The role of intellectual capital and service agility in banking service provision: the perspective of Brazilian export companies

Purpose - Banks in emerging markets such as Brazil provide a wide range of services to companies to facilitate the export process. The objective of the present study was to analyze, from the perspective of Brazilian export companies, the relationships between banking intellectual capital (human and organizational), banking agility, banking technologies and company size in banking service provision. Design/methodology/approach - A sample of 318 Brazilian export companies was surveyed with questionnaires. The research model was tested using structural equation modeling, namely the partial least squares (PLS-SEM) technique and SmartPLS. Findings - Banking intellectual capital affects banking service provision, banking agility mediates the relationship between intellectual capitals and banking service provision and technology does not moderate the relationship between agility and banking service provision. The size of the company does not moderate the relationship between intellectual capital and banking service provision. Practical implications - This work indicates that intellectual capital and the banking agility strategy are critical in the provision of banking service provision for exports. Originality/value - This work illustrates the effect of banks' intangible resources on the provision of banking services from the perspective of Brazilian export companies.