International Journal of Business and Economics

International Journal of Business and Economics
Volume 16, No. 2

September, 2017
Building Internal Competencies Capabilities and Capacity to Deliver Great Customer Experiences
Rouxelle de Villiers
University of Waikato, New Zealand
Linda Coleman
Salem State University, U.S.A.
Building internal competency within an organization can be very effective when managed well. It can eliminate or reduce costs of failing, build support, and establish ongoing change management in the organization; thus, enhancing competitive advantage and delivering customer equity.
Keywords:brand reputation capabilities, competencies, employee empathy, service excellence.