Chia Nan University of Pharmacy & Science Institutional Repository:Item 310902800/27565
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    標題: The impact of customer knowledge capability and relational capability on new service development performance: The case of health service
    作者: Weng, Rhay-Hung
    Huang, Ching-Yuan
    貢獻者: 醫務管理系
    關鍵字: New Service Development
    Customer Relationship
    Customer Knowledge
    Knowledge Integration
    Knowledge Creation
    Health Services
    日期: 2012-09
    上傳時間: 2014-03-21 16:13:40 (UTC+8)
    出版者: Econtent Management
    摘要: This study intends to explore the impact of the customer knowledge integration capability, customer knowledge absorptive capability, customer knowledge creation capability, and customer relationship capability on new service development (NSD) performance for Taiwan's hospitals from customer knowledge and customer relationship perspectives. We employ the self-administered mail survey to collect research data and select self-pay medical service managers or top managers as key informants. After testing the fitness of sample representativeness, non-response error, common method variance, reliability, and validity, we adopt structure equation model to test the research model. Empirical results indicate the customer knowledge absorptive capability of a hospital is positively associated with NSD performance, and the customer knowledge integration capability of a hospital fully mediates the relationship between customer knowledge absorptive capability and NSD performance. However, customer relationship capability and customer knowledge absorptive capability both have positive influence on customer knowledge creation capability. Managerial and theoretical implications are discussed.
    關聯: Journal of Management & Organization v.18 n.5 pp.608-624
    显示于类别:[醫務管理系(所)] 期刊論文

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