Journal ArticleDOI
Customer response capability in a sense-and-respond era: The role of customer knowledge process
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TLDR
In this paper, the authors examined how customer knowledge process influences customer response capability and the influence of customer response expertise and speed on performance of retailing firms, and the results highlight the importance of customer knowledge in enhancing customer response capabilities.Abstract:
An organization’s customer response capability, its comptence in satisfying customer needs through effective and quick responses, is critical for sustained success. In this article, the authors examine how customer knowledge process influences customer response capability. They highlight two dimensions of customer response capability, customer response expertise and customer response speed. It is observed that apart from its direct positive association with customer response expertise and speed, the customer knowledge process also diminishes the positive association between risk propensity and these dimensions of customer response capability. The influence of customer response expertise and speed on performance is also examined. The hypotheses are tested using survey data collected from a sample of retailing firms and the findings triangulated using qualitative data collected through depth interviews with managers. The results highlight the importance of customer knowledge in enhancing customer response capability.read more
Citations
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References
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Firm Resources and Sustained Competitive Advantage
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Basics of qualitative research : grounded theory procedures and techniques
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The Commitment-Trust Theory of Relationship Marketing
Robert Morgan,Shelby D. Hunt +1 more
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Self-Reports in Organizational Research: Problems and Prospects
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Journal ArticleDOI
Knowledge of the Firm, Combinative Capabilities, and the Replication of Technology
Bruce Kogut,Udo Zander +1 more
TL;DR: In this paper, the authors argue that what firms do better than markets is the sharing and transfer of the knowledge of individuals and groups within an organization, and that knowledge is held by individuals but is also expressed in regularities by which members cooperate in a social community (i.e., group, organization, or network).
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