Linking Exploration with Exploitation through Relationship Memory
研究了关系记忆在连接探索与利用过程中的作用，通过对139家西班牙中小型眼镜企业的实证分析，发现关系记忆有助于将个人层面的新想法和行动转化为组织层面的客户资本。
Companies that are able to help clients make better decisions and enhance their business capabilities to flourish. However, there is often poor rapport between operating personnel who are in touch with end customers and executive personnel who make decisions. Through exploration and exploitation processes, new ideas and actions flow from the individual (i.e., operating personnel) to the organization (i.e., the rest of individuals and groups that form part of the organization). This paper examines the relative importance and significance of “the relationship memory” as a bridge between “exploration” and “exploitation” processes and its effects on the creation of “customer capital” through an empirical investigation of 139 small to medium‐sized enterprises in the Spanish optometry sector using structural equation modeling validated by factor analysis.