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| Tekijä: | Nasution, H.N. Mavondo, F.T. |
| Otsikko: | Organisational capabilities: antecedents and implications for customer value |
| Lehti: | European Journal of Marketing
2008 : VOL. 42:3/4, p. 477-501 |
| Asiasana: | organizational culture market orientation human resource management customer relationship management (crm) service management hotel and catering industry Indonesia Asia |
| Kieli: | eng |
| Tiivistelmä: | This study examines the cultural and implementation organizational capabilities (henceforth as: org-cpbs.) contributing to provision of superiour customer (here as: cust./custs.) values through operationalizing cust. value from both the business and cust. perspectives. Developed are 2 samples, one for hotel managers (n=231) and the other for hotel guests (n=385). Data for the org-cpbs. were collected from managers, and data for cust. value were collected from both managers and custs. The relationship btw. cultural capabilities (as: cpbs.) and implementation on cust. value were tested. It is found that, among the cultural variables, integrated market orientation and intrapreneurship are significantly and positively related to cust. value. The implementation cpbs., human resources practices and innovation are significantly related to cust. value as seen by managers, but none of these was significant when regressed on cust. value as experienced by custs. |
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