The strategic learning organization: Connecting company capabilities and customer loyalties.

Format:

Book

Thesis/Dissertation

Author/Creator:

Dapena-Barón, Marta.

Contributor:

Supovitz, Jonathan, committee member.

Ryan, Joseph, committee member.

Lee, Angela, committee member.

Riggan, Matthew, committee member.

Riggan, Matthew, advisor.

University of Pennsylvania. Work-Based Learning Leadership.

Language:

English

Subjects (All):

Organizational sociology.

Marketing.

0338.

0703.

Penn dissertations--Work-Based Learning Leadership.

Work-Based Learning Leadership--Penn dissertations.

Local Subjects:

Penn dissertations--Work-Based Learning Leadership.

Work-Based Learning Leadership--Penn dissertations.

0338.

0703.

Physical Description:

197 pages

Contained In:

Dissertation Abstracts International 74-12A(E).

System Details:

Mode of access: World Wide Web.

text file

Summary:

This research study offers a multidisciplinary and integrative perspective of customer loyalty and organizational capability building through learning processes. The overall objective of this work is to integrate the company core capability and customer loyalty constructs. Following a mixed methods approach, this study first develops, tests, and validates a multidimensional psychometric scale to measure customer loyalty. This multidimensional loyalty categorizes customer-company relationships in a way that provides operational guidance to managers regarding how to serve customers depending on the type of relationship they hold with the firm. The research then uses qualitative methods to examine the organizational learning capabilities that contribute to loyalty in the firm and how loyalty conceptualizations drive capability development. The added value of the contribution to the fields of marketing and organizational learning lies in the integrative nature of the research. Both customer loyalty and company core capabilities have been addressed in previous research, but the learning linkages between these two constructs have not been studied in detail before. By connecting company core competence to customer loyalty, the work provides specific guidance to managers who wish to more purposefully and effectively measure and impact the loyalty mix of the brand and promote differentiated organizational learning. This research develops and explains three core capability types and three customer-company relationship types and explores their linkages.

Notes:

Thesis (Ed.D. in Education) -- University of Pennsylvania, 2013.

Source: Dissertation Abstracts International, Volume: 74-12(E), Section: A.

Adviser: Matthew Riggan.

Local Notes:

School code: 0175.

ISBN:

9781303332616

Access Restriction:

Restricted for use by site license.