- Title
- Role of quality management capabilities in developing market-based organisational learning capabilities: case study evidence from four Indian business process outsourcing firms
- Creator
- Malik, Ashish; Sinha, Ashish; Blumenfeld, Stephen
- Relation
- Industrial Marketing Management Vol. 41, Issue 4, p. 639-648
- Publisher Link
- http://dx.doi.org/10.1016/j.indmarman.2011.06.037
- Publisher
- Elsevier
- Resource Type
- journal article
- Date
- 2012
- Description
- Business-to-business marketing literature acknowledges the value firms, including business process outsourcing firms, realise through their supplier networks. Such value realisation is often possible through a dynamic exchange of complementary organisational capabilities between a firm and its network partners. However, little is known about how outsourcing firms develop these capabilities and thus realise value. This paper addresses an unexplored theoretical gap of developing market-based organisational learning capabilities in business process outsourcing firms. Using a capabilities lens, this study assesses the impact of quality management capabilities in developing market-based organisational learning capability. Findings from a case study of four business process outsourcing firms in India suggest that effective knowledge transfer, diffusion and the development of market-based organisational learning capabilities are contingent upon the strength of a firm's quality management capabilities. Implications for theory and practice are discussed.
- Subject
- quality management capabilities; market orientation; India; market-based organizational learning capabilities; business-to-business marketing
- Identifier
- http://hdl.handle.net/1959.13/1306502
- Identifier
- uon:21196
- Identifier
- ISSN:0019-8501
- Language
- eng
- Full Text
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