Open Access

The Dynamism of the Environment — The Impact on Service Company Competitive Advantage from a CRM Dynamic Capabilities Perspective

   | Sep 17, 2023

Cite

Agyapong, A., Zamore, S., & Mensah, H. K. (2020). Strategy and performance: Does environmental dynamism matter? Journal of African Business, 21(3), 315–337. https://doi.org/10.1080/15228916.2019.1641304 AgyapongA. ZamoreS. MensahH. K. 2020 Strategy and performance: Does environmental dynamism matter? Journal of African Business 21 3 315 337 https://doi.org/10.1080/15228916.2019.1641304 Search in Google Scholar

Baburoglu, O. N. (1988). The Vortical Environment: The Fifth in the Emery-Trist Levels of Organizational Environments, Human Relations, 41(3), 181–210. https://doi.org/10.1177/001872678804100301 BaburogluO. N. 1988 The Vortical Environment: The Fifth in the Emery-Trist Levels of Organizational Environments Human Relations 41 3 181 210 https://doi.org/10.1177/001872678804100301 Search in Google Scholar

Barney, J. B. (1991). Firm resources and sustained competitive advantage. Journal of Management, 17(1), 99–120. https://doi.org/10.1177/014920639101700108 BarneyJ. B. 1991 Firm resources and sustained competitive advantage Journal of Management 17 1 99 120 https://doi.org/10.1177/014920639101700108 Search in Google Scholar

Barrales-Molina, V., Martínez-Lopez, F. J., & Gázquez-Abad, J. C. (2014). Dynamic marketing capabilities: Toward an integrative framework. International Journal of Management Reviews, 16(4), 397–416. https://doi.org/10.1111/ijmr.12026 Barrales-MolinaV. Martínez-LopezF. J. Gázquez-AbadJ. C. 2014 Dynamic marketing capabilities: Toward an integrative framework International Journal of Management Reviews 16 4 397 416 https://doi.org/10.1111/ijmr.12026 Search in Google Scholar

Barreto, I. (2010). Dynamic capabilities: A review of past research and an agenda for the future. Journal of Management, 36(1), 256–280. https://doi.org/10.1177/0149206309350776 BarretoI. 2010 Dynamic capabilities: A review of past research and an agenda for the future Journal of Management 36 1 256 280 https://doi.org/10.1177/0149206309350776 Search in Google Scholar

Baum, J.R., & Wally, S. (2003). Strategic Decision Speed and Firm Performance. Strategic Management Journal, 24, 1107–1129. http://dx.doi.org/10.1002/smj.343 BaumJ.R. WallyS. 2003 Strategic Decision Speed and Firm Performance Strategic Management Journal 24 1107 1129 http://dx.doi.org/10.1002/smj.343 Search in Google Scholar

Bohling, T., Bowman, D., LaValle, S., Mittal, V., Narayandas, D., Ramani, G., & Varadarajan, R. (2006). CRM implementation: Effectiveness issues and insights. Journal of Service Research, 9(2), 184–194. https://doi.org/10.1177/1094670506293573 BohlingT. BowmanD. LaValleS. MittalV. NarayandasD. RamaniG. VaradarajanR. 2006 CRM implementation: Effectiveness issues and insights Journal of Service Research 9 2 184 194 https://doi.org/10.1177/1094670506293573 Search in Google Scholar

Boulding, W., Staelin, R., Ehret, M., & Johnston, W. J. (2005). A Customer Relationship Management roadmap: What is known, potential pitfalls, and where to go, Journal of Marketing, 69(4), 155–166. https://doi.org/10.1509/jmkg.2005.69.4.1 BouldingW. StaelinR. EhretM. JohnstonW. J. 2005 A Customer Relationship Management roadmap: What is known, potential pitfalls, and where to go Journal of Marketing 69 4 155 166 https://doi.org/10.1509/jmkg.2005.69.4.1 Search in Google Scholar

Bratnicka-Myśliwiec, K., Dyduch, W., & Bratnicki, M. (2019). Theoretical foundations of dynamic capabilities measurement: A multi-logic approach. Przegląd Organizacji, 12, 4–13. https://doi.org/10.33141/po.2019.12.01 Bratnicka-MyśliwiecK. DyduchW. BratnickiM. 2019 Theoretical foundations of dynamic capabilities measurement: A multi-logic approach Przegląd Organizacji 12 4 13 https://doi.org/10.33141/po.2019.12.01 Search in Google Scholar

Buttle, F. A. (2001). The CRM value chain, Marketing Business, February, 52–55. ButtleF. A. 2001 The CRM value chain Marketing Business February 52 55 Search in Google Scholar

Cao, Y., & Gruca, T. S. (2005). Reducing adverse selection through customer relationship management. Journal of Marketing, 69, 219–229. https://doi.org/10.1509/jmkg.2005.69.4.219 CaoY. GrucaT. S. 2005 Reducing adverse selection through customer relationship management Journal of Marketing 69 219 229 https://doi.org/10.1509/jmkg.2005.69.4.219 Search in Google Scholar

Coltman, T. R., Devinney, T. M., & Midgley, D. F. (2009). Customer Relationship Management and Firm Performance, INSEAD Working Paper Series, 18, 1–37. https://doi.org/10.2139/ssrn.1386484 ColtmanT. R. DevinneyT. M. MidgleyD. F. 2009 Customer Relationship Management and Firm Performance INSEAD Working Paper Series 18 1 37 https://doi.org/10.2139/ssrn.1386484 Search in Google Scholar

Couch, D. L., O’Sullivan, B., & Malatzky, C. (2021). What COVID-19 could mean for the future of “work from home”: The provocations of three women in the academy. Gender, Work & Organization, 28, 266–275. https://doi.org/10.1111/gwao.12548 CouchD. L. O’SullivanB. MalatzkyC. 2021 What COVID-19 could mean for the future of “work from home”: The provocations of three women in the academy Gender, Work & Organization 28 266 275 https://doi.org/10.1111/gwao.12548 Search in Google Scholar

Day, G. S. (2000). Capabilities for forging customer relationships. Marketing Science Institute, Cambridge. DayG. S. 2000 Capabilities for forging customer relationships Marketing Science Institute Cambridge Search in Google Scholar

Day, G. S. (2014). An outside-in approach to resource-based theories. Journal of the Academy of Marketing Science, 42(1), 27–28. https://doi.org/10.1007/s11747-013-0348-3 DayG. S. 2014 An outside-in approach to resource-based theories Journal of the Academy of Marketing Science 42 1 27 28 https://doi.org/10.1007/s11747-013-0348-3 Search in Google Scholar

Day, G.S., & Van den Bulte, C. (2002) Superiority in Customer Relationship Management: Consequences for Competitive Advantage and Performance. The Wharton School, University of Pennsylvania. Dess, G.G., & Beard, D.W. (1984) Dimensions of Organizational Task Environments. Administrative Science Quarterly, 29, 52–73. https://doi.org/10.2307/2393080 DayG.S. Van den BulteC. 2002 Superiority in Customer Relationship Management: Consequences for Competitive Advantage and Performance The Wharton School, University of Pennsylvania Search in Google Scholar

Dess, G.G., & Beard, D.W. (1984) Dimensions of Organizational Task Environments. Administrative Science Quarterly, 29, 52–73. https://doi.org/10.2307/2393080 DessG.G. BeardD.W. 1984 Dimensions of Organizational Task Environments Administrative Science Quarterly 29 52 73 https://doi.org/10.2307/2393080 Search in Google Scholar

Drnevich, P. L., & Kriauciunas, A. P. (2011). Clarifying the conditions and limits of the contributions of ordinary and dynamic capabilities to relative firm performance. Strategic Management Journal, 32(11), 254–279. https://doi.org/10.1002/smj.882 DrnevichP. L. KriauciunasA. P. 2011 Clarifying the conditions and limits of the contributions of ordinary and dynamic capabilities to relative firm performance Strategic Management Journal 32 11 254 279 https://doi.org/10.1002/smj.882 Search in Google Scholar

Duncan, R. B. (1972). Characteristics of organizational environments and perceived environmental uncertainty. Administrative Science Quarterly, 17(3), 313–327. https://doi.org/10.2307/2392145 DuncanR. B. 1972 Characteristics of organizational environments and perceived environmental uncertainty Administrative Science Quarterly 17 3 313 327 https://doi.org/10.2307/2392145 Search in Google Scholar

Eisenhardt, K. M., & Tabrizi, B. N. (1995). Accelerating Adaptive Processes: Product Innovation in the Global Computer Industry. Administrative Science Quarterly, 40, 84–110. http://dx.doi.org/10.2307/2393701 EisenhardtK. M. TabriziB. N. 1995 Accelerating Adaptive Processes: Product Innovation in the Global Computer Industry Administrative Science Quarterly 40 84 110 http://dx.doi.org/10.2307/2393701 Search in Google Scholar

Eisenhardt, K. M., & Martin, J. A. (2000). Dynamic capabilities: What are they? Strategic Management Journal, 21, 1105–1121. https://doi.org/10.1002/1097-0266(200010/11)21:10/11<1105::AID-SMJ133>3.0.CO;2-E EisenhardtK. M. MartinJ. A. 2000 Dynamic capabilities: What are they? Strategic Management Journal 21 1105 1121 https://doi.org/10.1002/1097-0266(200010/11)21:10/11<1105::AID-SMJ133>3.0.CO;2-E Search in Google Scholar

Emery, F. E., & Trist, E. L. (1965). The causal texture of organizational environments. Human Relations, 18(1), 21–32. https://doi.org/10.1177/001872676501800103 EmeryF. E. TristE. L. 1965 The causal texture of organizational environments Human Relations 18 1 21 32 https://doi.org/10.1177/001872676501800103 Search in Google Scholar

Eppink, D. J. (1978). Planning for Strategic Flexibility, Long Range Planning, 11, 9–18. EppinkD. J. 1978 Planning for Strategic Flexibility Long Range Planning 11 9 18 Search in Google Scholar

Haffer, R. (2012). Systemy pomiaru wyników działalności polskich przedsiębiorstw i ich wpływ na osiągane wyniki, Prace Naukowe Uniwersytetu Ekonomicznego we Wrocławiu, 265, 156–171. HafferR. 2012 Systemy pomiaru wyników działalności polskich przedsiębiorstw i ich wpływ na osiągane wyniki Prace Naukowe Uniwersytetu Ekonomicznego we Wrocławiu 265 156 171 Search in Google Scholar

Helfat, C. E., Finkelstein, S., Mitchell, W., Peteraf, M. A., Singh, H., & Winter, S. G. (2007). Dynamic Capabilities: Understanding strategic change in organizations, Malden, MA: Blackwell Publishing. HelfatC. E. FinkelsteinS. MitchellW. PeterafM. A. SinghH. WinterS. G. 2007 Dynamic Capabilities: Understanding strategic change in organizations Malden, MA Blackwell Publishing Search in Google Scholar

Hemmati, M., Feiz, D., Jalilvand, M. R., & Kholghi, I. (2016). Development of fuzzy two-stage DEA model for competitive advantage based on RBV and strategic agility as a dynamic capability. Journal of Modelling in Management, 11(1), 288–308. https://doi.org/10.1108/JM2-12-2013-0067 HemmatiM. FeizD. JalilvandM. R. KholghiI. 2016 Development of fuzzy two-stage DEA model for competitive advantage based on RBV and strategic agility as a dynamic capability Journal of Modelling in Management 11 1 288 308 https://doi.org/10.1108/JM2-12-2013-0067 Search in Google Scholar

Hooley, G. J., Greenley, G. E., Cadogan, J. W., & Fahy, J. (2005). The performance impact of marketing resources. Journal of Business Research, 58(1), 18–27. https://doi.org/10.1016/S0148-2963(03)00109-7 HooleyG. J. GreenleyG. E. CadoganJ. W. FahyJ. 2005 The performance impact of marketing resources Journal of Business Research 58 1 18 27 https://doi.org/10.1016/S0148-2963(03)00109-7 Search in Google Scholar

Jansen, J. J. P., Van Den Bosch, F. A. J., & Volberda, H. W. (2006). Exploratory Innovation, Exploitative Innovation, and Performance: Effects of Organizational Antecedents and Environmental Moderators. Management Science, 52, 1661–1674. http://dx.doi.org/10.1287/mnsc.1060.0576 JansenJ. J. P. Van Den BoschF. A. J. VolberdaH. W. 2006 Exploratory Innovation, Exploitative Innovation, and Performance: Effects of Organizational Antecedents and Environmental Moderators Management Science 52 1661 1674 http://dx.doi.org/10.1287/mnsc.1060.0576 Search in Google Scholar

Jantunen, A., Ellonen, H. K., & Johansson, A. (2012). Beyond appearances — Do dynamic capabilities of innovative firms actually differ? European Management Journal, 30(2), 141–155. https://doi.org/10.1016/j.emj.2011.10.005 JantunenA. EllonenH. K. JohanssonA. 2012 Beyond appearances — Do dynamic capabilities of innovative firms actually differ? European Management Journal 30 2 141 155 https://doi.org/10.1016/j.emj.2011.10.005 Search in Google Scholar

Kale, S. (2004). CRM failure and the seven deadly sins. Marketing Management, 13(5), 42–47. KaleS. 2004 CRM failure and the seven deadly sins Marketing Management 13 5 42 47 Search in Google Scholar

Kasiri, L. A., Guan Cheng, K. T., Sambasivan, M., & Sidin, S. M. (2017). Integration of standardization and customization: Impact on service quality, customer satisfaction, and loyalty. Journal of Retailing and Consumer Services, 35, 91–97. https://doi.org/10.1016/j.jretconser.2016.11.007 KasiriL. A. Guan ChengK. T. SambasivanM. SidinS. M. 2017 Integration of standardization and customization: Impact on service quality, customer satisfaction, and loyalty Journal of Retailing and Consumer Services 35 91 97 https://doi.org/10.1016/j.jretconser.2016.11.007 Search in Google Scholar

Keiningham, T. L., Aksoy, L., Malthouse, E. C., Lariviere, B., & Buoye, A. (2014). The cumulative effect of satisfaction with discrete transactions on share of wallet. Journal of Service Management, 25(3), 310–333. https://doi.org/10.1108/JOSM-08-2012-0163 KeininghamT. L. AksoyL. MalthouseE. C. LariviereB. BuoyeA. 2014 The cumulative effect of satisfaction with discrete transactions on share of wallet Journal of Service Management 25 3 310 333 https://doi.org/10.1108/JOSM-08-2012-0163 Search in Google Scholar

Khandwalla, P. N. (1977). The Design of Organizations. Harcourt Brace Jovanovich, New York. KhandwallaP. N. 1977 The Design of Organizations Harcourt Brace Jovanovich New York Search in Google Scholar

Lawrence, P. R. & Lorsch, J. W. (1967). Organization and Environment: Managing Differentiation and Integration. Irwin, Homewood. LawrenceP. R. LorschJ. W. 1967 Organization and Environment: Managing Differentiation and Integration Irwin Homewood Search in Google Scholar

Krijnen, H. G. (1979). The flexible firm, Long Range Planning, 12(2), 63–75. https://doi.org/10.1016/0024-6301(79)90074-8 KrijnenH. G. 1979 The flexible firm Long Range Planning 12 2 63 75 https://doi.org/10.1016/0024-6301(79)90074-8 Search in Google Scholar

Levinthal, D., & Rerup, C. (2006). Crossing an apparent chasm: bridging mindful and less-mindful perspectives on organizational learning, Organization Science, 17(4), 502–513. https://doi.org/10.1287/orsc.1060.0197 LevinthalD. RerupC. 2006 Crossing an apparent chasm: bridging mindful and less-mindful perspectives on organizational learning Organization Science 17 4 502 513 https://doi.org/10.1287/orsc.1060.0197 Search in Google Scholar

Lin, R. J., Chen, R. H., & Chiu, K. K. S. (2010). Customer relationship management and innovation capability: an empirical study, Industrial Management and Data Systems, 110(1), 111–133. LinR. J. ChenR. H. ChiuK. K. S. 2010 Customer relationship management and innovation capability: an empirical study Industrial Management and Data Systems 110 1 111 133 Search in Google Scholar

Liu, H. (2007). Development of a framework for customer relationship management (CRM) in the banking industry. International Journal of Management, 24(1), 15–32. LiuH. 2007 Development of a framework for customer relationship management (CRM) in the banking industry International Journal of Management 24 1 15 32 Search in Google Scholar

Maklan, S., & Knox, S. (2009). Dynamic capabilities: The missing link in CRM investments. European Journal of Marketing, 43(11/12), 1392–1410. https://doi.org/10.1108/03090560910989957 MaklanS. KnoxS. 2009 Dynamic capabilities: The missing link in CRM investments European Journal of Marketing 43 11/12 1392 1410 https://doi.org/10.1108/03090560910989957 Search in Google Scholar

March, J. G., & Levinthal, D. A. (1993). The myopia of learning. Strategic Management Journal, 14(S2), 95–112. http://dx.doi.org/10.1002/smj.4250141009 MarchJ. G. LevinthalD. A. 1993 The myopia of learning Strategic Management Journal 14 S2 95 112 http://dx.doi.org/10.1002/smj.4250141009 Search in Google Scholar

McCarthy, I. P., Lawrence, T. B., Wixted, B., & Gordon, B. R. (2010). A multidimensional conceptualization of environmental velocity. Academy of Management Review, 35(4), 604–626. https://doi.org/10.5465/amr.35.4.zok604 McCarthyI. P. LawrenceT. B. WixtedB. GordonB. R. 2010 A multidimensional conceptualization of environmental velocity Academy of Management Review 35 4 604 626 https://doi.org/10.5465/amr.35.4.zok604 Search in Google Scholar

Menguc, B., Auh, S., Yeniaras, V., & Katsikeas, C. S. (2017). The role of climate: Implications for service employee engagement and customer service performance. Journal of the Academy of Marketing Science, 45, 428–451. https://doi.org/10.1007/s11747-017-0526-9 MengucB. AuhS. YeniarasV. KatsikeasC. S. 2017 The role of climate: Implications for service employee engagement and customer service performance Journal of the Academy of Marketing Science 45 428 451 https://doi.org/10.1007/s11747-017-0526-9 Search in Google Scholar

Miller, D., & Friesen, P. H. (1983). Strategy-making and environment: The third link. Strategic Management Journal, 4(3), 221–235. MillerD. FriesenP. H. 1983 Strategy-making and environment: The third link Strategic Management Journal 4 3 221 235 Search in Google Scholar

Mithas, S., Krishnan, M. S., & Fornell, C. (2005). Why do customer relationship management applications affect customer satisfaction? Journal of Marketing, 69, 201–209. https://doi.org/10.1509/jmkg.2005.69.4.201 MithasS. KrishnanM. S. FornellC. 2005 Why do customer relationship management applications affect customer satisfaction? Journal of Marketing 69 201 209 https://doi.org/10.1509/jmkg.2005.69.4.201 Search in Google Scholar

Morgan, N. A., Slotegraaf, R. J., & Vorhies, D. W. (2009). Linking marketing capabilities with profit growth. International Journal of Research in Marketing, 26(4), 284–293. https://doi.org/10.1016/j.ijresmar.2009.06.005 MorganN. A. SlotegraafR. J. VorhiesD. W. 2009 Linking marketing capabilities with profit growth International Journal of Research in Marketing 26 4 284 293 https://doi.org/10.1016/j.ijresmar.2009.06.005 Search in Google Scholar

Petricevic, O., & Teece, D. J. (2019). The structural reshaping of globalization: Implications for strategic sectors, profiting from innovation, and the multinational enterprise. Journal of International Business Studies, 50, 1487–1512. https://doi.org/10.1057/s41267-019-00269-x PetricevicO. TeeceD. J. 2019 The structural reshaping of globalization: Implications for strategic sectors, profiting from innovation, and the multinational enterprise Journal of International Business Studies 50 1487 1512 https://doi.org/10.1057/s41267-019-00269-x Search in Google Scholar

Reinartz, W., & Kumar, V. (2002). The mismanagement of customer loyalty. Harvard Business Review, 80(7), 86–94. ReinartzW. KumarV. 2002 The mismanagement of customer loyalty Harvard Business Review 80 7 86 94 Search in Google Scholar

Roberts, M., Liu, R., & Hazard, K. (2005). Strategy, technology and organisational alignment: Key components of CRM success, Journal of Database Marketing & Customer Strategy Management, 12(4), 315–326. http://dx.doi.org/10.1057/palgrave.dbm.3240268 RobertsM. LiuR. HazardK. 2005 Strategy, technology and organisational alignment: Key components of CRM success Journal of Database Marketing & Customer Strategy Management 12 4 315 326 http://dx.doi.org/10.1057/palgrave.dbm.3240268 Search in Google Scholar

Ryals, L. (2005). Making customer relationship management work: The measurement and profitable management of customer relationships. Journal of Marketing, 69, 252–261. http://dx.doi.org/10.1509/jmkg.2005.69.4.252 RyalsL. 2005 Making customer relationship management work: The measurement and profitable management of customer relationships Journal of Marketing 69 252 261 http://dx.doi.org/10.1509/jmkg.2005.69.4.252 Search in Google Scholar

Saelee, R., Jhundrain P., & Muenthaisong, K. (2015). A conceptual framework of Customer Relationship Management Capability and marketing survival, Proceedings of the Academy of Marketing Studies, 19(2), 94–105. SaeleeR. JhundrainP. MuenthaisongK. 2015 A conceptual framework of Customer Relationship Management Capability and marketing survival Proceedings of the Academy of Marketing Studies 19 2 94 105 Search in Google Scholar

Schilke, O. (2014). On the contingent value of dynamic capabilities for competitive advantage: The nonlinear moderating effect of environmental dynamism. Strategic Management Journal, 35, 179–203. https://doi.org/10.1002/smj.2099 SchilkeO. 2014 On the contingent value of dynamic capabilities for competitive advantage: The nonlinear moderating effect of environmental dynamism Strategic Management Journal 35 179 203 https://doi.org/10.1002/smj.2099 Search in Google Scholar

Schreyögg, G., & Kliesch-Eberl, M. (2007). How dynamic can organizational capabilities be? Towards a dual-process model of capability dynamization. Strategic Management Journal, 28, 913–933. https://doi.org/10.1002/smj.613 SchreyöggG. Kliesch-EberlM. 2007 How dynamic can organizational capabilities be? Towards a dual-process model of capability dynamization Strategic Management Journal 28 913 933 https://doi.org/10.1002/smj.613 Search in Google Scholar

Sigalas, C., & Pekka-Economou, V. (2013). Revisiting the concept of competitive advantage: Problems and fallacies arising from its conceptualization. Journal of Strategy and Management, 6(1). https://doi.org/10.1108/17554251311296567 SigalasC. Pekka-EconomouV. 2013 Revisiting the concept of competitive advantage: Problems and fallacies arising from its conceptualization Journal of Strategy and Management 6 1 https://doi.org/10.1108/17554251311296567 Search in Google Scholar

Tajeddini, K., & Mueller, S. (2019). Moderating effect of environmental dynamism on the relationship between a firm's entrepreneurial orientation and financial performance. Entrepreneurship Research Journal, 9(4), 20180283. https://doi.org/10.1515/erj-2018-0283 TajeddiniK. MuellerS. 2019 Moderating effect of environmental dynamism on the relationship between a firm's entrepreneurial orientation and financial performance Entrepreneurship Research Journal 9 4 20180283. https://doi.org/10.1515/erj-2018-0283 Search in Google Scholar

Teece, D. J. (2007). Explicating dynamic capabilities: The nature and microfoundations of (sustainable) enterprise performance. Strategic Management Journal, 28, 1319–1350. https://doi.org/10.1002/smj.640 TeeceD. J. 2007 Explicating dynamic capabilities: The nature and microfoundations of (sustainable) enterprise performance Strategic Management Journal 28 1319 1350 https://doi.org/10.1002/smj.640 Search in Google Scholar

Teece, D. J. (2018). Business models and dynamic capabilities. Long Range Planning, 51, 40–49. TeeceD. J. 2018 Business models and dynamic capabilities Long Range Planning 51 40 49 Search in Google Scholar

Teece, D., Peteraf, M., & Leih, S. (2016). Dynamic capabilities and organizational agility: Risk, uncertainty, and strategy in the innovation economy. California Management Review, 58(4), 13–35. https://doi.org/10.1525/cmr.2016.58.4.13 TeeceD. PeterafM. LeihS. 2016 Dynamic capabilities and organizational agility: Risk, uncertainty, and strategy in the innovation economy California Management Review 58 4 13 35 https://doi.org/10.1525/cmr.2016.58.4.13 Search in Google Scholar

Teece, D. J., Pisano, G., & Shuen, A. (1997). Dynamic capabilities and strategic management. Strategic Management Journal, 18(7), 509–533. https://doi.org/10.1002/(SICI)1097-0266(199708)18:7<509::AID-SMJ882>3.0.CO;2-Z TeeceD. J. PisanoG. ShuenA. 1997 Dynamic capabilities and strategic management Strategic Management Journal 18 7 509 533 https://doi.org/10.1002/(SICI)1097-0266(199708)18:7<509::AID-SMJ882>3.0.CO;2-Z Search in Google Scholar

Teng, T., Tsinopoulos, C., & Kei Tse, Y. (2022). IS capabilities, supply chain collaboration and quality performance in services: The moderating effect of environmental dynamism. Industrial Management & Data Systems, 122(7), 1592–1619. https://doi.org/10.1108/IMDS-08-2021-0496 TengT. TsinopoulosC. Kei TseY. 2022 IS capabilities, supply chain collaboration and quality performance in services: The moderating effect of environmental dynamism Industrial Management & Data Systems 122 7 1592 1619 https://doi.org/10.1108/IMDS-08-2021-0496 Search in Google Scholar

Van Vaerenbergh, Y., Orsingher, C., Vermeir, I., & Lariviere, B. (2014). A meta-analysis of relationships linking service failure attributions to customer outcomes. Journal of Service Research, 17(4), 381–398. https://doi.org/10.1177/10946705145383 Van VaerenberghY. OrsingherC. VermeirI. LariviereB. 2014 A meta-analysis of relationships linking service failure attributions to customer outcomes Journal of Service Research 17 4 381 398 https://doi.org/10.1177/10946705145383 Search in Google Scholar

Venkatesan, R., & Kumar, V. (2004). A customer lifetime value framework for customer selection and resource allocation strategy. Journal of Marketing, 68(4), 106–125. https://doi.org/10.1509/jmkg.68.4.106.42728 VenkatesanR. KumarV. 2004 A customer lifetime value framework for customer selection and resource allocation strategy Journal of Marketing 68 4 106 125 https://doi.org/10.1509/jmkg.68.4.106.42728 Search in Google Scholar

Visser, J. D., & Scheepers, C. D. (2020). Exploratory and exploitative innovation influenced by contextual leadership, environmental dynamism and innovation climate. European Business Review, 34(1), 127–152. https://doi.org/10.1108/EBR-07-2020-0180 VisserJ. D. ScheepersC. D. 2020 Exploratory and exploitative innovation influenced by contextual leadership, environmental dynamism and innovation climate European Business Review 34 1 127 152 https://doi.org/10.1108/EBR-07-2020-0180 Search in Google Scholar

Volberda, H. W., & van Bruggen, G. H. (1997). Environmental turbulence: A Look into its dimensionality. NOBO Nederlandse Organisatie voor Bedrijfskundig Onderzoek, ERIM (Electronic) Books and Chapters. Retrieved from http://hdl.handle.net/1765/6438 VolberdaH. W. van BruggenG. H. 1997 Environmental turbulence: A Look into its dimensionality NOBO Nederlandse Organisatie voor Bedrijfskundig Onderzoek, ERIM (Electronic) Books and Chapters Retrieved from http://hdl.handle.net/1765/6438 Search in Google Scholar

Wang, C. L., & Ahmed, P. K. (2007). Dynamic capabilities: A review and research agenda. The International Journal of Management Reviews, 9(1), 31–51. https://doi.org/10.1111/j.1468-2370.2007.00201.x WangC. L. AhmedP. K. 2007 Dynamic capabilities: A review and research agenda The International Journal of Management Reviews 9 1 31 51 https://doi.org/10.1111/j.1468-2370.2007.00201.x Search in Google Scholar

Wang, X., Sun, J., Tian, L., Guo, W., & Gu, T. (2021). Environmental dynamism and cooperative innovation: The moderating role of state ownership and institutional development. The Journal of Technology Transfer, 46, 1344–1375. https://doi.org/10.1007/s10961-020-09822-5 WangX. SunJ. TianL. GuoW. GuT. 2021 Environmental dynamism and cooperative innovation: The moderating role of state ownership and institutional development The Journal of Technology Transfer 46 1344 1375 https://doi.org/10.1007/s10961-020-09822-5 Search in Google Scholar

Wilhelm, H., Schlömer, M., & Maure, R. I. (2015). How Dynamic Capabilities affect the effectiveness and efficiency of operating routines under high and low levels of environmental dynamism. British Journal of Management, 26, 327–345. https://doi.org/10.1111/1467-8551.12085 WilhelmH. SchlömerM. MaureR. I. 2015 How Dynamic Capabilities affect the effectiveness and efficiency of operating routines under high and low levels of environmental dynamism British Journal of Management 26 327 345 https://doi.org/10.1111/1467-8551.12085 Search in Google Scholar

Winter, S. (2003). Understanding dynamic capabilities, Strategic Management Journal, 24(10), 991–995. https://doi.org/10.1002/smj.318 WinterS. 2003 Understanding dynamic capabilities Strategic Management Journal 24 10 991 995 https://doi.org/10.1002/smj.318 Search in Google Scholar

Yim, F. H.-K., Anderson, R. E., & Swaminathan, S. (2004). Customer relationship management: Its dimensions and effect on customer outcomes. The Journal of Personal Selling and Sales Management, 24(4), 263–278. YimF. H.-K. AndersonR. E. SwaminathanS. 2004 Customer relationship management: Its dimensions and effect on customer outcomes The Journal of Personal Selling and Sales Management 24 4 263 278 Search in Google Scholar

Zablah, A. R., Bellenger, D. N., & Johnston, W. J. (2004). An evaluation of divergent perspectives on customer relationship management: Towards a common understanding of an emerging phenomenon. Industrial Marketing Management, 33(6), 475–489. https://doi.org/10.1016/j.indmarman.2004.01.006 ZablahA. R. BellengerD. N. JohnstonW. J. 2004 An evaluation of divergent perspectives on customer relationship management: Towards a common understanding of an emerging phenomenon Industrial Marketing Management 33 6 475 489 https://doi.org/10.1016/j.indmarman.2004.01.006 Search in Google Scholar

Zahra, S. A., Sapienza, H. J., & Davidsson, P. (2006). Entrepreneurship and dynamic capabilities: A review, model and research agenda. Journal of Management Studies, 43(4), 917–955. https://doi.org/10.1111/j.1467-6486.2006.00616.x ZahraS. A. SapienzaH. J. DavidssonP. 2006 Entrepreneurship and dynamic capabilities: A review, model and research agenda Journal of Management Studies 43 4 917 955 https://doi.org/10.1111/j.1467-6486.2006.00616.x Search in Google Scholar

Zollo, M., & Winter, S. G. (2002). Deliberate learning and the evolution of dynamic capabilities, Organization Science, 13, 339–351. https://doi.org/10.1287/orsc.13.3.339.2780 ZolloM. WinterS. G. 2002 Deliberate learning and the evolution of dynamic capabilities Organization Science 13 339 351 https://doi.org/10.1287/orsc.13.3.339.2780 Search in Google Scholar