Hanny Nasution

Organisational capabilities: antecedents and implications for customer value

Purpose – The paper aims to investigate the cultural and implementation organisational capabilities that contribute to provision of superior customer values through operationalising customer value from both the business and customer perspectives.Design/methodology/approach – Two samples were developed: one for hotel managers (n=231) and the other for hotel guests (n=385). Data for the organisational capabilities were collected from managers; data for customer value were collected from both managers and customers. Two models were tested with respect to the relationship between cultural capabilities and implementation on customer value.Findings – The results indicate that, among the cultural variables, integrated market orientation and intrapreneurship are significantly and positively related to customer value. The implementation capabilities, human resources practices and innovation are significantly related to customer value as seen by managers, but none of these was significant when regressed on customer...

Coaligning Service Quality Attributes and its Implication to Customer Value

This study applies coalignment in the service context. The paper investigates the coalignment of aspects of service quality to provide customer value. It is argued that service quality must be seen as a gestalt i.e. performing well on an attribute of service quality is good, but coaligning several service attributes is even better. A self completed questionnaire was used to collect data from hotel guests of selected hotels in Indonesia. The effective response rate was 70% giving a sample of 385. The results indicate that the coalignment of attributes of service quality has significant implications for customer value and that the coalignment model is significantly superior to a direct effects model. This study provides empirical support for the configuration theory and specifically contributes understanding of the service quality-customer value linkage. This study contributes to addressing this research gap in the literature by applying configuration theory to service quality. This study suggests that managers must look at service quality as a gestalt because various quality aspects do not substitute or compensate for each other although they are mutually reinforcing.