Martelo Landroguez, Silvia Barroso Castro, Carmen Cepeda Carrión, Gabriel
Year of Publication:
[Journal:] Investigaciones europeas de dirección de la empresa (IEDEE) [ISSN:] 1135-2523 [Volume:] 17 [Year:] 2011 [Issue:] 2 [Pages:] 69-87
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.
customer value capabilities market orientation knowledge processes customer relationship management