Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/13393
Title: Examining the influence of organizational capability in innovative business operations and the mediation of profitability on customer satisfaction : an application in intermodal transport operators in Taiwan
Authors: Lun, YHV 
Shang, KC
Lai, KH 
Cheng, TCE 
Keywords: Customer satisfaction
Intermodal transport operators
Organizational capability
Profitability
Issue Date: 2015
Publisher: Elsevier
Source: International journal of production economics, 2015 How to cite?
Journal: International journal of production economics 
Abstract: Implementation of business model innovation to meet customer needs and market requirements is closely linked with organizational capability. However, the literature remains unclear about the influence of different categories of organizational capability on performance outcomes. While organizational capability enhancement may generate higher revenues, it may also incur higher operating costs. As profitability comprises both cost and revenue components, it is imperative that profitability be taken into consideration in exploring the relationship between organizational capability and customer satisfaction. Using empirical data collected from intermodal transport operators in Taiwan, the relationship between organizational capability and customer satisfaction as well as the mediating role of profitability in this relationship is examined. Our findings suggest that organizational capability is positively associated with firm profitability and customer satisfaction. The findings suggest that profitability mediates the relationship between organization capability and customer satisfaction.
URI: http://hdl.handle.net/10397/13393
ISSN: 0925-5273
DOI: 10.1016/j.ijpe.2015.02.019
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