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Exploring the effects of human capital loss on relationships with clients in knowledge-intensive service firms and the moderating effect of knowledge management
Stockholm University, Faculty of Social Sciences, School of Business. (Management and Organization, Marketing)
2012 (English)In: International Journal of Globalisation and Small Business, ISSN 1479-3059, E-ISSN 1479-3067, Vol. 3, no 3/4, 342-359 p.Article in journal (Refereed) Published
Abstract [en]

This study aims to examine the effects of human capital loss on relationships with clients in knowledge-intensive born global firms, and explain how firms address the challenges resulting from employee attrition. In so doing, this study applies a dynamic capability-based approach and suggests ways of minimising customers’ concern about attrition. Relationship transparency is assumed to be a crucial factor for sustaining long-term relationships with customers and reaffirming service firms’ ability to accomplish their commitment and client projects satisfactorily. The findings of this study suggest that development of knowledge retention and sharing capabilities enhances the transparency and reduces the relationship uncertainties resulting from human capital loss. In illustrating the theoretical assumption, the study draws on material derived from four case studies of Indian knowledge-intensive service firms. The findings contribute to the literature on business-to-business relationship marketing, and born global.

Place, publisher, year, edition, pages
InderScience Publishers, 2012. Vol. 3, no 3/4, 342-359 p.
Keyword [en]
employee attrition, client relationships management, born global, B2B marketing, internationalisation of Indian firms
National Category
Business Administration
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:su:diva-78839DOI: 10.1504/IJGSB.2012.049273OAI: oai:DiVA.org:su-78839DiVA: diva2:544517
Available from: 2012-08-15 Created: 2012-08-15 Last updated: 2017-12-07Bibliographically approved
In thesis
1. Globalisation and Competitive Sustenance of Born Global: Evidence from Indian knowledge-intensive service industry
Open this publication in new window or tab >>Globalisation and Competitive Sustenance of Born Global: Evidence from Indian knowledge-intensive service industry
2012 (English)Doctoral thesis, comprehensive summary (Other academic)
Abstract [en]

The survival and sustained competitiveness of born global firms constitute a complex and dynamic process that evolves under conditions of disruptive change and pervasive uncertainty. To date, whereas much of the research in the area has focused on the early and rapid internationalisation stages of the development of born global firms, it is not clear how these firms manage to survive the challenges of the early internationalisation stage and gain a sustainable competitive position in the global economy. The present dissertation develops a theoretical framework that captures the organisational factors, capabilities and processes that enable the early survival stage and long-term competitive sustenance of born global firms.

Building on the dynamic capabilities approach, and drawing on material gleaned from five Indian born-global, knowledge-intensive service firms, the present study stresses the importance of human capital’s timely ability to evolve and transform itself in rhythm with environmental changes. Crucial in this process are a) firms’ entrepreneurial orientation, b) their ability to learn and to build an intimate relationship with their customers, and c) to be immersed in their customer’ business intricacy. The study makes a number of contributions to firms’ internationalisation scholarship, in general, and more specifically to how Indian knowledge-intensive service firms cope with the initial challenges they face in their internationalisation process. Finally, the study concludes with a number of future research directions.

Place, publisher, year, edition, pages
Stockholm: School of Business, Stockholm University, 2012. 126 p.
Keyword
early internationalisation of firms, Indian knowledge-intensive born global firms, capability-based view, international entrepreneurship, entrepreneurial orientation, organisational learning, customer orientation
National Category
Business Administration
Research subject
Business Administration
Identifiers
urn:nbn:se:su:diva-78840 (URN)978-91-7447-562-3 (ISBN)
Public defence
2012-09-24, Gröjersalen, hus 3, Kräftriket, Roslagsvägen 101, Stockholm, 13:00 (English)
Opponent
Supervisors
Note

At the time of the doctoral defense, the following papers were unpublished and had a status as follows: Paper 1: In press. Paper 3: Submitted. Paper 4: In press.

Available from: 2012-09-02 Created: 2012-08-15 Last updated: 2012-09-03Bibliographically approved

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