The impact of company learning and growth capabilities on the customer‐related performance
Bibliographic record
Abstract
Purpose The purpose of this paper is to investigate the relationship between a company's customer‐related performance and its learning and growth capabilities. Design/methodology/approach Four banks in Taiwan – Citibank, Chinatrust, Taipei Fubon Bank and Taiwan HSBC – have recently applied the Balanced Scorecard (BSC) perspective to their customer service. This research was designed to use the data of these sample banks and analyze it to build the theoretical relationship. Findings The results reveal that a company's customer‐related performance is positively associated with the interactions of its Human Resource Service Capability (HRSC), Information Technology Service Capability (ITSC) and Marketing Service Capability (MKSC). Originality/value This paper contributes to the literature by providing empirical evidence that when an organization establishes and raises levels of company learning and growth capabilities by using HR‐service capability, IT‐service capability, and MK‐service capability, conjoint effects of these result in a favorable interaction relationship and thus can help achieve a higher level of customer‐related performance.
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How this classification was reachedexpand
Full frame machine prediction
Teacher imitationNot calibrated prevalence, not ground truth. Human validation pending. The Gemma side is a direct model label for every work in the frame, read from the title-only record. The Codex side is a classifier learned from the 10,348 direct Codex labels and calibrated to design-weighted sample rates; fields without enough sample support carry no Codex call. Candidate is the union of the two sides; consensus is their intersection. These outputs are machine_predicted_unvalidated and are not human labels.
Distilled classifier scores by category (both heads)
| Category | Codex | Gemma |
|---|---|---|
| Metaresearch | 0.002 | 0.011 |
| Meta-epidemiology (narrow) | 0.000 | 0.000 |
| Meta-epidemiology (broad) | 0.000 | 0.000 |
| Bibliometrics | 0.001 | 0.001 |
| Science and technology studies | 0.000 | 0.001 |
| Scholarly communication | 0.002 | 0.001 |
| Open science | 0.000 | 0.001 |
| Research integrity | 0.000 | 0.001 |
| Insufficient payload (model declined to judge) | 0.004 | 0.000 |
Machine scores (provisional)
The two teacher heads of the student model, read on this work. A score orders the frame for review; it never asserts a category, and the validation status ships verbatim with every row.
Baseline scores from an immature model (maturity gate not passed, 7 training rounds). Scores rank; they never assert a category.
score_only:v0-immature-baseline · verbatim from the scoring run: score_only means the number may rank works, and no category label ships from itClassification
machine, unvalidatedMachine predicted; a candidate call from one source (direct Gemma or distilled Codex), not a consensus.
How this classification was reached, model by model and score by score, is at the end of the page under "How this classification was reached".