Critical processes of knowledge management and value for the internal and external customers

Ignacio Cepeda-Carrión, Silvia Martelo-Landroguez, Antonio Luis Leal-Rodríguez, Antonio Leal-Millán

Research output: Chapter in Book/Report/Conference proceedingConference contributionAcademicpeer-review

Abstract

Firms are continually looking for new ways to get the best results. In this study, the focus is on the relationship between absorptive capacity (ACAP) and customer value (CV), proposing a multiple mediation model to analyze this relationship.The study's contribution to the literature is to examine, empirically, the antecedents and determinants of this variable in greater depth. Thus, the research fills a gap in the literature through its analysis of the mediating role of knowledge stock (KS) and the knowledge application (KA). This study applies variance-based structural equation modeling via partial least squares to a sample of 151branch office managers from the Spanish banking industry. The results show that both the direct effect and indirect effect, through the mediation of KS and KA, are significant in the relationship between ACAP and CV.
Original languageEnglish
Title of host publicationProceedings of the 2nd International Symposium on Partial Least Squares Path Modeling
Subtitle of host publicationThe Conference for PLS Users
EditorsJörg Henseler, Christian Ringle, José Roldán, Gabriel Cepeda
Place of PublicationEnschede
PublisherUniversity of Twente
Number of pages16
ISBN (Print)9789036540568
DOIs
Publication statusPublished - 2015
Externally publishedYes
Event2015 PLS User Conference: 2nd International Symposium on Partial Least Squares Path Modeling - The Conference for PLS Users - Seville, Spain
Duration: 16 Jun 201519 Jun 2015

Conference

Conference2015 PLS User Conference
Country/TerritorySpain
CitySeville
Period16/06/1519/06/15

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