The Impact of Customer Knowledge Management on word‐ of‐ mouth via Quality of Electronic Services (case study: Tehran E-retailers)

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HASSANI MOHSEN; SHARIF ATEFEH; ZANDIAN FATEMEH

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Paper Information

Journal: IRANIAN JOURNAL OF INFORMATION MANAGEMENT Year:2020 | Volume:5 | Issue:2 (9) Page(s): 97-119

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Title

The Impact of Customer Knowledge Management on word‐ of‐ mouth via Quality of Electronic Services (case study: Tehran E-retailers)

Author(s)

HASSANI MOHSEN | SHARIF ATEFEH | ZANDIAN FATEMEH | Issue Writer Certificate

Keywords

Customer Knowledge ManagementQ1

E-CommerceQ2

Quality of Electronic ServicesQ1

Word of MouthQ1

Abstract

The purpose of this study is to investigate the impact of Customer Knowledge Management on Word of Mouth, considering the mediating role of Eservice quality. This applied study used descriptive correlational methods. A questionnaire was used to measure the research variables. The statistical society is the customers of electronic retailers in Tehran. The sample size was determined according to the Cochran formula (384). The results of this study showed that the Customer Knowledge Management affects Word of Mouth by mediating the Quality of Electronic Services. Also, the dimensions of Customer Knowledge Management (knowledge about, for and of the customer) have a positive and significant impact on the Quality of Electronic Services. The Quality of Electronic Services also has a positive and meaningful effect on oral advertisement. The examination of needs, criticisms, complaints and, in general, Customer Knowledge Management is a key factor in improving the Quality of Electronic Services and providing services tailored to customer needs. Providing services tailored to customer needs affects their perceptions of the quality of services and products. If services and products are localized and tailored to the needs of the customer, they will have great benefits for electronic retailers and customers. One of the most valuable benefits of electronic retailers is in the Word of Mouth. Many of the world's largest companies, including Amazon, owe their reputation to the Word of Mouth.

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APA: Copy

HASSANI, MOHSEN, SHARIF, ATEFEH, & ZANDIAN, FATEMEH. (2020). The Impact of Customer Knowledge Management on word‐ of‐ mouth via Quality of Electronic Services (case study: Tehran E-retailers). IRANIAN JOURNAL OF INFORMATION MANAGEMENT, 5(2 (9) ), 97-119. SID. https://sid.ir/paper/404257/en

Vancouver: Copy

HASSANI MOHSEN, SHARIF ATEFEH, ZANDIAN FATEMEH. The Impact of Customer Knowledge Management on word‐ of‐ mouth via Quality of Electronic Services (case study: Tehran E-retailers). IRANIAN JOURNAL OF INFORMATION MANAGEMENT[Internet]. 2020;5(2 (9) ):97-119. Available from: https://sid.ir/paper/404257/en

IEEE: Copy

MOHSEN HASSANI, ATEFEH SHARIF, and FATEMEH ZANDIAN, “The Impact of Customer Knowledge Management on word‐ of‐ mouth via Quality of Electronic Services (case study: Tehran E-retailers),” IRANIAN JOURNAL OF INFORMATION MANAGEMENT, vol. 5, no. 2 (9) , pp. 97–119, 2020, [Online]. Available: https://sid.ir/paper/404257/en

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