THE IMPACT OF ORGANIZATIONAL RESOURCES ON CUSTOMERS SATISFACTION
Received: 29th November 2021; Revised: 04th December 2021, 23rd December 2021, 6th March 2022; Accepted: 07th March 2022
Keywords:Resource-Based View, Human Resources, Physical Resources, Organizational Resources, Competitive Advantage, Cram School, Satisfaction
This study examines how organizational resources and competencies endow the competitive advantage. Often organizations align resources and capabilities to achieve their goal. Drawing on a resource-based view, we come to identify key resources that help the organization execute its business strategy and capture customer satisfaction. In four separate surveys, we firstly identify resources to execute a business plan. We examine those resources in a more elaborate survey to capture the most valuable resources. Further, customers’ satisfaction is also surveyed. Results show that at first customers value organizational resources. Second, when human resources are much clear, customers tend to favour human resources over organizational and physical resources. The implication of this discovery for the organization is also discussed.
Alexy, O., West, J., Klapper, H., and Reitzig, M. (2018). Surrendering control to gain advantage: Reconciling openness and the resource-based view of the firm, Strategic Management Journal, 39, 1704–1727. https://doi.org/10.1002/smj.2706
Barney, J. (1991). Firm resources and sustained competitive advantage, Journal of Management, 17 (1), 99–120. https://doi.org/10.1177/014920639101700108
Barney, J. (2018). Why resource-based theory's model of profit appropriation must incorporate a stakeholder perspective, Strategic Management Journal, 39, 3305–3325. https://doi.org/10.1002/smj.2949
Becker, G. S. (1962). Investment in human capital: a theoretical analysis, The Journal of Political Economy, 70 (5), 9–49. https://doi.org/10.1086/258724
Day, G., & Liam F. (1988). Valuing Market Strategies, Journal of Marketing, 52, 45–57. https://doi.org/10.1177/002224298805200305
Day, G. S. (1994). The Capabilities of Market-Driven Organizations, Journal of Marketing, 58 (4), 37-52. https://doi.org/10.1177/002224299405800404
D’Oria, L., Crook, T. R., Ketchen Jr, D. J., Sirmon, D. G., & Wright, M. (2021). The evolution of resource-based inquiry: A review and meta-analytic integration of the strategic resources–actions–performance pathway. Journal of Management, 47(6), 1383-1429. https://doi.org/10.1177/0149206321994182
Fornell, C. (1992). A National Customer Satisfaction Barometer: the Swedish Experiences of Individual Employees, Managing Service Quality, 14 (1), 40-57. https://doi.org/10.1108/09604520410513668
Fombrun, C. (1996). Reputation: Realizing Value from the Corporate Image. Harvard Business School Press, Harvard, MA.
Gerhart, B. & Feng, J. (2021). The Resource-Based View of the Firm, Human Resources, and Human Capital: Progress and Prospects. Journal of Management, 47 (7), 1796-1819.
Giese, J. L. & Cote, J. A. (2000). Defining consumer satisfaction. Academy of Marketing Science Review. Retrieve from: http://www.amsreview.org/articles/giese01-2000.pdf.
Hooley, G., Shipley, D., John Fahy, Tony Cox, Joszef Beracs & Kristina Kolos (1996). Foreign direct investment in Hungary: Resource acquisition and domestic competitive advantage. Journal of International Business Studies, 27, 683-710. https://doi.org/10.1057/palgrave.jibs.8490149
Kaufman, B. E. (2015). The RBV theory foundation of strategic HRM: critical flaws, problems for research and practice, and an alternative economics paradigm. Human Resource Management Journal, 25, 516-540.
Kotler, P. (2000). Marketing Management, 10th ed., New Jersey, Prentice-Hall.
May, R. (1969). Love and will (1st Ed.). New York: Norton.
Mayeroff, M. (1971). On caring (1st U.S. Ed.). New York: Harper & Row
Mincer, J. (1958). Investment in human capital and personal income distribution, The Journal of Political Economy, 66 (4), 281–302. https://doi.org/10.1086/258055
Ministry of Education (2016). The Plan to Promote 12 years Compulsory Education – The Nationals’ Rights; The Country’s Responsibility.
Moore, T. (1992). Care of the soul: A guide for cultivating depth and sacredness in everyday life (1st Ed.). New York: HarperCollins.
Nagano, H. (2020). The growth of knowledge through the resource-based view. Management Decision, 58 (1), 98-111. https://doi.org/10.1108/MD-11-2016-0798
Noddings, N. (2005). The challenge to care in schools: An alternative approach to education (2nd Ed.). New York: Teachers College Press.
Porter, M. E. (1980). Competitive Strategy: Techniques for Analyzing Industries and Competitors with a new introduction. The Free Press, New York.
Oliver, R. L. (1993). Cognitive, Affective, and Attribute Bases of the Satisfaction Response. Journal of Consumer Research, 20, 418-430. https://doi.org/10.1086/209358
Peteraf, M. A., & Barney, J. B. (2003). Unraveling the resource-based tangle. Managerial and Decision Economics, 24(4), 309–323. https://doi.org/10.1002/mde.1126
Porter, M., (1981). The Contribution of Industrial Organization to Strategic Management, Academy of Management Review, 3, 249-266.
Prahalad, C., & Hamel, G. (1990). The Core Competence of the Corporation, Harvard Business Review, 90, 79-91.
Prescott, E. R., & Visscher, M. (1980). Organization Capital, The Journal of Political Economy, 88, 446-461. https://doi.org/10.1086/260879
Schultz, T. W. (1961). Investment in human capital, The American Economic Review, 51, (1), 1–17.
Teece, D. J., Pisano, G. & Shuen, A. (1997). Dynamic Capabilities and Strategic Management, Strategic Management Journal, 18 (7), 509–533. https://doi.org/10.1002/(SICI)1097-0266(199708)18:7<509::AID-SMJ882>3.0.CO;2-Z
Tanur, J.M. (1982). Advances in methods for large-scale surveys and experiments, in R. Mcadams, N. J. Smelser, & D. J. Treiman (eds.), Behavioral and Social Science Research: A National Resource, Part II. Washington, D.C.: National Academy Press.
Woodhall, M. (2001). Human Capital: educational aspects, in N. J. SMELSER & P. B. BALTES International Encyclopedia of the Social & Behavioral Sciences, 10, 6951-6955. https://doi.org/10.1016/B0-08-043076-7/02469-4
How to Cite
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.