Linking Resource-Based Strategies to Customer-Focused Performance for Professional Services: A Structural Equation Modelling Approach
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.
Volume (Year): 2 (2013)
Issue (Month): 2 ()
|Contact details of provider:|| Web page: http://www.issbs.si|
Please report citation or reference errors to , or , if you are the registered author of the cited work, log in to your RePEc Author Service profile, click on "citations" and make appropriate adjustments.:
- 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.
- Oliver, Richard L, 1993. " Cognitive, Affective, and Attribute BAses of the Satisfaction Response," Journal of Consumer Research, Oxford University Press, vol. 20(3), pages 418-30, December.
- 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.
When requesting a correction, please mention this item's handle: RePEc:isv:jouijm:v:2:y:2013:i:2:p:165-184. See general information about how to correct material in RePEc.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Goran Dakovic)
If references are entirely missing, you can add them using this form.