Managing knowledge to create customer service value

Purpose – The purpose of this paper is to contribute to the services management literature by identifying a sequence of the different processes of knowledge management (KM) to create customer service value. Design/methodology/approach – The context for the research hypotheses is the Spanish banking...

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Authors: Martelo-Landroguez, Silvia, Martín Ruiz, David
Format: article
Status:Versión aceptada para publicación
Publication Date:2016
Country:España
Institution:Universidad de Sevilla (US)
Repository:idUS. Depósito de Investigación de la Universidad de Sevilla
OAI Identifier:oai:idus.us.es:11441/54626
Online Access:http://hdl.handle.net/11441/54626
https://doi.org/10.1108/JSTP-06-2014-0137
Access Level:Open access
Keyword:Absorptive capacity
Service value
Knowledge management
Value creation
Banking industry
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spelling Managing knowledge to create customer service valueMartelo-Landroguez, SilviaMartín Ruiz, DavidAbsorptive capacityService valueKnowledge managementValue creationBanking industryPurpose – The purpose of this paper is to contribute to the services management literature by identifying a sequence of the different processes of knowledge management (KM) to create customer service value. Design/methodology/approach – The context for the research hypotheses is the Spanish banking industry. The authors conducted a study including 76 banks and 1,832 customers of these banks. This paper uses the partial least squares method to conduct the data analysis. Findings – The authors find support for all the hypotheses proposed in the model. The results show that service firms that are able to apply more knowledge or apply knowledge more effectively are likely to generate more benefits for their customers, and/or reduce their sacrifices, contributing significantly to a higher perception of service value. Research limitations/implications – The study focusses on one particular industry in a single point in time. A longitudinal analysis of a variety of service industries would enrich the study. Practical implications – It is argued that KM constitutes a key capability for service firms for the delivery of service value. According to the research, if service firms want to improve the application of knowledge, it is important to focus on knowledge retention while they create new knowledge. Originality/value – Although a considerable amount of research has been carried out in the fields of KM and customer value, there has been less research that has taken both into consideration simultaneously. This paper addresses this gap in the literatureMinisterio de Educación ECO2011-28 641-C02-01EmeraldAdministración de Empresas y MarketingMinisterio de Economía y Competitividad (MINECO). España2016info:eu-repo/semantics/articleinfo:eu-repo/semantics/acceptedVersionapplication/pdfapplication/pdfhttp://hdl.handle.net/11441/54626https://doi.org/10.1108/JSTP-06-2014-0137reponame:idUS. Depósito de Investigación de la Universidad de Sevillainstname:Universidad de Sevilla (US)InglésJournal of Service Theory and Practice, 26 (4), 471-496.ECO2011-28 641-C02-01http://dx.doi.org/10.1108/JSTP-06-2014-0137info:eu-repo/semantics/openAccessoai:idus.us.es:11441/546262026-06-17T12:51:07Z
dc.title.none.fl_str_mv Managing knowledge to create customer service value
title Managing knowledge to create customer service value
spellingShingle Managing knowledge to create customer service value
Martelo-Landroguez, Silvia
Absorptive capacity
Service value
Knowledge management
Value creation
Banking industry
title_short Managing knowledge to create customer service value
title_full Managing knowledge to create customer service value
title_fullStr Managing knowledge to create customer service value
title_full_unstemmed Managing knowledge to create customer service value
title_sort Managing knowledge to create customer service value
dc.creator.none.fl_str_mv Martelo-Landroguez, Silvia
Martín Ruiz, David
author Martelo-Landroguez, Silvia
author_facet Martelo-Landroguez, Silvia
Martín Ruiz, David
author_role author
author2 Martín Ruiz, David
author2_role author
dc.contributor.none.fl_str_mv Administración de Empresas y Marketing
Ministerio de Economía y Competitividad (MINECO). España
dc.subject.none.fl_str_mv Absorptive capacity
Service value
Knowledge management
Value creation
Banking industry
topic Absorptive capacity
Service value
Knowledge management
Value creation
Banking industry
description Purpose – The purpose of this paper is to contribute to the services management literature by identifying a sequence of the different processes of knowledge management (KM) to create customer service value. Design/methodology/approach – The context for the research hypotheses is the Spanish banking industry. The authors conducted a study including 76 banks and 1,832 customers of these banks. This paper uses the partial least squares method to conduct the data analysis. Findings – The authors find support for all the hypotheses proposed in the model. The results show that service firms that are able to apply more knowledge or apply knowledge more effectively are likely to generate more benefits for their customers, and/or reduce their sacrifices, contributing significantly to a higher perception of service value. Research limitations/implications – The study focusses on one particular industry in a single point in time. A longitudinal analysis of a variety of service industries would enrich the study. Practical implications – It is argued that KM constitutes a key capability for service firms for the delivery of service value. According to the research, if service firms want to improve the application of knowledge, it is important to focus on knowledge retention while they create new knowledge. Originality/value – Although a considerable amount of research has been carried out in the fields of KM and customer value, there has been less research that has taken both into consideration simultaneously. This paper addresses this gap in the literature
publishDate 2016
dc.date.none.fl_str_mv 2016
dc.type.none.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/acceptedVersion
format article
status_str acceptedVersion
dc.identifier.none.fl_str_mv http://hdl.handle.net/11441/54626
https://doi.org/10.1108/JSTP-06-2014-0137
url http://hdl.handle.net/11441/54626
https://doi.org/10.1108/JSTP-06-2014-0137
dc.language.none.fl_str_mv Inglés
language_invalid_str_mv Inglés
dc.relation.none.fl_str_mv Journal of Service Theory and Practice, 26 (4), 471-496.
ECO2011-28 641-C02-01
http://dx.doi.org/10.1108/JSTP-06-2014-0137
dc.rights.none.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
application/pdf
dc.publisher.none.fl_str_mv Emerald
publisher.none.fl_str_mv Emerald
dc.source.none.fl_str_mv reponame:idUS. Depósito de Investigación de la Universidad de Sevilla
instname:Universidad de Sevilla (US)
instname_str Universidad de Sevilla (US)
reponame_str idUS. Depósito de Investigación de la Universidad de Sevilla
collection idUS. Depósito de Investigación de la Universidad de Sevilla
repository.name.fl_str_mv
repository.mail.fl_str_mv
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