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Dynamic and ordinary capabilities: A project management perspective

Dynamic and ordinary capabilities: A project management perspective
Dynamic and ordinary capabilities: A project management perspective
The project management literature has typically focused on project efficiency measures, such as time, cost, and quality, but rarely examined broader measures of project success, such as customer satisfaction and customer loyalty. In this article, we apply a resource-based theory framework and examine both ordinary and dynamic capabilities of the firm and their influence on customer satisfaction and repurchase intentions. We also include the firm's corporate reputation and explore its moderating influences on variables in the model. Data from 491 project managers indicate that one dynamic capability (relational) is three times stronger at predicting customer satisfaction than one of the ordinary capabilities (project). Another dynamic capability (product) is not a significant predictor of customer satisfaction. Customer satisfaction is the strongest determinant of repurchase intentions and fully mediate the impact of the firm's dynamic and ordinary capabilities on repurchase intentions. When the sample is split according to corporate reputation, for the group who saw the focal firm reputation ranked first in industry, the project (ordinary) capabilities and relational (dynamic) capabilities have similar influences on satisfaction. However, for the group who saw other firms’ reputation ranked first, relational capabilities are stronger than project capabilities at predicting satisfaction.
0018-9391
1-14
Ashill, Nick
15254e54-2328-489e-81f2-82af2ccb8711
Williams, Paul
ae414ef5-40ec-4cd6-a79e-97c72343d781
Khan, Sajid
31f9530e-4025-433b-b716-52d9a2063b79
Naumann, Earl
717a303f-0aca-45b9-a090-b0fbdca63c96
Ashill, Nick
15254e54-2328-489e-81f2-82af2ccb8711
Williams, Paul
ae414ef5-40ec-4cd6-a79e-97c72343d781
Khan, Sajid
31f9530e-4025-433b-b716-52d9a2063b79
Naumann, Earl
717a303f-0aca-45b9-a090-b0fbdca63c96

Ashill, Nick, Williams, Paul, Khan, Sajid and Naumann, Earl (2020) Dynamic and ordinary capabilities: A project management perspective. IEEE Transactions on Engineering Management, 1-14. (doi:10.1109/TEM.2020.3005534).

Record type: Article

Abstract

The project management literature has typically focused on project efficiency measures, such as time, cost, and quality, but rarely examined broader measures of project success, such as customer satisfaction and customer loyalty. In this article, we apply a resource-based theory framework and examine both ordinary and dynamic capabilities of the firm and their influence on customer satisfaction and repurchase intentions. We also include the firm's corporate reputation and explore its moderating influences on variables in the model. Data from 491 project managers indicate that one dynamic capability (relational) is three times stronger at predicting customer satisfaction than one of the ordinary capabilities (project). Another dynamic capability (product) is not a significant predictor of customer satisfaction. Customer satisfaction is the strongest determinant of repurchase intentions and fully mediate the impact of the firm's dynamic and ordinary capabilities on repurchase intentions. When the sample is split according to corporate reputation, for the group who saw the focal firm reputation ranked first in industry, the project (ordinary) capabilities and relational (dynamic) capabilities have similar influences on satisfaction. However, for the group who saw other firms’ reputation ranked first, relational capabilities are stronger than project capabilities at predicting satisfaction.

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Accepted/In Press date: 23 June 2020
e-pub ahead of print date: 10 July 2020

Identifiers

Local EPrints ID: 445512
URI: http://eprints.soton.ac.uk/id/eprint/445512
ISSN: 0018-9391
PURE UUID: ae92598c-1614-4c26-92dd-279d3a91877c
ORCID for Paul Williams: ORCID iD orcid.org/0000-0003-2178-488X

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Date deposited: 14 Dec 2020 17:30
Last modified: 25 Oct 2022 01:57

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Contributors

Author: Nick Ashill
Author: Paul Williams ORCID iD
Author: Sajid Khan
Author: Earl Naumann

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