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Keywords: Service performance
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Journal Articles
International Journal of Productivity and Performance Management (2026) 75 (5): 1752–1772.
Published: 31 December 2025
...Siti Zuhroh; Indra Kurniawan; Nur Ali; Gilang Puspita Rini Purpose This research aims to develop a conceptual model using architecting firm-specific resources (AFSR) to improve service performance rooted in the resource advantage theory of competition (RAToC). This strategic method emphasized...
Journal Articles
International Journal of Productivity and Performance Management (2026) 75 (4): 1302–1320.
Published: 14 November 2025
.... Findings Customer orientation (CO) is inversely related to CI, suggesting that higher levels of CO are associated with lower CI. Moreover, CI indirectly influences service performance (SP) through psychological mechanisms, notably emotional exhaustion (EE) among banking employees and forgiveness (FG...
