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The impact of customer knowledge capability and relational capability on new service development performance: The case of health service

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  • Weng, Rhay-Hung
  • Huang, Ching-Yuan

Abstract

This study intends to explore the impact of the customer knowledge integration capability, customer knowledge absorptive capability, customer knowledge creation capability, and customer relationship capability on new service development (NSD) performance for Taiwan's hospitals from customer knowledge and customer relationship perspectives. We employ the self-administered mail survey to collect research data and select self-pay medical service managers or top managers as key informants. After testing the fitness of sample representativeness, non-response error, common method variance, reliability, and validity, we adopt structure equation model to test the research model. Empirical results indicate the customer knowledge absorptive capability of a hospital is positively associated with NSD performance, and the customer knowledge integration capability of a hospital fully mediates the relationship between customer knowledge absorptive capability and NSD performance. However, customer relationship capability and customer knowledge absorptive capability both have positive influence on customer knowledge creation capability. Managerial and theoretical implications are discussed.

Suggested Citation

  • Weng, Rhay-Hung & Huang, Ching-Yuan, 2012. "The impact of customer knowledge capability and relational capability on new service development performance: The case of health service," Journal of Management & Organization, Cambridge University Press, vol. 18(5), pages 608-624, September.
    • Handle: RePEc:cup:jomorg:v:18:y:2012:i:05:p:608-624_00
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    Cited by:

    1. Emil Lucian Crișan, 2022. "Reflections on New Service Development in Healthcare Industry," REVISTA DE MANAGEMENT COMPARAT INTERNATIONAL/REVIEW OF INTERNATIONAL COMPARATIVE MANAGEMENT, Faculty of Management, Academy of Economic Studies, Bucharest, Romania, vol. 23(1), pages 37-45, March.
    2. Nuryakin & Vincent Didiek Wiet Aryanto & Mulyo Budi Setiawan, 2018. "Mediating effect of value creation in the relationship between relational capabilities on business performance," Contaduría y Administración, Accounting and Management, vol. 63(1), pages 33-34, Enero - M.

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