Customer Knowledge Management Research Articles

Linking absorptive capacity to project success via mediating role of customer knowledge management capability: the role of environmental complexity

PurposeThe purpose of this study is to investigate the relationship between the absorptive capacity (AC) of a firm and project success (PS), with particular attention to the mediating role of customer knowledge management capability (CKMC) and the moderating role of environmental complexity (EC). By using data collected from Turkish SMEs across different sectors, the study seeks to understand how AC impacts project success, how CKMC mediates this relationship, and how EC moderates the link between AC and CKMC. The research contributes to both theory and practice by providing insights into these relationships and suggesting future research directions.Design/methodology/approachThis study focuses on Small and Medium-sized Enterprises (SMEs) in Turkey, specifically within the cities of Istanbul, Ankara, Izmir, and Konya. To gather data, the researchers utilized a non-probabilistic convenience sampling method and distributed self-administered surveys to a selected pool of 918 respondents including shift supervisors, project managers, and team members within these SMEs. The surveys were translated to Turkish to avoid language issues. Out of the surveys distributed, 401 valid responses were collected, resulting in a response rate of 43.68%.FindingsThe main findings of the study indicate that a firm’s absorptive capacity (AC) positively impacts project success and customer knowledge management capability (CKMC). Furthermore, CKMC plays a mediating role, positively influencing project success. Additionally, the study reveals the moderating effect of environmental complexity (EC) on the relationship between AC and CKMC, suggesting that as EC becomes more complex, it strengthens the link between AC and CKMC. Moreover, CKMC was found to mediate the moderating effect of EC on the relationship between AC and project success, emphasizing the significance of environmental complexity in this interaction.Research limitations/implicationsThis study’s limitations stem from its cross-sectional approach, which limits the ability to establish causal relationships between the constructs of absorptive capacity (AC), customer knowledge management capability (CKMC), and project success. It does not examine other potential mediators, such as customer relationship capability and innovation capability. Furthermore, the existing literature on this topic is scarce, suggesting a need for further research, particularly on constructs like team skills for managing CKMC. There is also an unexplored area around the effects of different forms of complexity, such as resource and technical complexity. Finally, further research is needed to understand how SMEs, which often face resource constraints, leverage AC in different functional domains for successful new product development.Practical implicationsThe study’s findings have significant practical implications for SMEs, highlighting the importance of absorptive capacity (AC) and customer knowledge management capability (CKMC) in promoting project success, particularly under conditions of environmental complexity. As businesses navigate uncertain environments, external knowledge acquisition becomes crucial for improvement and innovation. Efficient transformation of this knowledge can enhance project success rates. Thus, firms should cultivate a proactive, innovative, and risk-taking climate. Also, firms should regularly assess their AC and CKMC in the face of shifting stakeholder expectations and market competition. The ability to detect, integrate, and apply external knowledge in product and service development can significantly enhance project success rates.Originality/valueThis study’s originality lies in its exploration of the complex interplay between a firm’s absorptive capacity (AC), customer knowledge management capability (CKMC), environmental complexity (EC), and project success (PS). By examining Turkish SMEs across various sectors, the study uncovers the mediating role of CKMC and the moderating role of EC in the relationship between AC and PS. Furthermore, it reveals how the effect of AC on PS through CKMC strengthens with increasing environmental complexity. These findings offer fresh insights into the complexity theory and the factors influencing project success, providing a unique perspective for both academics and practitioners, with practical implications for managing SMEs in complex environments.

The Impact of Digitalization on Customer Knowledge Management

Abstract The best way for a business to gather pertinent knowledge and apply it for the growth and sustainability of the firm is through communication with its customers. Companies must adapt to today’s data, information, and knowledge-based economy. A company’s ability to evolve depends on how strategically it uses its intangible resources to build its knowledge capital. Digital tools create new channels for client engagement and collaboration. The current study assesses how digital tools affect how businesses interact with their customers and how these tools help customers share knowledge with companies. This study updates knowledge management and customer knowledge management practices in a digital context and serves as an example of these practices. The study aims to address the absence of specific and valuable components in business practices that give them access to client knowledge. The study is conducted on a sample of 10 individuals, managers, and CEOs of Romanian enterprises, using the in-depth interview method. Data from the survey were analyzed and interpreted, and significant results were drawn by comparing them to prior research. The study emphasizes the value of digital tools for customer communication and the potential these platforms provide for gathering knowledge about, for, and from customers. The respondents stressed the significance of knowledge for both the growth of the company and the innovation process. Still, there needs to be more internal structures to manage this knowledge strategically and capitalize on it for the beginning of innovative business approaches. The study identifies the primary challenges to communicating via digital channels and suggests solutions to help companies acquire, share, and use customer data to its fullest potential.

Collaborative innovation, strategic agility, & absorptive capacity adoption in SMEs: the moderating effects of customer knowledge management capability

PurposeThe purpose of this study is to identify the relationship between collaborative innovation and the financial performance of information technology (IT) firms through the mediating role of strategic agility and absorptive capacity. Customer knowledge management capability (CKMC) is also explored as a potential moderator.Design/methodology/approachData were collected from 300 respondents working in different small to medium IT enterprises operating in different cities around Portugal. The simple random sampling method was used for data collection, and Smart partial least squares-structural equation modeling (Smart PLS-SEM version 3.2.8) was used to test the hypotheses.FindingsThe findings demonstrate that collaborative innovation contributes significantly to the financial performance of IT firms in Portugal. The results also indicate that absorptive capacity and strategic agility both positively and significantly affect the relationship between collaborative innovation and firms’ financial performance. However, while the moderating role of CKMC has a positive and significant effect on the relation between collaborative innovation and strategic agility, CKMC insignificantly moderates the relation between collaborative innovation and absorptive capacity.Originality/valueFew studies have explicitly connected collaborative innovation with firms’ financial performance; this study attempts to fill that gap. Moreover, this research investigates the mediating role of strategic agility and absorptive capacity in the relationship between collaborative innovation and financial performance. Finally, by discussing the moderating effect of CKMC, which leads to enhanced financial performance, this study proposes that when complex and unpredictable situations occur, managers should focus on customer-oriented strategies and innovation at the same time to outpace their competitors.

How customer knowledge management helps retain fitness club members: a mediating effect of relationship quality

PurposeThis study aims to develop a conceptual model to understand how customer knowledge management (CKM) affects fitness club membership renewal through the mediation of relationship quality.Design/methodology/approachData were collected outside of fitness clubs using a systematic sampling method. A total of 224 valid responses were collected. Structural equation modelling was used to evaluate the relationship between the constructs of the research model.FindingsThe results indicate that both knowledge from customers and knowledge for customers have a positive influence on customer satisfaction and customer trust. Among them, knowledge for customers has a stronger influence on customer satisfaction while knowledge from customers has a greater influence on customer trust. Additionally, three dimensions of relationship quality (customer satisfaction, customer trust and customer commitment) positively influence membership renewal intention with customer commitment exhibiting the greatest influence on it.Originality/valueThis study combines the theories of CKM and relationship quality management to explain why members will renew their service contracts. By using fitness clubs as an example, this research extends the authors' understanding of how knowledge from and for customers can influence customers' attitudes and behavioural intentions towards service companies.

Examining the Connections between Knowledge Dynamics, Customer Knowledge Management, and Open Innovation: A Bibliometric Analysis

Examining the Connections between Knowledge Dynamics, Customer Knowledge Management, and Open Innovation: A Bibliometric Analysis

АНАЛИЗ РАЗВИТИЯ ПОТРЕБНОСТЕЙ КЛИЕНТОВ В ПРЕДПРИНИМАТЕЛЬСКИХ СТРУКТУРАХ

The article analyzes the development of customer needs in business structures, which allows you to launch the process of value transformation and creates opportunities for the formation of new management systems. The scientific novelty and practical significance of the work lies in the fact that two concepts are defined: the concept of consumer knowledge and the concept of studying the role of managing this knowledge in predicting changes in their needs. The components of the customer knowledge management process of the business structure are substantiated, and the relationship between the goals, knowledge and types of consumers in it is revealed.

ПРОЦЕСС УПРАВЛЕНИЯ ЗНАНИЯМИ О КЛИЕНТАХ В ПРЕДПРИНИМАТЕЛЬСКИХ СТРУКТУРАХ И ЕГО РОЛЬ В ПРОГНОЗИРОВАНИИ РАЗВИТИЯ ИХ ПОТРЕБНОСТЕЙ

The article examines the process of managing customer knowledge in business structures and its role in predicting the development of their needs. The scientific novelty and practical significance of the work lies in the substantiation of two elements: the collection of information about customers; analysis and transmission of this information within the business structure, which constitute the process of managing customer knowledge. A scheme has been formed for the formation of this process. Determinants have been identified to improve customer segmentation of the business structure using tools such as data mining, similarity diagram, CRM. An algorithm for the creation of goods/services in accordance with the changing needs of the clients of the business structure is formulated.

Transfer wiedzy i instrumentalizacja jego realizacji w zarządzaniu wiedzą klienta

Customer Knowledge Management (CKM) is the management of knowledge and innovative initiatives centered around the customer’s knowledge and innovative potential. It aims to acquire knowledge about the customer and customer knowledge, and develop it through integration with the company’s knowledge. Additionally, it involves providing knowledge to the customer to satisfy their needs and co-creating new knowledge with the customer to enhance business operations and create innovative solutions, such as products. This article presents the essence and functions of CKM, the importance of customer-related knowledge, levels of customer integration with the company, and the specifics of knowledge transfer processes. The pragmatic element of this article focuses on identifying tools that can be applied in CKM to facilitate knowledge transfer between the organization and its customers. The usefulness of tools such as direct contacts, knowledge repositories, Customer Service Workbench, Web 2.0, wikinomics, crowdsourcing, mutual production, open innovation, and communities of practice is characterized.

Customer Perceptions on E-service Quality and Customer Loyalty in Botswana Telecommunications Sector

The study examined the effect of electronic service quality on customer loyalty with specific reference to the telecommunications sector of Botswana. In this context, the study focused on the players in the mobile telecommunications sector of Botswana, that is, BTC, Mascom and Orange Botswana. The study adopted a quantitative survey that was guided by the positivist research philosophy. The study sample comprised of 450 subscribers of mobile telecommunication services in Botswana who took part in an online survey undertaken through a structured questionnaire. The analysis of research data was done using the Statistical Package for Social Sciences in which multiple linear regression analysis was adopted as the method of data analysis. The study found that the efficiency of e-services had a significant positive effect on customer loyalty of mobile telecommunication service subscribers in Botswana (β = 0.751, p = 0.000<0.05). It was also found that there existed a significant direct relationship between fulfilment and customer loyalty of mobile telecommunication service subscribers in Botswana (R = 0.519, p = 0.000<0.05). The study further found that there existed a significant positive relationship between service availability and customer loyalty of mobile telecommunication service subscribers in Botswana (β = 0.638, p = 0.000<0.05). The study concluded that efficiency, fulfilment, and service availability had a significant positive effect in customer loyalty in the telecommunications sector of Botswana. The study recommended the improvement of service efficiency; mitigating regular transaction timeouts; enhancing customer knowledge management and customer relationship management; undertaking of gap analysis and conducting of quality circles. Keywords: Customer loyalty, Customer satisfaction, Electronic Service Quality, Efficiency, Fulfilment, service availability.

Influence of Customer Knowledge Management on Mobile Fitness Application Customer Value Cocreation Through Flow Experience and Customer Involvement

In order to promote the innovative development of mobile fitness APP, based on value cocreation theory of customer-dominant logic, this paper discusses how the customer knowledge management, flow experience and customer involvement affect customer value cocreation in mobile fitness APPs. This study used convenience sampling and structural equation modeling to test the relationship between variables from questionnaire. Results revealed that customer knowledge management significantly and positively affected customer flow experience and customer flow experience significantly and positively affected customer value cocreation. Customer flow experience played a partial mediating role in the relationship through which customer knowledge management affected customer value cocreation, and customer involvement played a moderating role in the relationship through which customer flow experience affected customer value cocreation. Moreover, the results indicated that customer involvement significantly and positively regulated the effect of customer flow experience attention focus on customer value cocreation. Customer involvement not moderates the effect of perceived enjoyment in customer flow experience on customer value cocreation. Therefore, mobile fitness app enterprises or service organizations must strengthen knowledge management in industrial chain innovation development for strengthening the relationship with customers. Moreover, they should ensure flow experience to strengthen the psychological connection with customers and promote value cocreation to strengthen the behavioral connection with customers. These enterprises should improve the level of involvement to strengthen the emotional connection with customers.

Customers Loyalty in Malaysian Retail Bank Sector from the Perspective of Equity Theory and Expectation-Confirmation Model: A PLS-SEM and NCA Approach

Purpose: The retail banking market has witnessed substantial changes over the years due to new technological advancements, increased regulations, and the rise of digital channels. Meeting customer expectations stands out as a key challenge for sustainable growth of the industry. This examines the impact of service quality, customer knowledge management, and confirmation on customer satisfaction within the domestic retail banking sector. Furthermore, it seeks to explore the association between customer satisfaction and customer loyalty in retail banking.
 Design/Methodology/Approach: Self-administered questionnaires were distributed to retail banking customers in the Klang Valley using convenience and purposive sampling techniques. A total of 268 samples were obtained for data analysis with the Structural Equation Modelling (SEM) and Necessary Condition Analysis (NCA).
 Findings: The study’s results validated the strong connection between service quality, customer knowledge management, and confirmation with customer satisfaction in Malaysian retail banks. Additionally, customer satisfaction has significant impact on customer loyalty. The NCA outcomes further substantiate these findings, highlighting the significant role of customer knowledge management, service quality, and confirmation as significant factors affecting customer satisfaction in Malaysian retail banks.
 Implications/Originality/Value: This study offers valuable insights for academia to better understand this area as well as allows sector stakeholders to improve and sharpen their competitive edge in the market.

The role of big data analytics and organizational agility in improving organizational performance of business processing organizations

PurposeBusiness processing organizations are continuously focusing on customer knowledge management (CKM) due to the competitive business environment. CKM is being recognized as an essential source for improving organizational performance (OP). This study focuses on understanding CKM and its impact on OP. It also explores the moderating role of big data analytics capability (BDAC) on OP. Moreover, the mediating role of operational and strategic agility on OP was empirically tested.Design/methodology/approachPositivist research doctrine has been deployed and data was collected using structured survey using cross-sectional approach. The data were collected from 392 employees working in business processing software houses in the emerging market of Pakistan. Structural equation modeling (SEM) was deployed for the estimation of theoretical model.FindingsThe study's findings indicate that CKM has no significant impact on OP; although the presence of BDAC moderates the relationship significantly. Moreover, the study recommends that CKM and BDAC to be tested in the project environment, considering organization's operational and technical capabilities.Research limitations/implicationsThe study proclaims that BDAC can be helpful for organizations to improve their capabilities and output. Likewise, enhancing BDAC reduces failure rates of the projects.Originality/valueThis study provides a critical theoretical and practical contribution to project management in business processing organizations. Big data analytics can be of value for diagnostic, predictive and prescriptive analysis in the project management context.

The Mediating Effect of Dynamic Marketing Capabilities on the Relationship Between Customer Knowledge Management and Organizational Innovation

Today’s competitive business environment has made organizational innovation (OI) a central strategy for most firms. Not only does OI lead to obtaining new customers and market segments but it also enables firms to develop a reputation for being innovative. To ensure a sustained level of OI, firms need to enhance their customer knowledge management (CKM) as well as their dynamic marketing capabilities (DMCs). This study focuses on investigating the mediating effect of DMCs on the relationship between CKM and OI. To this end, a set of hypotheses were developed to analyse these relationships employing structural equation modelling. The data were collected from a total of 242 top management of firms in the pharmaceutical and healthcare industries in Jordan. The findings showed that knowledge for customer and knowledge about customer had strong and positive effects on the OI levels of the firms considered in this study. It was also revealed that knowledge from customer has no significant effect on OI. Moreover, the results indicated that DMCs have a mediating effect on the relationship between CKM and OI.

The Influence of Customer Knowledge Management on Sustainable Promotion

This research has investigated the effect of the customer knowledge management CKM in sustainable promotion SP. The research conducted a quantitative method on a sample of employees in the Al-Furat State Company for Chemical Industries affiliated / the Ministry of Industry and Minerals in Iraq. The research’s problem presented a set of questions, one of the most important was (is there a relation and impact between the dimensions of customer knowledge management and sustainable promotion). The aim of the research is to identify the extent to which customer knowledge management activities are applied in understudy organization. This research adopted the questionnaire as a main instrument to collect information from (140) participants in various administrative levels (top management, middle, and executive). One of the most important results of the research was the existence of a relation and effect between the dimensions of customer knowledge management and sustainable promotion. Also, the findings of the current research revealed a great interest in customer knowledge management and its dimensions (knowledge from the customer, about the customer, of the customer, and joint construction) with sustainable promotion. According to these findings, the research recommended supporting CKM in the researched company through promoting activities related to understanding the needs and desires of customers and providing them with sustainable products.

ANALISIS FITUR APLIKASI INTERNET MOVIE DATABASE (IMDB) DENGAN METODE CUSTOMER KNOWLEDEGE MANAGEMENT(CKM)

This study aims to analyze the features of the Internet Movie Database (IMDb) application using the Customer Knowledge Management (CKM) method. CKM is an approach to collecting, managing and leveraging customer knowledge to support decision making and improve customer relationships. In the context of IMDb, CKM can assist in understanding user needs and preferences, providing a better experience, and increasing user satisfaction. This study uses a feature analysis approach to evaluate key features in IMDb applications and determine how these features contribute to management. customer knowledge. Features that will be analyzed include complete information about movies and TV series, cast lists, directors, producers, ratings, user reviews, search features, recommendations, and community features. The method used in this study is CKM, which involves collecting data from different sources, such as IMDb application documentation, analysis of application components, and user feedback. These data are then analyzed and evaluated to determine the effectiveness of IMDb features in supporting customer knowledge management. The results of this analysis are expected to provide useful insights for IMDb application developers to improve user experience, improve existing features, and identify areas for improvement. potential. In addition, this research can also contribute to the understanding of the application of CKM in the context of the entertainment industry and the importance of customer knowledge management in achieving higher user satisfaction.

ANALISIS FITUR APLIKASI CINCAU STATION DENGAN METODE CUSTOMER KNOWLEDGE MANAGEMET (CKM)

In the era of globalization, business competition is fierce, especially in the food and beverage industry. Cincau Station, which initially only served ice cincau with palm sugar, has developed into a variety of flavors and can be accessed through a mobile application. However, this application has shortcomings in design and features that can affect consumer interest. This research uses the Customer Knowledge Management (CKM) method to analyze the UI/UX of the Cincau Station application. CKM is an approach that considers customer needs to develop ideal products. The goal of CKM is to achieve brand effectiveness and competitiveness. This research limits the analysis to the content and composition aspects of the application.
 
 Keywords: Cincau Station, Customer Knowledge Management (CKM), Design, Effectiveness, Mobile Application, UI/UX

Focusing on Key Customers and Customer Knowledge Management as Predictors of Customer Satisfaction among Graduating Students of UMTC

This study aimed to determine if focusing on key customers and customer knowledge management were predictors of customer satisfaction among graduating students of UMTC. 300 graduating students of UMTC were the respondents of this research. The statistical tools used were Mean, Pearson-r, and Regression Analysis. Quantitative non-experimental research utilizing correlational technique with regression analysis was the research design of this paper. Results revealed that the level of focusing on key customers among graduating students in terms of needs assessment, customized services, ongoing dialogue and employee empowerment was high. The level of customer knowledge management yielded a descriptive equivalent of high in terms of knowledge creation, knowledge acquisition, knowledge sharing and knowledge storage. For the level of customer satisfaction of graduating students of UMTC, it yielded a high-level result in terms of customer satisfaction, customer loyalty and customer retention. There was a positive significant relationship between focusing on key customers and customer knowledge management to customer satisfaction among graduating students. In addition, both the focusing on key customers and customer knowledge management was a predictor of customer satisfaction among the graduating students of UMTC.

The Effect of Customer Knowledge Management on Organizational Performance

Nowadays, the development of knowledge management (KM) does play an important role in the concept of Customer Knowledge Management (CKM). This development shows the rapid change in all areas of life, due to the effects of globalization and the development of highly acclaimed KM. On the other hand, CKM is considered important, because its implementation benefits the field of operations and services, that can improve personal competence, maintain availability knowledge, innovation and product development. Therefore, scholars regard CKM as a strategic resource for businesses to improve innovation, facilitate the detection of new market opportunities, and support long-term customer relationship management (CRM). However, literature suffers from a lack of understanding of customer knowledge’s role in improving the performance of organization. Thus, the purpose of the study is to investigate the impact of CKM on organizational performance (OP). This study uses a questionnaire and statistical analytical techniques (Structural Sequential Equation Model) to explore the effect of CKM on OP. The statistical population of this research includes 500 insurance companies in Malaysia. The sample size was estimated 258 people by using Krejcie and Morgan Morgan Table (1970) and stratified sampling method was used. Data collection tool is close ended questionnaire with Likert's five-option scale. Therefore, 516 questionnaires were distributed and 180 returned questionnaires were analyzed. Measurement model was analyzed to determine data validity and the hypotheses were tested using structural model. The findings showed that that CKM dimensions namely; Knowledge for customers (KfC), and Knowledge from Customers (KfrC) had a positive impact on the performance of organization and provides competitive advantages. However, knowledge about customers (KaC), indicated insignificant impact with OP. This study provides clear implications related to the theory and contributions to the literature related to CKM as well as in insurance industry. The study also provides invaluable insightfulness to various stakeholders including policy makers, institutional support and insurance agent about the importance of knowledge about customers (KaC), Knowledge for customers (KfC), and Knowledge from Customers (KfrC) in determining the performance of insurance industry. Hence, organizations should acquire valuable customer knowledge in order to enhance the relationship with customers, as well as enhance their performance.

Proposed Customer Knowledge Management (CKM) in the Truku Logistics Application Feature PT Biru Samudera Selatan

Logistics processes that only make one trip in the transportation of goods result in inefficient logistics costs. Truku is an integrated digital logistics solution that provides added value to the company. the current condition of the truck application is still unable to optimally support services to users, especially the automatic payment transaction feature. The method used in this study is a conceptual model of Customer Knowledge Management (CKM) based on the Customer Relationship Management (CRM) phase and the Knowledge Management (KM) process. The results of the comparison of the features that have been formulated with the features available in the Truku application then become a reference for determining the proposed features that are recommended to PT Biru Samudera Selatan to be implemented in the Truku logistics application. So that later it can facilitate the development of application features based on the needs of the users of the Truku logistics application.

The Impact of CKM and Customer Satisfaction on Customer Loyalty in Saudi Banking Sector: The Mediating Role of Customer Trust

This study aims to explore the role of customer knowledge management (CKM) and satisfaction as antecedents of customer trust, and the mediating function of customer trust in the knowledge–loyalty and satisfaction–loyalty in the Saudi banking sector. This study intends to provide light on the significance of CKM and the ways in which it can support consumer trust, loyalty, and satisfaction. Data came from 600 consumers who responded to an online survey. By using regression analysis and descriptive statistics, seven hypotheses were created and tested. The findings exhibited that customer trust has a major impact on loyalty and that customer trust is positively impacted by CKM and satisfaction. Additionally, trust partially mediates the relationship between knowledge, loyalty, and satisfaction. The study contributes to the literature by examining the factors that influence customer loyalty, CKM engagement, satisfaction, and trust in the context of the Saudi banking industry. These research findings are helpful for managers and strategists in figuring out how to create customer loyalty programs that are a fit for their target market. The study is limited to the Saudi banking sector and may not be generalizable to other industries. Additionally, the study is based on self-reported data from customers, which may not accurately reflect their true opinions and behaviors.