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Organisational capabilities: antecedents and implications for customer value

Nasution, Hanny and Mavondo, Felix (2008) Organisational capabilities: antecedents and implications for customer value. European Journal of Marketing, 42 (3/4). pp. 477-501. ISSN 0309-0566

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Abstract

The paper aims to investigate the cultural and implementation organisational capabilities that contribute to provision of superior customer values through operationalising customer value from both the business and customer perspectives.

Item Type: Article
Uncontrolled Keywords: ResPubID21785. customer service, customer value, antecedents, human resource management, HRM, market orientation, hotel management, hotel industry, hospitality management, hospitality industry, managers, hotels, organisational culture, organisational capabilities
Subjects: FOR Classification > 1503 Business and Management
FOR Classification > 1505 Marketing
Faculty/School/Research Centre/Department > School of Hospitality Tourism and Marketing
Depositing User: VUIR
Date Deposited: 11 May 2012 02:02
Last Modified: 11 May 2012 02:02
URI: http://vuir.vu.edu.au/id/eprint/7531
DOI: 10.1108/03090560810853020
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Citations in Scopus: 24 - View on Scopus

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