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Analysis of Customer Services Independance Strategy in Electricity Section in Iran, Based on Dynamic Capabilities

Abdollahi, Ameneh | 2009

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  1. Type of Document: M.Sc. Thesis
  2. Language: Farsi
  3. Document No: 41460 (44)
  4. University: Sharif University of Technology
  5. Department: Management and Economy
  6. Advisor(s): Kermanshah, Ali
  7. Abstract:
  8. Opportunities for creating value are shifting from managing tangible assets to managing knowledge based strategies that deploy on organizations' tangible assets: customer relationship, innovative products and services, high quality, and responsive operation processes, information technology and databases and employee capability skills and innovation" (Strategy Focused Organization, Norton, Kaplan; 1996). As organizations' value creating process shifts, learning has become one of the most important factors in value creation, and as a consequence dynamic capabilities creation. This research is concentrated on Electric Distribution Companies in Tehran region and studies knowledge management as a tool for facilitating learning. At first I studied available resources for reviewing the concept of "Dynamic Capability", "Organizational Knowledge Management", and "Learning". Then I tried to relate all these three mentioned concepts trough "Dynamic Capability Creation Process Model". By using this model I explained the role of learning facilitation, as a dynamic capability, in assuring successful execution of "Customer Service Independence Strategy in Electricity section in Iran. In final part, I introduced the conceptual and scientific achievements by the quantitative model, and empirically explain the research achievements.
  9. Keywords:
  10. Dynamic Capability ; Knowledge Management ; Learning ; Resource-Based View ; Customer Services

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