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Measuring the Core Competencies of Service Businesses: A Resource-Based View

机译:测量服务业务的核心竞争力:基于资源的视图

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Recently, more and more organizations attempt to provide service businesses to increase their customer satisfaction, organizational profit, and market share. Despite service businesses have contributed to the economic growth and employment in many countries, their productivity growth is still stagnating. In the resource-based view (RBV), the resources and capabilities of an organization are seen as the leverage for developing the core competencies, which are the key to create and sustain its competitive advantage. To quote an old sage: �No measurement, no management.” Measuring the core competencies of service businesses is vital to the competitive advantages of organizations around the world. Based on the RBV, this paper aims at proposing a model to measure and improve the core competencies of service businesses, with various indexes of the resources and capabilities. The model encompasses the recently proposed Service Innovation Capability Maturity Model (SICMMTM) and will be illustrated through case studies. Finally, recommendation for practice will be presented and discussed.
机译:最近,越来越多的组织试图提供服务业务,以提高客户满意度,组织利润和市场份额。尽管服务业务有助于许多国家的经济增长和就业,但其生产力增长仍然停滞不前。在基于资源的视图(RBV)中,组织的资源和能力被视为开发核心竞争力的杠杆,这是创造和维持其竞争优势的关键。引用一个旧的圣人:â€?没有测量,无管理。”衡量服务业务的核心竞争力对于世界各地组织的竞争优势至关重要。基于RBV,本文旨在提出衡量和提高服务业务核心竞争力的模型,具有各种资源和能力指标。该模型包括最近提出的服务创新能力成熟度模型(SICMMTM),并将通过案例研究进行说明。最后,将提出和讨论做法的建议。

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