Strategic determinants of service quality and performance: evidence from the banking industry
Article Abstract:
A stylized capabilities-based model of service quality identified the strategic determinants of service quality and performance in the banking industry. Results demonstrated that generic operations capabilities influence service quality and performance even though not every relationship is direct. Findings also revealed that it is possible to directly observe and imitate service quality knowledge and innovations, and that the absorptive capacity of employees to acknowledge and take advantage of their potentials moderate the impact of technological leadership and market acuity on service quality. Lastly, the study discovered that market conduct affects the generic capabilities of the firm more than market performance and that total factor productivity is negatively related to service quality.
Publication Name: Management Science
Subject: Business, general
ISSN: 0025-1909
Year: 1995
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Product innovation and start-up business market share performance
Article Abstract:
The effect of product innovation characteristics on start-up businesses' market share was investigated. The sample, which was obtained from the Strategic Planning Institute, consisted of 144 firms in the first two years of business and 94 firms in the third and fourth year of business. The results suggested that the relative advantage of a product had the greatest effect on market share.
Publication Name: Management Science
Subject: Business, general
ISSN: 0025-1909
Year: 1990
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