The Impact of Strategic Orientation on Intellectual Capital Investments in Customer Service Firms
The Impact of Strategic Orientation on Intellectual Capital Investments in Customer Service Firms
复制标题
战略定位对客户服务公司智力资本投资的影响
DOI：
10.1177/1094670508314285
复制
发表时间：
2008
影响因子：
12.4
通讯作者：
Linda Canina
中科院分区：
文献类型：
--
作者：
K. Walsh;C. Enz;Linda Canina
本研究考察了追求不同战略导向（如低成本领导者、差异化）的客户服务公司的智力资本对绩效的影响。本文以资源基础观点为基础，以酒店业的538家酒店为研究对象，采用基于经济的生产模型，实证探讨了投资三种不同类型的智力资本的绩效影响：系统资本（运营知识）、客户资本（品牌和营销知识）和人力资本（来自服务和专业员工的知识）。此外，作者解释了关键控制，包括实物资产、生活成本、客户需求、市场细分和公司关系。结果表明，对于只追求差异化战略的企业，对服务员工和专业员工的投资都能提高绩效。然而，对系统资本和客户资本的投资提高了所研究的所有公司的绩效。作者讨论了这项研究对服务领域研究的影响。
This study examines the influence of intellectual capital on performance in customer service firms pursuing different strategic orientations (e.g., low-cost leader, differentiation). Grounding these arguments in the resource-based view and using 538 hotels in the lodging industry, this article employs an economic-based production model to empirically explore the performance effects of investing in three different types of intellectual capital: systems capital (operational knowledge), customer capital (brand and marketing knowledge), and human capital (knowledge from both service and professional employees). In addition, the authors account for key controls, including the physical asset, cost of living, customer demand, market segment, and company affiliation. Results reveal that for firms pursuing a differentiation strategy only, investments in both service employees and professional employees enhance performance. However, investments in systems capital and customer capital enhance performance for all the firms studied. The authors discuss the implications of this study for research in the services arena.