Organisational capabilities: antecedents and implications for customer value

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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

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.

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Item type Article
URI https://vuir.vu.edu.au/id/eprint/7531
DOI https://doi.org/10.1108/03090560810853020
Official URL http://www.emeraldinsight.com/journals.htm?article...
Subjects Current > FOR Classification > 1503 Business and Management
Current > FOR Classification > 1505 Marketing
Historical > Faculty/School/Research Centre/Department > School of Hospitality Tourism and Marketing
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
Citations in Scopus 82 - View on Scopus
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