Correlations between external knowledge and the knowledge chain as impacting service quality

被引：19

作者：

Tseng, Shu-Mei ^{[1
]}

机构：

[1] I Shou Univ, Dept Informat Management, Main Campus 1,Sect 1,Syuecheng Rd, Kaohsiung 84001, Taiwan

来源：

JOURNAL OF RETAILING AND CONSUMER SERVICES | 2012年 / 19卷 / 04期

关键词：

External knowledge; Knowledge chain; Service quality;

D O I：

10.1016/j.jretconser.2012.04.004

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

Service Quality continues to be a major concern amongst consumers. As a result, in order to provide the continuous improvement of service quality that will lead to consumer satisfaction, this study explores the impact of external knowledge and knowledge chain on service quality. The results of this study found that absorptive capacity of the external knowledge is indeed an important source of competitive advantage. Hence, enterprises should apply the knowledge chain in order to gather external knowledge from customers, suppliers and competitors, as well as transforming the knowledge to enhance their service quality. (C) 2012 Elsevier Ltd. All rights reserved.

引用

收藏

页码：429 / 437

页数：9

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