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Critical Processes of Knowledge Management and Value for the internal and external Customers

 

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Author: Cepeda Carrión, Ignacio Francisco
Leal Rodríguez, Antonio Luis
Martelo-Landroguez, Silvia
Leal Millán, Antonio Genaro
Department: Universidad de Sevilla. Departamento de Administración de Empresas y Comercialización e Investigación de Mercados (Marketing)
Date: 2015
Published in: 2nd International Symposium on Partial Least Squares Path Modeling - The Conference for PLS Users (2015), p 1-16
ISBN/ISSN: 9789036540568
Document type: Presentation
Abstract: Firms are continually looking for new ways to get the best results. In this study, the focus is on the relationship between absorptive capacity (ACAP) and customer value (CV), proposing a multiple mediation model to analyze this relationship.The study's contribution to the literature is to examine, empirically, the antecedents and determinants of this variable in greater depth. Thus, the research fills a gap in the literature through its analysis of the mediating role of knowledge stock (KS) and the knowledge application (KA). This study applies variance-based structural equation modeling via partial least squares to a sample of 151branch office managers from the Spanish banking industry. The results show that both the direct effect and indirect effect, through the mediation of KS and KA, are significant in the relationship between ACAP and CV.
Cite: Cepeda Carrión, I., Leal Rodríguez, A.L., Martelo Landroguez, S. y Leal Millán, A. (2015). Critical Processes of Knowledge Management and Value for the internal and external Customers. En 2nd International Symposium on Partial Least Squares Path Modeling - The Conference for PLS Users (1-16), Sevilla: University of Twente.
Size: 607.3Kb
Format: PDF

URI: http://hdl.handle.net/11441/54865

DOI: 10.3990/2.346

This work is under a Creative Commons License: 
Attribution-NonCommercial-NoDerivatives 4.0 Internacional

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