The role of innovation and knowledge integration in relation to service quality and sustainable competitive advantage

The present study aimed to evaluate the effect of quality of service on achieving sustainable competitive advantage through the mediating variables of learning capability, knowledge integration capability, customer-centric learning capability, and service innovation. The statistical population included employees and managers of Iran Steel Public Services Company. Data were collected by a questionnaire and by census method. Cronbach's alpha was used to determine the reliability of the questionnaire. Also, logic was used to determine validity. The results showed that the measurement tool has the necessary reliability and validity and the fit of the conceptual model structure was confirmed. In this study, the structural equation model of sectoral least squares was used to test the hypotheses. The results showed that the quality of services has a positive and significant effect on the learning capability, knowledge integration capability, and customer-centric learning capability. Also, sectoral learning capability and customer-centric learning capability have a positive and significant effect on knowledge integration capability. Also, knowledge integration capability has a positive and significant effect on service innovation. Moreover, service innovation has a positive and significant effect on gaining a competitive advantage. Finally, knowledge integration capability plays a mediating role in the relationship between sectoral learning capability and customer-centric learning capability, and service innovation.