Inter-team coordination activities as a source of customer satisfaction
Datos Bibliográficos
| ID | 9888772 |
|---|---|
| Autores | Véronique Ambrosini (0000-0002-7074-211X, Strategic Management, Cranfield School of Management, autor de correspondencia), Cliff Bowman (Cranfield School of Management,, autor de correspondencia), Sarah Burton-Taylor (Web Usability Partnership, autor de correspondencia) |
| Año | 2007 |
| Volumen | 60 |
| Número | 1 |
| Páginas | 59-98 |
| Fecha de publicación | 2007-01-01 |
| Peer Reviewed | Sí |
| Open Access | Sí |
| Tipo | ARTICLE |
| Revista | Human Relations (JOURNAL) |
| Identificadores de la revista | ISSN: 0018-7267 • E-ISSN: 1741-282X |
| Editorial | SAGE Publications (PUBLISHER • US) |
| DOI | 10.1177/0018726707075283 |
| OpenAlex | W2164394098 |
| Idioma | EN |
| Citas recibidas | 6 |
| Referencias citadas | 60 |
This article reports the results of a micro-level study into firm resources. It involved a comparative qualitative study of the activities contributing to service delivery in two similar but differentially performing divisions, one perceived by customers to be a high quality provider, the other a lower quality provider. The results indicate that there were differences in the incidence of inter-team coordination activities and that effective inter-team coordination was a critical factor in delivering increased customer satisfaction. This suggests that these activities, by causing staff to interact across internal boundaries, may constitute a resource advantage. We propose that these activities are critical for both the coordination of service delivery activities and knowledge exchange, and that contextual factors may have an impact on these activities. The study makes a contribution to the resource-based view and strategy as practice literatures and illustrates how a practice-orientated approach can inform the resource-based view
Business · Customer satisfaction · Knowledge management · Process management · Quality (philosophy · Resource (disambiguation · Service (business · Service delivery framework · Service quality · Computer Science · Customer Service Quality and Loyalty · Innovation and Knowledge Management · Marketing · Service and Product Innovation
From Intended Strategies to Unintended Outcomes
Strategic assets and organizational rent
The firm as a distributed knowledge system
Symbolism and Strategic Change in Academia
Beyond Self-Management
Of strategies, deliberate and emergent
Understanding Human Competence at Work
Core capabilities and core rigidities
Is the Resource-Based “View” a Useful Perspective for Strategic Management Research?
Exploring internal stickiness
Organizational Restructuring and Middle Manager Sensemaking.
Social Structure of “Coopetition” Within a Multiunit Organization
Boundary Spanning Individuals
Knowing in Practice
Firm resources and sustained competitive advantage
Firm Resources and Sustained Competitive Advantage
Sage Handbook of Qualitative Research
Managing Experts and Competing through Innovation
Handbook of Qualitative Research
Interlocking Interactions, the Diffusion of Innovations in Health Care
Strategy as Practice
Naturalistic inquiry
Strategy as Practice
Research Methods and Organization Studies
Organizational Psychology
| Obras citantes distintas | 6 |
|---|---|
| Citas por año | 0,32 |
| Intervalo de citas | 2007 - 2017 (11) |
| Velocidad de citación | historical |
| Altamente citado | No |
| Tipos de cita | Neutras: 6 |