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Linking Resource-Based Strategies to Customer-Focused Performance for Professional Services: A Structural Equation Modelling Approach

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Author Info

  • Ming-Lu Wu

    (United International College, Beijing Normal University - Hong Kong Baptist University, China)

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    Abstract

    This paper links professional service firms’ resource-based strategies to their customer-focused performance for formulating service quality improvement priorities. The research applies the structural equation modelling approach to survey data from Hong Kong construction consultants to test some hypotheses. The study validates the various measures of firms’ resource-based strategies and customer-focused performance and bridges the gaps in firms’ organizational learning, core competences and customer-focused performance mediated by their strategic flexibility. The research results have practical implications for professional service firms to deploy resources appropriately to first enhance different competences and then improve customerfocused performance using their different competences.

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    File URL: http://www.issbs.si/press/ISSN/2232-5697/2_165-184.pdf
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    Bibliographic Info

    Article provided by International School for Social and Business Studies, Celje, Slovenia in its journal International Journal of Management, Knowledge and Learning.

    Volume (Year): 2 (2013)
    Issue (Month): 2 ()
    Pages: 165-184

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    Handle: RePEc:isv:jouijm:v:2:y:2013:i:2:p:165-184

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    Web page: http://www.issbs.si

    Related research

    Keywords: organizational learning; core competences; strategic flexibility; customer satisfaction; structural equation model; professional services;

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    1. Oliver, Richard L, 1993. " Cognitive, Affective, and Attribute BAses of the Satisfaction Response," Journal of Consumer Research, University of Chicago Press, vol. 20(3), pages 418-30, December.
    2. Hung, Richard Yu Yuan & Yang, Baiyin & Lien, Bella Ya-Hui & McLean, Gary N. & Kuo, Yu-Ming, 2010. "Dynamic capability: Impact of process alignment and organizational learning culture on performance," Journal of World Business, Elsevier, vol. 45(3), pages 285-294, July.
    3. Robert M. Grant & Charles Baden-Fuller, 2004. "A Knowledge Accessing Theory of Strategic Alliances," Journal of Management Studies, Wiley Blackwell, vol. 41(1), pages 61-84, 01.
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