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https://hdl.handle.net/1959.11/27098
Title: | Strategic performance measurement system, firm capabilities and customer-focused strategy | Contributor(s): | Yuliansyah, Yuliansyah (author); Khan, Ashfaq Fadhilah (author) ; Fadhilah, Arief (author) | Publication Date: | 2019 | DOI: | 10.1108/PAR-09-2018-0068 | Handle Link: | https://hdl.handle.net/1959.11/27098 | Abstract: | Purpose: The impact of a firm’s strategic performance measurement system (SPMS) on its customer-focused strategy, under varying contexts, has largely been documented in the literature. However, the system’s capacity to positively influence the firm strategy through its impact on the firm’s peculiar internal and external capabilities, in the peculiar context of the developing countries’ financial services sector, has so far skipped a thorough academic enquiry. This study, using Indonesia’ financial services sector as its ‘site’, aims to fill this void in the literature. Design/methodology/approach: The authors gleaned the study’s empirical data from financial services sector firms using survey questionnaire and analyzed it using SmartPLS. A total of 107 valid responses from management members of different financial services sector firms in Indonesia were deemed useable. Findings: The study findings support the paper’s main thesis. The findings revealed that the strategic PMS contributes to enhancing firms’ market orientation and robustness by positively contributing to their customer-focused strategy from three distinct dimensions – competitors, customers and organizational learning. Research limitations/implications: The authors posit that an effective customer-focused strategy can be accomplished by purposefully adapting the focus of the firm’s strategic PMS to positively influence the organizational learning, which subsequently translates into the firm’s high competitiveness in the marketplace. Originality/value: The unexplored link between the SPMS, firm’s internal and external capabilities and customer-focused strategy in the particular context of a developing country’s financial services sector will not only fill the current void in the literature but also instigate a new academic debate. The study will also contribute to the management accounting practice in service firms in the developing countries context. | Publication Type: | Journal Article | Source of Publication: | Pacific Accounting Review, 31(2), p. 288-307 | Publisher: | Emerald Publishing Limited | Place of Publication: | United Kingdom | ISSN: | 2041-5494 0114-0582 |
Fields of Research (FoR) 2008: | 150312 Organisational Planning and Management 150305 Human Resources Management 150399 Business and Management not elsewhere classified |
Fields of Research (FoR) 2020: | 350711 Organisational planning and management 350503 Human resources management |
Socio-Economic Objective (SEO) 2008: | 930401 Management and Leadership of Schools/Institutions 930403 School/Institution Policies and Development 930499 School/Institution not elsewhere classified |
Socio-Economic Objective (SEO) 2020: | 160204 Management, resources and leadership 160205 Policies and development |
Peer Reviewed: | Yes | HERDC Category Description: | C1 Refereed Article in a Scholarly Journal |
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Appears in Collections: | Journal Article UNE Business School |
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