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    Power, resource dependencies and capabilities in intercultural B2B relationships

    Access Status
    Fulltext not available
    Authors
    Malik, A.
    Ngo, L.
    Kingshott, Russel
    Date
    2018
    Type
    Journal Article
    
    Metadata
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    Citation
    Malik, A. and Ngo, L. and Kingshott R. 2018. Power, resource dependencies and capabilities in intercultural B2B relationships. Integrating social issues and customer engagement to drive loyalty in a service organisation. 32 (5): pp. 629-642.
    Source Title
    Integrating social issues and customer engagement to drive loyalty in a service organisation
    DOI
    10.1108/JSM-01-2018-0006
    ISSN
    0887-6045
    School
    School of Marketing
    URI
    http://hdl.handle.net/20.500.11937/69933
    Collection
    • Curtin Research Publications
    Abstract

    Purpose: This exploratory study aims to analyse the influence of organisational resources and capabilities on relationship quality and firm performance in the context of high-technology offshore outsourcing service vendors. Design/methodology/approach: Using a qualitative case study design, data from four offshore business process and information technology outsourcing firms were analysed. Findings: Findings highlight that resource dependence, cultural orientation and the vendor’s resources and capabilities strengthen relationship quality and affect firm performance. Originality/value: The distinctive contribution of this study lies in identifying key organisational mechanisms that improve relationship quality and firm performance, as well as help to understand the adverse effects of ethnocentricity and power faced by vendors and subsidiaries within diverse intercultural contexts. Study limitations and future research directions, along with implications for theory and practice, are also discussed.

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