دور الوسيط للقدرات المعرفية في العلاقة بين التميز في إدارة العمليات الخدمية و الميزة التنافسية : دراسة على عينة من المؤسسات الخدمية بولاية الخرطوم

الملخص EN

In the high and rapid developments and the increasing of competition in our world today, organizations are increasingly trying to learn how to manage their operations scientifically in order to achieve a competitive advantage, through which they can match the large institutions and exploit the opportunities and benefits available as a result of achieving excellence in their operations.

The aim of this study was to identify the impact of excellence in the management of service operations on the competitive advantage in service institutions in Khartoum state.

As well to determine whether cognitive abilities have an intermediate role in that relationship.

The model of the study and its hypotheses were done related to basis of literature of the study, as well as to use previous studies in the development of the standards of study.

A questionnaire was designed to collect data.

A total of 182 questionnaires were distributed and 158 were retrieved with a response rate of 87 %.

To verify the reliability of the data, the Alpha Kronbach test was used.

And the use of path analysis method, structural equation models to test hypotheses.

The study has reached a number of results, the most important of which are: The impact of excellence in the management of service operations on the competitive advantage and knowledge capabilities, and that the knowledge capabilities mediate the relationship between excellence in service operations management and competitive advantage.