Customer Relationship as a Competitive Advantage in a High Performing Organization and the Impact of Change

Research output: Contribution to conferenceConference paper presented at Conference (not in Proceedings)

Abstract

This study examines the variations in the customer perspective and customer relationship (CR) of a High Performance Work System (HPWS) under the conditions of change resulting from a takeover. It investigates a recently acquired Australian telecommunication company that is characterized as having an HPWS environment. Using both qualitative and qualitative research method, findings demonstrate that the existence of an HPWS environment in the organization helped the employees to develop and build on firm-specific knowledge that significantly contributes towards improved CR (that could be seen as a competitive advantage) and high performance of the organization in both pre and post takeover. The acquisition seems to have had no negative impact on CR in the high performing environment.
Original languageEnglish
Pages1-20
Number of pages20
Publication statusPublished - 2011
Externally publishedYes
Event8th European Network for Research in Organizational and Accounting Change (ENROAC) Conference - , Portugal
Duration: 1 Jun 20113 Jun 2011
http://ibs.iscte-iul.pt/index.php?pt=noticias&op=OP_SHOW_DETAIL&id=312

Conference

Conference8th European Network for Research in Organizational and Accounting Change (ENROAC) Conference
CountryPortugal
Period1/06/113/06/11
Internet address

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  • Cite this

    Razi, N. (2011). Customer Relationship as a Competitive Advantage in a High Performing Organization and the Impact of Change. 1-20. Paper presented at 8th European Network for Research in Organizational and Accounting Change (ENROAC) Conference, Portugal.