document: Achieving competitive capabilities in e-services What implications does the Internet have for service operations strategy ? How can business performance of e-service companies be improved in today 's knowledge-based economy ? These research questions are the subject of the paper . We propose a model that links the e-service company 's knowledge-based competencies with their competitive capabilities . Drawing from the current literature , our analysis suggests that services that strategically build a portfolio of knowledge-based competencies , namely human capital , structural capital , and absorptive capacity have more operations-based options , than their counterparts who are less apt to invest . We assume that the combinative capabilities of service quality , delivery , flexibility , and cost are determined by the investment in intellectual capital . Arguably , with the advent of the Internet , different operating models -LRB- e.g. , bricks-and-mortar , clicks-and-mortar , or pure dot-com -RRB- have different strategic imperatives in terms of knowledge-based competencies . Thus , the new e-operations paradigm can be viewed as a configuration of knowledge-based competencies and capabilities
doc_bio_tags: O B I O O O O O O B O O B I I O O O B I O O O O O O O O O O O O O O O O O O O O O O O O O O O O O O O O O O O B I O O O O O O O O O O O O O O O O O O O O O O B I O B I O O B I O O O O O O O O O O O O O O O O O O O B I O B I O B O B O O B O O O O B O B I O O O O O O O O B O O O O O O O O O O O O O O O O O B I O O O O O O O O O O O O O O O O O O O O O O O
extractive_keyphrases: competitive capabilities internet service operations strategy business performance human capital structural capital absorptive capacity combinative capabilities service quality delivery flexibility cost investment intellectual capital strategic imperatives
abstractive_keyphrases: e-services knowledge-based economy knowledge-based competencies operations-based options bricks-and-mortar clicks-and-mortar dot-com