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Managing distal searches and its diminishing returns to service solution provision competence
conference contribution
posted on 2023-05-24, 14:50 authored by O'Cass, AG, Heirati, N, Siahtiri, VProfessional service firms (PSFs) offer knowledge intensive business services in the form of service solutions. The provision of service solutions is challenging for PSFs because of the innovative and customised nature of their services. To examine how PSFs address the challenge of creating service solutions that satisfy customers’ needs, we examine distal knowledge search effect on their service solution provision competence (SSP competence) and impact of the level of strategic flexibility and employee collaboration on SSP competence. We show that distal knowledge search by PSFs at low or high level has a diminishing return to their SSP competence. Further, being strategically flexible with knowledge resources is beneficial in driving the PSFs’ SSP competence to achieve stronger customer satisfaction outcomes. However, employee collaboration does not foster the effect of distal knowledge search on SSP competence.
History
Publication title
Proceedings of ANZMAC 2015: Innovation and Growth Strategies in MarketingPagination
670Department/School
TSBEPublisher
ANZMACPlace of publication
AustraliaEvent title
ANZMAC 2015: Innovation and Growth Strategies in MarketingEvent Venue
Sydney, AustraliaDate of Event (Start Date)
2015-11-30Date of Event (End Date)
2015-12-02Repository Status
- Restricted