Show simple item record

dc.contributor.authorIslam, M
dc.contributor.authorYang, Y
dc.contributor.authorMia, L
dc.contributor.editorProfessor A. Gunasekaran
dc.date.accessioned2017-05-03T12:14:34Z
dc.date.available2017-05-03T12:14:34Z
dc.date.issued2012
dc.date.modified2013-06-18T02:29:15Z
dc.identifier.issn1463-5771
dc.identifier.doi10.1108/14635771211224509
dc.identifier.urihttp://hdl.handle.net/10072/48234
dc.description.abstractPurpose - 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.
dc.description.peerreviewedYes
dc.description.publicationstatusYes
dc.format.extent340853 bytes
dc.format.mimetypeapplication/pdf
dc.languageEnglish
dc.language.isoen_US
dc.publisherEmerald Group
dc.publisher.placeUnited Kingdom
dc.relation.ispartofstudentpublicationN
dc.relation.ispartofpagefrom137
dc.relation.ispartofpageto158
dc.relation.ispartofissue2
dc.relation.ispartofjournalBenchmarking: An International Journal
dc.relation.ispartofvolume19
dc.rights.retentionY
dc.subject.fieldofresearchBusiness Information Systems
dc.subject.fieldofresearchBusiness and Management
dc.subject.fieldofresearchStatistics
dc.subject.fieldofresearchComputer Software
dc.subject.fieldofresearchcode150302
dc.subject.fieldofresearchcode1503
dc.subject.fieldofresearchcode0104
dc.subject.fieldofresearchcode0803
dc.titleThe impact of company learning and growth capabilities on the customer-related performance
dc.typeJournal article
dc.type.descriptionC1 - Articles
dc.type.codeC - Journal Articles
gro.rights.copyright© 2012 Emerald. This is the author-manuscript version of this paper. Reproduced in accordance with the copyright policy of the publisher. Please refer to the journal's website for access to the definitive, published version.
gro.date.issued2012
gro.hasfulltextFull Text
gro.griffith.authorMia, Lokman


Files in this item

This item appears in the following Collection(s)

  • Journal articles
    Contains articles published by Griffith authors in scholarly journals.

Show simple item record