Dynamic customer-oriented relational capabilities: how do they impact internationalizing firm performance?

IF 3.9 3区管理学 Q2 BUSINESS

Journal of Service Theory and Practice Pub Date : 2022-10-20 DOI:10.1108/jstp-10-2021-0202

A. Mishra, T. Anning-Dorson

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引用次数: 2

Abstract

PurposeThis work proposes that a multi-national service company (MNSC) needs to develop dynamic customer-oriented relational capabilities (DCRC), constituting dynamic service customization (DySC), dynamic customer integration (DyCI) and dynamic timeliness of service delivery (DyTSD) capabilities, to gain competitive advantage and performance in its internationalization efforts.Design/methodology/approachFor empirical validation of the framework, developed through qualitative interviews, this study includes multi-cross-sectional data from twelve countries, four each in the category of underdeveloped (Africa), developing (Asia) and developed economies (Europe). Covariance-based structural equation modelling is used to test the hypotheses.FindingsThe study supports that DySC, DyCI and DyTSD capabilities have a significant positive influence on firm competitive advantage and performance across economies. The levels of competition intensity and regulatory restrictions, an outcome of the type of economy, have negative intervening effects, with varying intensities across economies.Practical implicationsThis work guides the internationalization service managers to leverage DCRC across national borders keeping the state of the economy into consideration.Originality/valueThis work proposes a model of DCRC, based on the Intangibility, Heterogeneity, Inseparability and Perishability (IHIP) service framework, that enables firms to derive competitive advantage and performance across economies with varying environmental conditions.

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动态的以客户为导向的关系能力：它们如何影响企业国际化绩效？

目的本工作提出，跨国服务公司（MNSC）需要发展动态面向客户的关系能力（DCRC），包括动态服务定制（DySC）、动态客户集成（DyCI）和动态服务交付及时性（DyTSD）能力，以在国际化努力中获得竞争优势和绩效。设计/方法/方法为了通过定性访谈对该框架进行实证验证，本研究包括来自12个国家的多个横断面数据，其中4个国家分别属于欠发达（非洲）、发展中（亚洲）和发达经济体（欧洲）。基于协方差的结构方程模型用于检验假设。研究结果表明，DySC、DyCI和DyTSD能力对企业竞争优势和经济绩效具有显著的积极影响。作为经济类型的结果，竞争强度和监管限制的水平具有负面干预效应，各经济体的干预强度各不相同。实际含义这项工作指导国际化服务经理跨国界利用DCRC，同时考虑经济状况。独创性/价值这项工作提出了一个基于无形性、异质性、不可分割性和易逝性（IHIP）服务框架的DCRC模型，使企业能够在不同环境条件下获得竞争优势和绩效。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Journal of Service Theory and Practice Multiple-

CiteScore

8.00

自引率

15.20%

发文量

期刊介绍： Formerly known as Managing Service Quality – Impact Factor: 1.286 (2015) – the Journal of Service Theory and Practice (JSTP) aims to publish research in the field of service management that not only makes a theoretical contribution to the service literature, but also scrutinizes and helps improve industry practices by offering specific recommendations and action plans to practitioners. Recognizing the importance of the service sector across the globe, the journal encourages submissions from and/or studying issues from around the world. JSTP gives prominence to research based on real world data, be it quantitative or qualitative. The journal also encourages the submission of strong conceptual and theoretical papers that make a substantive contribution to the scholarly literature in service management. JSTP publishes double-blind peer reviewed papers and encourages submissions from both academics and practitioners. The changing social structures and values, as well as new developments in economic, political, and technological fields are creating sea-changes in the philosophy, strategic aims, operational practices, and structures of many organizations. These changes are particularly relevant to the service sector, as public demand for high standards increases, and organizations fight for both market share and public credibility. The journal specifically addresses solutions to these challenges from a global, multi-cultural, and multi-disciplinary perspective.