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- W1991427755 abstract "This study investigates the relationship between a company’s customer related performance and its learning and growth capabilities. Following balanced scorecard (BSC) perspective, a company’s learning and growth capabilities are viewed to comprise human resource service capability (HRSC), information technology service capability (ITSC), and marketing service capability (MKSC). A total of 400 questionnaires were distributed to managers in four Taiwanese banks that had applied the BSC perspective to their customer service operations. Multiple hierarchical regressions were used to analyze the data. The results reveal that a company’s customer related performance is positively associated with the interactions of its HRSC, ITSC, MKSC. Implications of the results are discussed in the paper." @default.
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- W1991427755 date "2010-01-01" @default.
- W1991427755 modified "2023-10-18" @default.
- W1991427755 title "The Impact of Company Learning and Growth Capabilities on the Customer Related Performance" @default.
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- W1991427755 doi "https://doi.org/10.2139/ssrn.1534229" @default.
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