Purpose – Spanish banks which took rescue packages are trying to find innovative ways to improve customer value. The main purpose of this paper is to investigate the extent to which banks combine external knowledge with internal knowledge to build customer value. Design/methodology/approach – A firm’s knowledge corridor is an organizational capacity, referring to the ability to absorb external knowledge and utilize it in generating innovative outputs. This paper examines the relative importance and significance of knowledge transfer and knowledge storage/retrieval processes as bridges between ‘‘potential absorptive capacity’’ and ‘‘realized absorptive capacity’’ and its effects on the application of knowledge through an empirical investigation of 76 banks. Findings – The results are calculated using structural equation modelling. This leads to the main conclusion that a ‘‘realized absorptive capacity’’ is unlikely without being fostered by the transference and storage of new knowledge and it therefore requires empowerment by its facilitating factors. Practical implications – The key managerial implication of this paper is that the survival and success of banks requires that administrators and the organizations they manage meet the challenge of combining external knowledge with internal knowledge. Originality/value – This paper provides empirical support for the argument that the impacts of external knowledge move up from the individuals to groups and then the entire organization. This interaction represents a single-loop learning processMinisterio de Educación ECO2011-28 641-C02-0
Purpose: The aim of this paper is to contribute to the strategic management literature by identifying possible combinations of three organizational capabilities (market orientation, knowledge management and customer relationship management). We also analyze the potential interaction between them that would lead to the creation of superior customer value.Design/methodology/approach: Our research question is: 'If the customer demands superior value, how should a firm combine its existing capabilities in order to offer this superior value?' Findings:It is clear that we should turn to dynamic capabilities to explain the connection between the interaction of these three capabilities and superior customer value. Firms are aware of the customers' demand for superior value and need to know how to combine their existing capabilities to offer this superior value. Practical implications:We propose a possible way of increasing the value created for the customer, which is a key factor for the increasing number of firms seeking new ways to achieve and maintain competitive advantage. Originality/value:We posit that the interaction between the three proposed capabilities constitutes a dynamic capability.
The aim of this article is to contribute to the literature by identifying and analyzing possible combina- tions between critical knowledge management processes (absorptive capacity, knowledge transfer and knowledge application), which will result in the creation of superior customer value. The main research question this work addresses is: given that customers are demanding each day a greater value, how can organizations create more value to customers from their knowledge management processes and the combination of them? We propose that the combination of the three knowledge management processes builds a dynamic or higher-order capability that results in the creation of superior value for customersUniversidad de Sevilla V Plan Propio de Investigació
The relationships between corporate entrepreneurship, innovation and performance have been previously addressed by the literature. However, they have yielded mixed and often inconclusive results. The purpose of this paper is hence to empirically test a model that links entrepreneurial culture, innovation outcomes and business performance. In this model, the family nature of firms is subsequently included as a moderator variable. The empirical investigation is based on a sample of 145 family firms from the automotive components manufacturing sector in Spain. This study uses Partial Least Squares (PLS) path-modeling to test our research model and hypotheses. Our results reveal the increasing importance of fostering an entrepreneurial culture within family firms in order to yield innovation processes and performance.
Purpose – The aim of this paper is to contribute to the service management literature by identifying the possible relationship between customer value seen from the customer perspective and from the firm perspective, and its potential influence on the value created for the service customer. The authors have not found any papers which focus on the relationship between these different perspectives of customer value, and the aim is to fill this gap in the literature. Design/methodology/approach – The paper proposes that a relationship between the different perspectives exists and attempts to create an integrated vision of customer value. Findings – The proposed model shows that it is the relationship between customer value from the customer ' s point of view and customer value from the firm ' s point of view that really creates value. Practical implications – The paper can influence the current service management of firms with regard to customer value creation in several ways. Originality/value – From the existing literature, it is deduced that customer value can be seen as perceived value (the customer perspective) or as value creation and appropriation (the firm perspective). The paper proposes that these three types of value are equivalent in an important level and should always be interrelated.
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