원문정보
The Effect of Relationship Orientation to Customers on Learning and Innovation Capability in Banks
초록
영어
This study seeks to advance the customer relationship perspective by examining the role of managing customer relationship in accelerating organizational learning and innovation capability in the commercial banks. Building on the literature of transaction and relationship marketing, we propose that information or knowledge derived from customers increases the likelihood that banks enhance their organization learning and facilitate innovations. Using 141 questionnaires from the commercial banks in Korea, this study confirms that relationship orientation of a commercial bank is directly related to learning and innovation capability. It also presents the mediating effect of learning capability in the casual effect between relationship orientation and innovation capability. We believe that this research is a timely response to a call for the study of interactive effects among customer relationship, organizational learning, and innovativeness.
목차
Ⅱ. 이론적 배경과 연구가설
Ⅲ. 연구방법
Ⅳ. 분석 결과 및 논의
Ⅴ. 요약 및 시사점
참고문헌
Abstract