Online citations, reference lists, and bibliographies.
← Back to Search

Organisational Capabilities: Antecedents And Implications For Customer Value

H. Nasution, F. Mavondo
Published 2008 · Business

Cite This
Download PDF
Analyze on Scholarcy
Share
Purpose – 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.Design/methodology/approach – Two samples were developed: one for hotel managers (n=231) and the other for hotel guests (n=385). Data for the organisational capabilities were collected from managers; data for customer value were collected from both managers and customers. Two models were tested with respect to the relationship between cultural capabilities and implementation on customer value.Findings – The results indicate that, among the cultural variables, integrated market orientation and intrapreneurship are significantly and positively related to customer value. The implementation capabilities, human resources practices and innovation are significantly related to customer value as seen by managers, but none of these was significant when regressed on customer...
This paper references
10.2307/1251446
Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence:
Valarie A. Zeithaml (1988)
10.1002/J.2158-1592.2005.TB00196.X
Logistics Innovation: A customer Value-Oriented Social Process
D. Flint (2005)
10.1177/002224377701400320
Estimating Nonresponse Bias in Mail Surveys
J. S. Armstrong (1977)
10.1016/S0148-2963(02)00272-2
Learning during the new financial service innovation process: Antecedents and performance effects
V. Blažević (2003)
10.2307/256713
Modes of theorizing in strategic human resource management: Tests of universalistic, contingency, and configurational performance predictions
John E. Delery (1996)
10.1362/026725703322189931
Measurement Invariance of Marketing Instruments: An Implication across Countries
F. Mavondo (2003)
10.5465/256718
The Impact of Human Resource Management Practices on Perceptions of Organizational Performance
J. Delaney (1996)
10.2307/3151312
Evaluating structural equation models with unobservable variables and measurement error.
C. Fornell (1981)
10.1016/S1053-4822(98)90004-3
Toward a social context theory of the human resource management-organization effectiveness relationship
G. R. Ferris (1998)
10.2307/1250041
Pricing: Making Profitable Decisions
K. Monroe (1990)
10.1016/S0022-4359(01)00041-0
Consumer perceived value: The development of a multiple item scale
Jillian C. Sweeney (1998)
10.1037/0021-9010.86.1.114
Accounting for common method variance in cross-sectional research designs.
M. Lindell (2001)
10.1108/03090560510623244
Learning orientation and market orientation: relationship with innovation, human resource practices and performance
F. Mavondo (2005)
10.1177/0092070397254003
A framework for market-based organizational learning: Linking values, knowledge, and behavior
James M. Sinkula (1997)
Understanding the Impact of Human Resource Diversity Practices on Firm Performance
O. C. Richard (2001)
10.1108/14601060210415144
Innovation as the core competency of a service organisation: the role of technology, knowledge and networks
J. Kandampully (2002)
10.1111/J.0737-6782.2004.00086.X
Responsive and proactive market orientation and new-product success.
John C. Narver (2004)
10.1023/A:1009835515831
Market Orientation: Scale Invariance and Relationship to Generic Strategies Across Two Countries
Dr. Felix Tinoziva Mavondo (1999)
10.2307/256712
The Impact of Human Resource Management on Organizational Performance: Progress and Prospects
B. Becker (1996)
10.1002/1097-0266(200010/11)21:10/11<1105::AID-SMJ133>3.0.CO;2-E
DYNAMIC CAPABILITIES, WHAT ARE THEY?
K. Eisenhardt (2000)
10.1177/104225879902300305
Developing a Process Model of Intrapreneurial Systems: A Cognitive Mapping Approach
R. Russell (1999)
ValueSpace: Winning the Battle for Market Leadership
B. Mittal (2001)
10.1177/002224299005400403
The Effect of a Market Orientation on Business Profitability
John C. Narver (1989)
10.5465/256741
The Impact of Human Resource Management Practices on Turnover, Productivity, and Corporate Financial Performance
Mark A. Huselid (1995)
10.1108/01443570010339154
Value management: an underlying framework
Ellen J. Dumond (2000)
10.1002/SMJ.197
Does market orientation matter?: a test of the relationship between positional advantage and performance
G. Hult (2001)
10.1002/SMJ.158
Toward a synthesis of the resource‐based and dynamic‐capability views of rent creation
Richard Makadok (2001)
10.5465/AMR.1999.1580439
The Human Resource Architecture: Toward a Theory of Human Capital Allocation and Development
David P. Lepak (1999)
10.1016/J.INDMARMAN.2004.03.005
Customer value, overall satisfaction, end-user loyalty, and market performance in detail intensive industries
Joseph M. Spiteri (2004)
10.1177/104225879602100101
Intrapreneurship in Small Businesses: An Exploratory Study
C. Carrier (1996)
10.1177/002224299806200303
Innovation, Market Orientation, and Organizational Learning: An Integration and Empirical Examination
R. F. Hurley (1998)
10.1016/S0019-8501(01)00156-0
Value Creation in Buyer–Seller Relationships: Theoretical Considerations and Empirical Results from a Supplier's Perspective
A. Walter (2001)
10.1016/S0019-8501(99)00122-4
Measuring Customer- Perceived Value in Business Markets A Prerequisite for Marketing Strategy Development and Implementation
Wolfgang Ulaga (2001)
10.1108/EUM0000000005609
Market orientation at the beginning of a new millennium
Stanley F. Slater (2001)
10.1177/014920630102700403
Human resource practices, organizational climate, and customer satisfaction
Kirk L. Rogg (2001)
10.1016/J.JBUSRES.2004.01.002
Marketing as an engine of business growth: a cross-functional perspective ☆
Y. Wind (2005)
10.1146/ANNUREV.SO.17.080191.001301
The Design and Administration of Mail Surveys
D. Dillman (1991)
10.1016/S0148-2963(03)00109-7
THE PERFORMANCE IMPACT OF MARKETING RESOURCES
G. Hooley (2005)
10.1007/978-3-540-48543-8_7
A Paradigm of Entrepreneurship: Entrepreneurial Management *
H. Stevenson (1990)
10.1108/07363760110365796
Gaining competitive advantage through customer value oriented management
F. Huber (2001)
10.1086/208564
A Multistage Model of Customers' Assessments of Service Quality and Value
R. Bolton (1991)
10.1108/02683949810369110
The impact of behaviors and structure on corporate entrepreneurial success
A. Echols (1998)
10.1177/0092070300281011
Intelligence generation and superior customer value
Stanley F. Slater (2000)
10.1177/014920630202800403
Examining the Human Resource Architecture: The Relationships Among Human Capital, Employment, and Human Resource Configurations
David P. Lepak (2002)
Entrepreneurship: A Contemporary Approach
Donald F. Kuratko (1994)
10.1177/001872679705000104
Organizational Learning and the Learning Organization: A Dichotomy Between Descriptive and Prescriptive Research
Eric W. K. Tsang (1997)
10.1108/09564239710189835
Modelling the relationship between perceived value, satisfaction and repurchase intentions in a business‐to‐business, services context: an empirical examination
P. G. Patterson (1997)
10.4324/9780429277979
Designing and Delivering Superior Customer Value
A. Weinstein (1999)
10.1108/02686900210437534
Learning through quality and innovation
Catherine L. Wang (2002)
10.1108/03090569610106626
The value concept and relationship marketing
Annika Ravald (1996)
10.5465/257025
Technical and Strategic Human Resources Management Effectiveness as Determinants of Firm Performance
Mark A. Huselid (1997)
10.1509/jimk.8.4.61.19796
Does Innovativeness Moderate the Relationship between Cross-Functional Integration and Product Performance?
M. Song (2000)
10.1177/002224299606000410
The Resource-Advantage Theory of Competition: Dynamics, Path Dependencies, and Evolutionary Dimensions
S. Hunt (1996)
10.5465/AME.1995.9512032192
Looking inside for competitive advantage
J. Barney (1995)
Original articleMeasuring Customer-Perceived Value in Business Markets: A Prerequisite for Marketing Strategy Development and Implementation
Wolfgang Ulaga (2001)
10.1108/09604529910302109
Small service firms – creating value through innovation
Damian C Hine (1999)
10.1108/EUM0000000000007
From brand values to customer value
M. Christopher (1996)
10.1086/209528
Assessing Measurement Invariance in Cross-National Consumer Research
Jan-Benedict E. M. Steenkamp (1998)
How organizations learn : an integrated strategy for building learning capability
A. Dibella (1998)
10.1080/00222216.2002.11949965
Development of a Multi-Dimensional Scale for Measuring the Perceived Value of a Service
J. Petrick (2002)
10.1177/0092070399274002
The synergistic effect of market orientation and learning orientation on organizational performance
W. Baker (1999)
10.5860/choice.32-0402
Managing customer value : creating quality and service that customers can see
Bradley T. Gale (1994)
10.2307/257076
Goverance, Ownership, and Corporate Entrepreneurship: The Moderating Impact of Industry Technological Opportunities
S. Zahra (1996)
10.1108/01437739810217188
Culture, innovation and successful development of new medicines ‐ an exploratory study of the pharmaceutical industry
S. Dorabjee (1998)
10.2307/1251854
Market orientation: Antecedents and consequences
Bernard J. Jaworski (1993)
10.5465/AMR.1994.9412190216
Human Resource Systems and Sustained Competitive Advantage: A Competency-Based Perspective
Augustine A. Lado (1994)
10.1108/00251740310468054
Cultural orientation: its relationship with market orientation, innovation and organisational performance
F. Mavondo (2001)
10.5465/3069367
Capital Investment as Investing in Organizational Capabilities: An Empirically Grounded Process Model
C. Maritan (2018)
10.1108/02634500510612627
Market orientation and performance: a meta‐analysis
A. Shoham (2005)
10.1007/BF02894350
Customer value: The next source for competitive advantage
R. F. Woodruff (1997)
10.1016/S0019-8501(99)00128-5
Creating Value that Cannot Be Copied
J. V. D. Haar (2001)
Customer intimacy and other value disciplines
Fred Wiersema (1993)
10.1016/S0149-2063(01)00106-4
Do “high commitment” human resource practices affect employee commitment? A cross-level analysis using hierarchical linear modeling
E. Whitener (2001)
10.1177/002224299405800104
Does Competitive Environment Moderate the Market Orientation-Performance Relationship?
Stanley F. Slater (1994)
10.1016/S0019-8501(96)00112-5
Customer Value Change in Industrial Marketing Relationships - A Call for New Strategies and Research
D. Flint (1997)
10.1108/03090569410075812
Assessing the Innovativeness of Organizations and its Antecedents:Project Innovstrat
G. Avlonitis (1994)
10.2307/1252120
Market Orientation and the Learning Organization
Stanley F. Slater (1995)
Creating Value for Customers: Designing and Implementing a Total Corporate Strategy
W. Band (1991)
10.2307/256406
Organizational Innovation: A Meta-Analysis Of Effects Of Determinants and Moderators
F. Damanpour (1991)
Gaining and Sustaining Competitive Advantage
J. Barney (1996)
10.1016/S0048-7333(01)00175-5
Innovation and export performance: evidence from the UK and German manufacturing plants
S. Roper (2002)
10.1108/14720700210418698
The boardroom agenda: developing the innovative organization
S. Knox (2009)



This paper is referenced by
10.1108/TR-03-2017-0038
How can European museums reach sustainability
Nuria Recuero Virto (2017)
10.1504/IJESB.2010.033571
Intrapreneuriality and the perceived autonomy indicators
Brahim Allali (2010)
10.1080/13683500.2012.718322
Segmenting hotel clients by pricing variables and value for money
F. J. Rondán-Cataluña (2014)
The Role of Organizational Creativity towards Innovations: A Conceptual Review on Services Sector Research Directions
D. Dissanayake (2016)
10.3390/SU10072244
The role of process innovation between firm-specific capabilities and sustainable innovation in SMEs: empirical evidence from Indonesia
Afris Widya-Hasuti (2018)
10.1108/03090561111095595
The impact of market orientation dimensions on client cooperation in the development of new service innovations
A. Jiménez-Zarco (2011)
Linking Resource-Based Strategies to Customer-Focused Performance for Professional Services: A Structural Equation Modelling Approach
M. Wu (2013)
10.1109/SOLI.2012.6273542
The research on uncertainty and information searching in service firms
Shu-Kuan Hsu (2012)
10.1016/J.SBSPRO.2013.10.533
The Role of Innovation and Perceived Service Quality in Creating Customer Value: A Study on Employees of a Call Center Establishment
Murat Yaslioglu (2013)
10.15433/ruta.v17i2.755
La reconfiguración del modelo de negocios y el desempeño organizacional: una perspectiva de las capacidades dinámicas
Julián Miranda Torrez (2015)
Entrepreneurial orientation, absorptive capacity, market orientation and technological innovation capabalities of SMEs in Kurdistan, Iraq
A. Aljanabi (2016)
Sales organisation effectiveness - Leaders versus laggards: The role of market orientation and entrepreneurial orientation
K. Grant (2008)
Market orientation, entrepreneurship orientation, relationship commitment and communication among SME exporters in Malaysia
Daud Ismail (2017)
10.3846/16111699.2013.770788
The cycle of customer value: a model integrating customer and firm perspectives
Silvia Martelo-Landroguez (2014)
Orientacja rynkowa w polskim samorządzie terytorialnym
I. Kowalik (2011)
Dyadic perspective on marketing accountability and customer perceived value in business relationships : doctoral dissertation
Maja Arslanagić-Kalajdžić (2015)
Strategic directions, innovation capacity and entrepreneurial firm performance in high-tech SMEs, UK
Mina Tajvidi (2015)
Enchancing organizational performance of Malaysian SMEs through human resource management (HRM) practices and organizational innovative capability: A proposed framework
Nazlina Zakaria (2013)
10.1016/J.JBUSRES.2012.11.004
Ethical ideologies, perceived gambling value, and gambling commitment: An Asian perspective
N. Ndubisi (2014)
Insights into organisational capabilities that influence innovation and organisational competitiveness in SMEs (small and medium enterprises).
Jamal Hussain A. Abdelgadir (2013)
The mediating effect of marketing capabilities on the relationship between customer relationship management (CRM) dimensions and hotel performance
Abdul Alem Mohammad Mohammad (2014)
The Influence of Innovation on Competitive Advantage: A Case of Mpesa
Charles Opiyo Arunda (2015)
10.1108/14691931211196222
Consumer interaction as intellectual capital
F. Sussan (2012)
Conceptualizing the relationship quality approach for early internationalization of small businesses
Daud Ismail (2011)
Modeling competitive advantage in fast growth small-to-medium enterprises: contingent effects of environmental turbulence
T. James (2009)
The Organisational Embeddedness and Capabilities Linkages: Implications for Organisational Performance
F. Mavondo (2009)
10.1016/J.INDMARMAN.2010.09.009
The impact of market orientation on the development of relational capabilities and performance outcomes: The case of Russian industrial firms
M. Smirnova (2011)
Factors and Customers Satisfaction of Budget Hotel Customers in China
Y. Yu (2012)
10.7763/IJTEF.2014.V5.423
The Effects of Service Innovation on Perceived Value and Guest's Return Intention — A Study of Luxury Hotels in Ho Chi Minh City, Vietnam
M. Khuong (2014)
10.1111/J.1540-5885.2012.00990.X
Moderating Effects of Nationality and Product Category on the Relationship between Innovation and Customer Equity in Korea and China
H. Zhang (2013)
10.1080/20932685.2010.10593063
The Influences of Customer Equity Drivers on Customer Equity and Loyalty in the Sports Shoe Industry: Comparing Korea and China
H. Zhang (2010)
10.1016/J.JBUSRES.2015.09.018
Customer value anticipation, product innovativeness, and customer lifetime value: The moderating role of advertising strategy
H. Zhang (2016)
See more
Semantic Scholar Logo Some data provided by SemanticScholar