Linking organizational learning and customer capital through an ambidexterity context: an empirical investigation in SMEs

Article Abstract:

Ambidexterity refers to an organization's context to achieve alignment and adaptability at the same time within the organization learning process. The relationship between and importance of key factors of organization learning and two potential control factors on the ambidexterity context and their influence on the creation of customer capital is examined through an empirical investigation of 269 Spanish SMEs with the use of structutral equation modelling. It was found that the effects of exploration and exploitation of knowledge on customer capital are mediated within an ambidexterity context, which in this report is not influenced by the size of SMEs but maybe related to the sector in which they function.

Spain, Customer Relations, Analysis, Influence, Surveys, Knowledge management, Knowledge workers, Organizational learning, Report

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Screening and training inter - cultural competencies:evaluating the impact of national culture on inter - cultural competencies

Article Abstract:

The national culture's influence over inter cultural competencies in organizations in the United States of America and Germany are studied. The study found that the impact of gender culture is more prominant over the inter cultural competencies.

United States, Germany, Case studies, Workplace multiculturalism, Workplace diversity

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Training in service - importing and imparting customer service culture as an interactive process

Article Abstract:

Issues concerning employee training programmes for improved customer services are discussed. Four methods of training are examined including, training within a call centre and a Malaysian bank.

Study and teaching, Customer service

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