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Building Internal Competencies, Capabilities, and Capacity to Deliver Great Customer Experiences

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  • Rouxelle de Villiers

    (University of Waikato, New Zealand)

  • Linda Coleman

    (Salem State University, U.S.A.)

Abstract

Building internal competency within an organization can be very effective when managed well. It can eliminate or reduce costs due to failure, help build support, and even establish ongoing change management in the organization, thus enhancing competitive advantages and delivering customer equity.

Suggested Citation

  • Rouxelle de Villiers & Linda Coleman, 2017. "Building Internal Competencies, Capabilities, and Capacity to Deliver Great Customer Experiences," International Journal of Business and Economics, School of Management Development, Feng Chia University, Taichung, Taiwan, vol. 16(3), pages 319-321, December.
    • Handle: RePEc:ijb:journl:v:16:y:2017:i:3:p:319-321
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    References listed on IDEAS

    as
    1. Verhoef, Peter C. & Lemon, Katherine N. & Parasuraman, A. & Roggeveen, Anne & Tsiros, Michael & Schlesinger, Leonard A., 2009. "Customer Experience Creation: Determinants, Dynamics and Management Strategies," Journal of Retailing, Elsevier, vol. 85(1), pages 31-41.
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    Cited by:

    1. Yung Tan & Ching-Wei Ho, 2019. "Influence of Taiwan Military’s Facebook Community and Organizational Identification on Members’ Attitude toward Joining the Military," International Journal of Business and Economics, School of Management Development, Feng Chia University, Taichung, Taiwan, vol. 18(1), pages 79-95, June.
    2. Yung Tan & Ching-Wei Ho, 2019. "Influence of Taiwan Military¡¦s Facebook Community and Organizational Identification on Members¡¦ Attitude toward Joining the Military," International Journal of Business and Economics, School of Management Development, Feng Chia University, Taichung, Taiwan, vol. 18(1), pages 79-96, June.
    3. Rakesh Gupta, 2019. "Entrepreneurship Orientation (EO), Resources, and Small Firm Growth: Evidence from India," International Journal of Business and Economics, School of Management Development, Feng Chia University, Taichung, Taiwan, vol. 18(1), pages 41-58, June.

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