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Title:Creando capacidades que aumenten el valor para el cliente PDF Logo
Authors:Martelo Landroguez, Silvia
Barroso Castro, Carmen
Cepeda Carrión, Gabriel
Issue Date:2011
Citation:[Journal:] Investigaciones europeas de dirección de la empresa (IEDEE) [ISSN:] 1135-2523 [Volume:] 17 [Year:] 2011 [Issue:] 2 [Pages:] 69-87
Abstract:The aim of this paper is to contribute to the strategic management literature by identifying the possible combinations among three organizational capabilities (market orientation, knowledge processes and customer relationship management). We also analyze the possible interaction among them to give the creation of superior customer value as a result. Our research question is if the customer requires a superior value, how the firm has to combine the extant capabilities to offer them this superior value? We advance that the interaction among the three proposed capabilities constitutes a capability.
Subjects:customer value
capabilities
market orientation
knowledge processes
customer relationship management
JEL:M10
Document Type:Article
Appears in Collections:Investigaciones Europeas de Dirección y Economía de la Empresa (IEDEE)

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