The Impact of Company Learning and Growth Capabilities on the Customer Related Performance

Abstract

This study investigates the relationship between a company’s customer related performance and its learning and growth capabilities. Following balanced scorecard (BSC) perspective, a company’s learning and growth capabilities are viewed to comprise human resource service capability (HRSC), information technology service capability (ITSC), and marketing service capability (MKSC). A total of 400 questionnaires were distributed to managers in four Taiwanese banks that had applied the BSC perspective to their customer service operations. Multiple hierarchical regressions were used to analyze the data. The results reveal that a company’s customer related performance is positively associated with the interactions of its HRSC, ITSC, MKSC. Implications of the results are discussed in the paper.

Keywords: BSC, HR-service capability, IT-service capability, MK-service capability, customer related performance