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Managing distal searches and its diminishing returns to service solution provision competence


O'Cass, AG and Heirati, N and Siahtiri, V, Managing distal searches and its diminishing returns to service solution provision competence, Proceedings of ANZMAC 2015: Innovation and Growth Strategies in Marketing, 30 November - 2 December 2015, Sydney, Australia, pp. 670. (2015) [Conference Extract]

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Professional 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.

Item Details

Item Type:Conference Extract
Keywords:Professional Services, Distal Search, Strategic Flexibility, Employee Collaboration
Research Division:Commerce, Management, Tourism and Services
Research Group:Marketing
Research Field:Marketing management (incl. strategy and customer relations)
Objective Division:Economic Framework
Objective Group:Management and productivity
Objective Field:Marketing
UTAS Author:O'Cass, AG (Professor Aron O'Cass)
UTAS Author:Siahtiri, V (Ms Vida Siahtiri)
ID Code:107842
Year Published:2015
Deposited By:TSBE
Deposited On:2016-03-30
Last Modified:2017-12-06

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