dc.creator | Martelo-Landroguez, Silvia | es |
dc.creator | Martín Ruiz, David | es |
dc.date.accessioned | 2017-02-22T11:06:58Z | |
dc.date.available | 2017-02-22T11:06:58Z | |
dc.date.issued | 2016 | |
dc.identifier.citation | Martelo-Landroguez, S. y Martín Ruiz, D. (2016). Managing knowledge to create customer service value. Journal of Service Theory and Practice, 26 (4), 471-496. | |
dc.identifier.issn | 2055-6225 | es |
dc.identifier.uri | http://hdl.handle.net/11441/54626 | |
dc.description.abstract | Purpose – The purpose of this paper is to contribute to the services management literature by
identifying a sequence of the different processes of knowledge management (KM) to create customer
service value.
Design/methodology/approach – The context for the research hypotheses is the Spanish banking
industry. The authors conducted a study including 76 banks and 1,832 customers of these banks.
This paper uses the partial least squares method to conduct the data analysis.
Findings – The authors find support for all the hypotheses proposed in the model. The results show
that service firms that are able to apply more knowledge or apply knowledge more effectively are likely
to generate more benefits for their customers, and/or reduce their sacrifices, contributing significantly
to a higher perception of service value.
Research limitations/implications – The study focusses on one particular industry in a single
point in time. A longitudinal analysis of a variety of service industries would enrich the study.
Practical implications – It is argued that KM constitutes a key capability for service firms for the
delivery of service value. According to the research, if service firms want to improve the application of
knowledge, it is important to focus on knowledge retention while they create new knowledge.
Originality/value – Although a considerable amount of research has been carried out in the fields of
KM and customer value, there has been less research that has taken both into consideration
simultaneously. This paper addresses this gap in the literature | es |
dc.description.sponsorship | Ministerio de Educación ECO2011-28 641-C02-01 | es |
dc.format | application/pdf | es |
dc.language.iso | eng | es |
dc.publisher | Emerald | es |
dc.relation.ispartof | Journal of Service Theory and Practice, 26 (4), 471-496. | |
dc.rights | Attribution-NonCommercial-NoDerivatives 4.0 Internacional | * |
dc.rights.uri | http://creativecommons.org/licenses/by-nc-nd/4.0/ | * |
dc.subject | Absorptive capacity | es |
dc.subject | Service value | es |
dc.subject | Knowledge management | es |
dc.subject | Value creation | es |
dc.subject | Banking industry | es |
dc.title | Managing knowledge to create customer service value | es |
dc.type | info:eu-repo/semantics/article | es |
dcterms.identifier | https://ror.org/03yxnpp24 | |
dc.type.version | info:eu-repo/semantics/acceptedVersion | es |
dc.rights.accessRights | info:eu-repo/semantics/openAccess | es |
dc.contributor.affiliation | Universidad de Sevilla. Departamento de Administración de Empresas y Comercialización e Investigación de Mercados (Marketing) | es |
dc.relation.projectID | ECO2011-28 641-C02-01 | es |
dc.relation.publisherversion | http://dx.doi.org/10.1108/JSTP-06-2014-0137 | es |
dc.identifier.doi | 10.1108/JSTP-06-2014-0137 | es |
idus.format.extent | 26 | es |
dc.journaltitle | Journal of Service Theory and Practice | es |
dc.publication.volumen | 26 | es |
dc.publication.issue | 4 | es |
dc.publication.initialPage | 471 | es |
dc.publication.endPage | 496 | es |
dc.contributor.funder | Ministerio de Economía y Competitividad (MINECO). España | |