Nexus Among Quality Performance, Supplier and Customer Relationship Management: Critical Review on Mediating Role of Knowledge Management

Abstract

The aim of this study is to provide a conceptual model that links several key variables including supplier relationship management (SRM) and customer relationship management (CRM) of organisational factors (OF) and knowledge management (KM) to enhance quality performance (QP) of Hong Kong watch trade. Literature review was conducted extensively, and the approach employed was conceptualized into a proposed conceptual framework. A conceptual framework was suggested in this paper to enhance QP of Hong Kong watchmaking industry through SRM and CRM of OF, and a mediator KM. The literature review was performed extensively to provide three hypotheses including 1) the OF-KM relationship, 2) the KM-QP relationship, and 3) the OF-QP relationship through the mediator KM. More opportunities were provided in this study for researchers to expand further the research in QP of Hong Kong watchmaking industry on the basis of the theory from knowledge-based view of an organisation. The study attempted to explore good SRM and CRM together with strategic KM to enhance QP of Hong Kong watchmaking industry. The study further supports the importance of the overall determinant of QP of Hong Kong watchmaking industry. According to this study, the mediator KM for the OF-QP relationship can be expected to enhance QP of Hong Kong watchmaking industry since KM mediates the OF-QP relationship. In this connection, the study is significant with both theoretical perspective and practical perspective. A research gap is existed to find out a mediating role of KM in the OF-QP relationship.