The impact of company learning and growth capabilities on the customer-related performance

Abstract

Purpose - The purpose of this paper is to investigate the relationship between a company's customer-related performance and its learning and growth capabilities. Design/methodology/approach - Four banks in Taiwan - Citibank, Chinatrust, Taipei Fubon Bank and Taiwan HSBC - have recently applied the Balanced Scorecard (BSC) perspective to their customer service. This research was designed to use the data of these sample banks and analyze it to build the theoretical relationship. Findings - The results reveal that a company's customer-related performance is positively associated with the interactions of its Human Resource Service Capability (HRSC), Information Technology Service Capability (ITSC) and Marketing Service Capability (MKSC). Originality/value - This paper contributes to the literature by providing empirical evidence that when an organization establishes and raises levels of company learning and growth capabilities by using HR-service capability, IT-service capability, and MK-service capability, conjoint effects of these result in a favorable interaction relationship and thus can help achieve a higher level of customer-related performance.