Building Internal Competencies, Capabilities, and Capacity to Deliver Great Customer Experiences

Rouxelle de Villiers and Linda Coleman
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Rouxelle de Villiers: University of Waikato, New Zealand
Linda Coleman: Salem State University, U.S.A.

International Journal of Business and Economics, 2017, vol. 16, issue 3, 319-321

Abstract: Building internal competency within an organization can be very effective when managed well. It can eliminate or reduce costs due to failure, help build support, and even establish ongoing change management in the organization, thus enhancing competitive advantages and delivering customer equity.

Keywords: brand reputation capabilities; competencies; employee empathy; service excellence (search for similar items in EconPapers)
Date: 2017
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Citations: View citations in EconPapers (3)

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