Get 20M+ Full-Text Papers For Less Than $1.50/day. Start a 14-Day Trial for You or Your Team.

Learn More →

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

Dynamic customer-oriented relational capabilities: how do they impact internationalizing firm... This 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. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Service Theory and Practice Emerald Publishing

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

Loading next page...
 
/lp/emerald-publishing/dynamic-customer-oriented-relational-capabilities-how-do-they-impact-YaZhz8J4ps
Publisher
Emerald Publishing
Copyright
© Emerald Publishing Limited
ISSN
2055-6225
DOI
10.1108/jstp-10-2021-0202
Publisher site
See Article on Publisher Site

Abstract

This 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.

Journal

Journal of Service Theory and PracticeEmerald Publishing

Published: Nov 3, 2022

Keywords: Dynamic customer-oriented relational capabilities; Competitive advantage; Competition intensity; Regulatory restrictions; Internationalization performance

References