforms
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RESEARCH PAPER
The Impact of Integration on Application Success and Customer Satisfaction in Mobile Device Platforms Benedict Bender
Received: 16 March 2019 / Accepted: 11 December 2019 Ó The Author(s) 2020
Abstract Digital software platforms allow third parties to develop applications and thus extend their functionality. Platform owners provide platform boundary resources that allow for application development. For developers, platform integration, understood as the employment of platform resources, helps to realize application functionality effectively. Simultaneously, it requires integration effort and increases dependencies. Developers are interested to know whether integration contributes to success in hypercompetitive platform settings. While aspects of platform participation have been studied, research on a comprehensive notion of integration and related implications are missing. By proposing a platform integration model, this study supports a better understanding of integration. Concerning dynamics related to integration, effects were tested using information from over 82,000 Apple AppStore applications. Regression model analysis reveals that application success and customer satisfaction is positively influenced by platform integration. To achieve superior results, developers should address multiple aspects of integration, such as devices, data, the operating system, the marketplace as well as other applications, and provide updates. Finally, the study highlights the importance for all
Accepted after one revision by Matthias Jarke.
Electronic supplementary material The online version of this article (https://doi.org/10.1007/s12599-020-00629-0) contains supplementary material, which is available to authorized users. B. Bender (&) Chair of Business Informatics, esp. Processes and Systems, University of Potsdam, August-Bebel-Str. 89, 14482 Potsdam, Germany e-mail: [email protected]
platform participants and their possibilities to employ integration as a strategic instrument. Keywords Integration Digital platforms Boundary resources Application success Customer satisfaction Mobile device platforms
1 Introduction Digital platforms have recently become a common phenomenon in the context of connected digital devices. Devices such as Smartphones, Tablets, Smart TVs and Connected Cars are equipped with access to the producer’s digital platforms and are part of their ecosystems. Digital platforms allow external contributors to extend the functionality beyond the platform’s core functionality provided by the platform owner (Tiwana et al. 2010). Thereby, digital platforms are able to provide users with a more diverse range of functionality than a single entity can realize alone (Eisenmann et al. 2011). Typically, extended functionality is provided through capsuled code fragments, often referred to as applications or add-ons. These applications are distributed by means of the marketplace maintained by the platform owner. Platform customers utilize the marketplace to search and gather app
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