Linking Resource-Based Strategies to Customer-Focused Performance for Professional Services: A Structural Equation Modelling Approach

Ming-Lu Wu
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Ming-Lu Wu: United International College, Beijing Normal University - Hong Kong Baptist University, China

International Journal of Management, Knowledge and Learning, 2013, vol. 2, issue 2, 165-184

Abstract: This paper links professional service firms’ resource-based strategies to their customer-focused performance for formulating service quality improvement priorities. The research applies the structural equation modelling approach to survey data from Hong Kong construction consultants to test some hypotheses. The study validates the various measures of firms’ resource-based strategies and customer-focused performance and bridges the gaps in firms’ organizational learning, core competences and customer-focused performance mediated by their strategic flexibility. The research results have practical implications for professional service firms to deploy resources appropriately to first enhance different competences and then improve customerfocused performance using their different competences.

Keywords: organizational learning; core competences; strategic flexibility; customer satisfaction; structural equation model; professional services (search for similar items in EconPapers)
Date: 2013
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