The impact of company learning and growth capabilities on the customer-related performance

Purpose - 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 t...

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Bibliographic Details
Published in:Benchmarking : an international journal 2012-04, Vol.19 (2), p.137-158
Main Authors: Islam, Majidul, Yang, Yi-Feng, Mia, Lokman
Format: Article
Language:English
Subjects:
Balanced Scorecard
Balancing
Banks
Benchmarking
Brand loyalty
Company structure
Construction
Customer relations
Customer services
Hypotheses
Information systems
Innovations
Learning
Marketing
Organizational change
Salespeople
Studies
Technological change
Variables
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Summary:Purpose - 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.
ISSN:1463-5771
1758-4094
DOI:10.1108/14635771211224509