Characterisation of organisational capabilities and managerial skills in firms operating in the service sector: A literature review

Abstract

This article aims at reviewing academic literature so as to identify internal factors that influence competitiveness in firms operating in the service sector, particularly referred as organizational capabilities and managerial skills. Based on a traditional approach of an exhaustive and critical literature review targeting academic sources published between 2010-2020, two emerging organisational capabilities are identified: cooperation with customers and innovation of services and organisational processes. Furthermore, two factors referring to managerial skills are characterised in this kind of firms: leadership style and external relationships of top managers. The article emphasises on the importance of identifying these factors as key elements in order to prioritise effors when developing and adopting action plans towards them in service firms. This will lead such firms to boosting competitiveness and perceive themselves in an advantageous position in comparison to their rivals.