摘要:Industry 4.0 brings a new challenge for incumbent firms to anticipate new business model offered
by emerging entries. The digital transformation is required by incumbent to develop innovation on
product and service business model based on customer experience orientation. To support this
transformation, strong digital leader is important to assure the development of this transformation.
The study on the role of digital leadership on business model innovation and customer experience
has not been explored, significantly, Hence, this research aims at assessing the role of digital leadership,
whether it directly or indirectly influences the customer experience orientation in developing
business model innovation. This study was conducted through survey to 88 senior leader respondents
from Indonesia telecommunication firms, in which Smart-PLS application was used to
analyze the data. The result show that digital leadership had direct and indirect impacts on customer
experience orientation in developing business model innovation. The practical implications of these
findings are recommended for the senior leader of management of telecommunications industries
in Indonesia to strengthen digital leadership capability in conjunction with the development of business
model innovation and customer experience orientation. Further research can be explored by
expanding the sample, industry, statistical application and longitudinal study.
关键词:Industry 4;0
Digital transformation
Digital leadership
Customer experience orientation
Business model innovation