Examining the influence of organizational capability in innovative business operations and the mediation of profitability on customer satisfaction: An application in intermodal transport operators in Taiwan

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• 作者：Y.H. Venus Lun^a ; ^{venus.lun@polyu.edu.hk" class="auth_mail" title="E-mail the corresponding author} ; Kuo-chung Shang^b ; ^{gordon@mail.ntou.ted.tw" class="auth_mail" title="E-mail the corresponding author} ; Kee-hung Lai^a ; ^{mike.lai@polyu.edu.hk" class="auth_mail" title="E-mail the corresponding author} ; T.C.E. Cheng^a ; ^{edwin.cheng@polyu.edu.hk" class="auth_mail" title="E-mail the corresponding author}
• 关键词：Intermodal transport operators ; Organizational capability ; Profitability ; Customer satisfaction
• 刊名：International Journal of Production Economics
• 出版年：2016
• 出版时间：January 2016
• 年：2016
• 卷：171
• 期：part_P2
• 页码：179-188
• 全文大小：353 K

文摘

Implementation of business model innovation to meet customer needs and market requirements is closely linked with organizational capability. However, the literature remains unclear about the influence of different categories of organizational capability on performance outcomes. While organizational capability enhancement may generate higher revenues, it may also incur higher operating costs. As profitability comprises both cost and revenue components, it is imperative that profitability be taken into consideration in exploring the relationship between organizational capability and customer satisfaction. Using empirical data collected from intermodal transport operators in Taiwan, the relationship between organizational capability and customer satisfaction as well as the mediating role of profitability in this relationship is examined. Our findings suggest that organizational capability is positively associated with firm profitability and customer satisfaction. The findings suggest that profitability mediates the relationship between organization capability and customer satisfaction.