Exploring the role of customer heterogeneity in innovation-based competitive strategy: A dynamic capabilities perspective
Wijekoon, Wijekoon Mudiyanselage Amali Kamani (2020) Exploring the role of customer heterogeneity in innovation-based competitive strategy: A dynamic capabilities perspective. PhD by Publication, Queensland University of Technology.
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Wijekoon Wijekoon Thesis
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Description
This study examines how customer heterogeneity can be a useful resource for innovations in service sector. Heterogeneity among customers can be seen in relation to their needs, knowledge and relationships with the service provider. Using the dynamic capability view, this study states that firms require knowledge integration capabilities to identify, capture and combine customer heterogeneity related knowledge with firm’s know how. Successful knowledge integration leads to innovations and ultimately enhanced firm performance. The findings of this study assist managers to view customer heterogeneity as a resource rather than a problem to mitigate.
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| ID Code: | 206453 |
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| Item Type: | QUT Thesis (PhD by Publication) |
| Supervisor: | Salunke, Sandeep & Mohannak, Kavoos |
| Keywords: | Customer heterogeneity, Competitive strategy, Architectural innovation, Modular innovation, Integrative capabilities, Dynamic capabilities, Service sector |
| DOI: | 10.5204/thesis.eprints.206453 |
| Divisions: | Past > QUT Faculties & Divisions > QUT Business School Current > Schools > School of Management |
| Institution: | Queensland University of Technology |
| Deposited On: | 30 Nov 2020 12:47 |
| Last Modified: | 20 Jan 2025 00:42 |
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