Customer orientation and financial performance relationship: the mediating role of innovative capability

Q3 Engineering

Gestao e Producao Pub Date : 2020-01-01 DOI:10.1590/0104-530x4706-20

Mirela Santos, M. G. Perin, C. Simões, Cláudio Hoffmann Sampaio

引用次数: 6

Abstract

Abstract: Existing research establishes customer orientation (CO) per se as insufficient to achieve higher levels of financial performance (FP). Such reasoning suggests the need for additional skills and capabilities, such as, innovative capability (IC). In addition, environmental variables (e.g., Technological Turbulence – TT) affect these relationships. This paper explores the relationships and effects of CO and IC on FP under different TT conditions. A research framework and hypotheses were developed. The framework captures the following relationships: (i) the direct influence of CO on FP; (ii) the mediating role of IC on the CO/FP relationship; (iii) the moderating role of TT over the mediation of IC on the CO/FP relationship. The fieldwork included an exploratory stage, followed by a cross-sectional survey applied to managers in medium-sized companies in Brazil. Findings revealed that IC partially mediates the relationship between CO and FP, in particular in high TT environments. Managerial implications and avenues for future research are presented.

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顾客导向与财务绩效关系:创新能力的中介作用

摘要:现有研究表明，客户导向(CO)本身不足以实现更高水平的财务绩效(FP)。这样的推理表明需要额外的技能和能力，比如创新能力(IC)。此外，环境变量(例如，技术湍流- TT)影响这些关系。本文探讨了不同TT条件下CO和IC对FP的关系和影响。提出了一个研究框架和假设。该框架涵盖了以下关系:(i) CO对计划生育的直接影响;(ii) IC对CO/FP关系的中介作用;(3) TT对IC在CO/FP关系中的中介作用的调节作用。实地工作包括一个探索阶段，然后是一个适用于巴西中型公司管理人员的横断面调查。研究结果表明，IC部分介导了CO和FP之间的关系，特别是在高TT环境中。提出了未来研究的管理意义和途径。

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

Gestao e Producao Engineering-Industrial and Manufacturing Engineering

CiteScore

1.60

自引率

0.00%

发文量

审稿时长

44 weeks

期刊介绍： Gestão & Produção is a journal published four times a year year (March, June, September and December) by the Departamento de Engenharia de Produção (DEP) of Universidade Federal de São Carlos (UFSCar). The first issue of Gestão & Produção was published in April, 1994. Actually, G&P was result of experience of professors of DEP/UFSCar in editing, in the beginning, "Cadernos DEP" in the 1980s, followed by "Cadernos de Engenharia de Produção". The last three issues of "Cadernos de Engenharia de Produção" were a test previous to the launch of Gestão & Produção because most of the journal characteristics were already established, like regularity.