Dynamics Strategy of Effect of Knowledge on Performance and Customer Satisfaction Stabilization

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MIRGHAFOORI SEYED HABIB ALLAH; MOROVVATI SHARIFABADI ALI; Maddah Morteza

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Journal Paper

Paper Information

Journal: JOURNAL OF STRATEGIC MANAGEMENT STUDIES Year:2012 | Volume:2 | Issue:8 Page(s): 103-122

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Title

Dynamics Strategy of Effect of Knowledge on Performance and Customer Satisfaction Stabilization

Author(s)

MIRGHAFOORI SEYED HABIB ALLAH | MOROVVATI SHARIFABADI ALI | Maddah Morteza | Issue Writer Certificate

Keywords

Knowledge ManagementQ2

System DynamicsQ1

ProfitabilityQ2

Customer SatisfactionQ2

Abstract

This research intended to identify and analyze the effects of components of Knowledge Management on organizational performance and Customer Satisfaction. Considering the dynamic nature of the Knowledge Management, system dynamic model is used. For this purpose, firstly causal diagrams loop was modeled; then stock-flow diagram was designed and scenarios were designed and tested. This research has been done by coded and semi-structured questionnaire that has been designed through Focus Group interviews with the experts and top managers of Yazd Alloy Steel Company; and using of these organizational documents. Model fitness and sensitivity Analysis based on scenarios showed that implementation of appropriate Knowledge Management system and paying attention to R & D and training activities in the organization and also increasing the documentation and knowledge sharing, the Profitability and Customer Satisfaction of the organization will be improved and stabilized.

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APA: Copy

MIRGHAFOORI, SEYED HABIB ALLAH, MOROVVATI SHARIFABADI, ALI, & Maddah, Morteza. (2012). Dynamics Strategy of Effect of Knowledge on Performance and Customer Satisfaction Stabilization. JOURNAL OF STRATEGIC MANAGEMENT STUDIES, 2(8 ), 103-122. SID. https://sid.ir/paper/181632/en

Vancouver: Copy

MIRGHAFOORI SEYED HABIB ALLAH, MOROVVATI SHARIFABADI ALI, Maddah Morteza. Dynamics Strategy of Effect of Knowledge on Performance and Customer Satisfaction Stabilization. JOURNAL OF STRATEGIC MANAGEMENT STUDIES[Internet]. 2012;2(8 ):103-122. Available from: https://sid.ir/paper/181632/en

IEEE: Copy

SEYED HABIB ALLAH MIRGHAFOORI, ALI MOROVVATI SHARIFABADI, and Morteza Maddah, “Dynamics Strategy of Effect of Knowledge on Performance and Customer Satisfaction Stabilization,” JOURNAL OF STRATEGIC MANAGEMENT STUDIES, vol. 2, no. 8 , pp. 103–122, 2012, [Online]. Available: https://sid.ir/paper/181632/en

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