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	10.1108/03090560810853020
Official URL	http://www.emeraldinsight.com/journals.htm?article...
Subjects	Historical > FOR Classification > 1503 Business and Management Historical > 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	97 - View on Scopus
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