THE EFFECT OF KNOWLEDGE MANAGEMENT ON CUSTOMER ORIENTATION: CASE STUDY OF INSURANCE COMPANIES IN TEHRAN

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MOVAHEDI M.M.; MORADI M.

مرکز اطلاعات علمی Scientific Information Database (SID) - Trusted Source for Research and Academic Resources

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Paper Information

Journal: JOURNAL OF INDUSTRIAL STRATEGIC MANAGEMENT (PAJOUHESHGAR) Year:2015 | Volume:11 | Issue:36 Page(s): 41-54

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Title

THE EFFECT OF KNOWLEDGE MANAGEMENT ON CUSTOMER ORIENTATION: CASE STUDY OF INSURANCE COMPANIES IN TEHRAN

Author(s)

MOVAHEDI M.M. | MORADI M. | Issue Writer Certificate

Keywords

CUSTOMER SATISFACTIONQ2

KNOWLEDGE MANAGEMENTQ2

CUSTOMER ORIENTATIONQ2

ORGANIZATIONAL VARIABLESQ2

Abstract

In this study, the impact of KNOWLEDGE MANAGEMENT components including knowledge acquisition, dissemination of information technology knowledge will be studied to identify and record the requirements in CUSTOMER ORIENTATION. The role of organizational factors as well as CUSTOMER ORIENTATION variables is analyzed as mediating moderating variables. The methodology of the research is practical by the nature and a descriptive survey in data collection. The data required will be collected through questionairies filled by the managers and employees working in public and private insurance companies in Tehran. to analyze the data collected, structural equations are used. The collected data are analyzed via LISREL software. The results suggest that KNOWLEDGE MANAGEMENT influence customers satisfaction through affecting ORGANIZATIONAL VARIABLES and CUSTOMER ORIENTATION also plays as a moderator.

Cites

EFFECT OF NURSESʼ PERCEPTIONS ON THE QUALITY OF SERVICES RECEIVED BY MANAGERS ON THEIR CUSTOMER-ORIENTED BEHAVIORS (PATIENT CENTERED CARE)

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APA: Copy

MOVAHEDI, M.M., & MORADI, M.. (2015). THE EFFECT OF KNOWLEDGE MANAGEMENT ON CUSTOMER ORIENTATION: CASE STUDY OF INSURANCE COMPANIES IN TEHRAN. JOURNAL OF INDUSTRIAL STRATEGIC MANAGEMENT (PAJOUHESHGAR), 11(36), 41-54. SID. https://sid.ir/paper/151451/en

Vancouver: Copy

MOVAHEDI M.M., MORADI M.. THE EFFECT OF KNOWLEDGE MANAGEMENT ON CUSTOMER ORIENTATION: CASE STUDY OF INSURANCE COMPANIES IN TEHRAN. JOURNAL OF INDUSTRIAL STRATEGIC MANAGEMENT (PAJOUHESHGAR)[Internet]. 2015;11(36):41-54. Available from: https://sid.ir/paper/151451/en

IEEE: Copy

M.M. MOVAHEDI, and M. MORADI, “THE EFFECT OF KNOWLEDGE MANAGEMENT ON CUSTOMER ORIENTATION: CASE STUDY OF INSURANCE COMPANIES IN TEHRAN,” JOURNAL OF INDUSTRIAL STRATEGIC MANAGEMENT (PAJOUHESHGAR), vol. 11, no. 36, pp. 41–54, 2015, [Online]. Available: https://sid.ir/paper/151451/en

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