CUSTOMER KNOWLEDGE MANAGEMENT AND ITS ROLE ON CONTINUES INNOVATION AND SUPERIOR PERFORMANCE (CASE STUDY OF PRIVATE BANKS IN GUILAN)

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ESMAEILPOUR REZA; DOOSTAR MOHAMMAD; TAHERPARVAR NASTARAN

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Journal: JOURNAL OF BUSINESS MANAGEMENT Year:2016 | Volume:8 | Issue:1 Page(s): 1-28

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Information Journal Paper

Title

CUSTOMER KNOWLEDGE MANAGEMENT AND ITS ROLE ON CONTINUES INNOVATION AND SUPERIOR PERFORMANCE (CASE STUDY OF PRIVATE BANKS IN GUILAN)

Author(s)

ESMAEILPOUR REZA | DOOSTAR MOHAMMAD | TAHERPARVAR NASTARAN | Issue Writer Certificate

Keywords

CUSTOMERS’ KNOWLEDGE FLOWSQ1

FIRM PERFORMANCEQ2

CUSTOMER KNOWLEDGE MANAGEMENTQ1

INNOVATIONQ1

Abstract

With increasing fierce competition in recent years, many organizations pay attention to outside sources, especially customer knowledge, in order to achieve new source of competitive advantage. The main purpose of our paper is to shed light on the consequences of customer knowledge flows on various dimensions of INNOVATION and organization performance. Investigating 280 employees of private banks in Guilan, and analyzing the data by LISREL, we found out that knowledge from customers, as an important source of new ideas and competitive advantage, has a positive impact on INNOVATION speed and quality and also operational and financial performance. Also, our results demonstrate a different effect of knowledge about customer and knowledge for customer on various dimensions of INNOVATION and FIRM PERFORMANCE. Our conclusions may help banks in formulating appropriate strategy in order to achieve higher INNOVATION capability and superior performance by utilizing customer knowledge flows effectively.

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APA: Copy

ESMAEILPOUR, REZA, DOOSTAR, MOHAMMAD, & TAHERPARVAR, NASTARAN. (2016). CUSTOMER KNOWLEDGE MANAGEMENT AND ITS ROLE ON CONTINUES INNOVATION AND SUPERIOR PERFORMANCE (CASE STUDY OF PRIVATE BANKS IN GUILAN). JOURNAL OF BUSINESS MANAGEMENT, 8(1 ), 1-28. SID. https://sid.ir/paper/140103/en

Vancouver: Copy

ESMAEILPOUR REZA, DOOSTAR MOHAMMAD, TAHERPARVAR NASTARAN. CUSTOMER KNOWLEDGE MANAGEMENT AND ITS ROLE ON CONTINUES INNOVATION AND SUPERIOR PERFORMANCE (CASE STUDY OF PRIVATE BANKS IN GUILAN). JOURNAL OF BUSINESS MANAGEMENT[Internet]. 2016;8(1 ):1-28. Available from: https://sid.ir/paper/140103/en

IEEE: Copy

REZA ESMAEILPOUR, MOHAMMAD DOOSTAR, and NASTARAN TAHERPARVAR, “CUSTOMER KNOWLEDGE MANAGEMENT AND ITS ROLE ON CONTINUES INNOVATION AND SUPERIOR PERFORMANCE (CASE STUDY OF PRIVATE BANKS IN GUILAN),” JOURNAL OF BUSINESS MANAGEMENT, vol. 8, no. 1 , pp. 1–28, 2016, [Online]. Available: https://sid.ir/paper/140103/en

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