Mediating Effects of Organizational Capabilities on theRelationship between Institutionalization and Customer Value:A Field Research in Construction Sector

The International Journal of Business & Management, sa.5, ss.95-99, 2017 (Hakemli Dergi)

In contemporary world we observe a just globalization of economic, scientific, commercial, and political affairs. With rapid

growth of communication technologies the distances become shorter, accessibility increases and satisfaction of the needs

eases. Within recent years, developments in construction sector requires the local construction firms to mature themselves

and implement faster differentiation to keep up with the competition. Thus, the companies have to keep up with the changes

of information age and go through structural changes. For instance, the way jobs are done and the duration of processes

have changed. Organizational structures are becoming adapted to team dynamics. In the meantime, customer expectations

of service quality are increasing. Management literature indicates there is a link between institutionalization and

organizational capabilities. Therefore, in this dissertation the effect of institutionalization factors on customer value is

investigated through organizational capabilities. This study was conducted in the city of Istanbul.

In the last part of the dissertation, companies producing public housing and real assets are evaluated by their

institutionalization, organizational capability and the effects of aforementioned factors on customer value is shown. The

data collected in this respect is analyzed using Factor analysis, Reliability analysis, Independent Sample t-test, Multiple

Variance analysis, Sobel and Regression tests.

As a result, it is revealed that there is a relationship between institutionalization and organizational capabilities, as well as

the relationship between institutionalization and customer value. Besides, organizational capabilities act as a mediator

between institutionalization and customer value. In this respect, institutionalization increases organizational capabilities

and those capabilities contribute