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Correlations between external knowledge and the knowledge chain as impacting service quality

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  • Tseng, Shu-Mei

Abstract

Service Quality continues to be a major concern amongst consumers. As a result, in order to provide the continuous improvement of service quality that will lead to consumer satisfaction, this study explores the impact of external knowledge and knowledge chain on service quality. The results of this study found that absorptive capacity of the external knowledge is indeed an important source of competitive advantage. Hence, enterprises should apply the knowledge chain in order to gather external knowledge from customers, suppliers and competitors, as well as transforming the knowledge to enhance their service quality.

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  • Tseng, Shu-Mei, 2012. "Correlations between external knowledge and the knowledge chain as impacting service quality," Journal of Retailing and Consumer Services, Elsevier, vol. 19(4), pages 429-437.
    • Handle: RePEc:eee:joreco:v:19:y:2012:i:4:p:429-437
    DOI: 10.1016/j.jretconser.2012.04.004
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    1. Ljiljana Kašćelan & Mirjana Pejić Bach & Biljana Rondović & Tamara Đuričković, 2020. "The interaction between social media, knowledge management and service quality: A decision tree analysis," PLOS ONE, Public Library of Science, vol. 15(8), pages 1-30, August.
    2. Kamvysi, Konstantina & Andronikidis, Andreas & Georgiou, Andreas C. & Gotzamani, Katerina, 2023. "A quality function deployment framework for service strategy planning," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).

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