Customer Knowledge Management and Degrees of Service Innovation: An insight from banking industry of an emerging country

Taghizadeh, S, Rahman, S, Mohd Noor, N and Maleki Far, S 2017, 'Customer Knowledge Management and Degrees of Service Innovation: An insight from banking industry of an emerging country', in Customer Knowledge Management and Degrees of Service Innovation: An insight from banking industry of an emerging country, RMIT University, Melbourne, Australia, 5-8 December 2017, pp. 218-238.


Document type: Conference Paper
Collection: Conference Papers

Title Customer Knowledge Management and Degrees of Service Innovation: An insight from banking industry of an emerging country
Author(s) Taghizadeh, S
Rahman, S
Mohd Noor, N
Maleki Far, S
Year 2017
Conference name ANZAM
Conference location RMIT University, Melbourne, Australia
Conference dates 5-8 December 2017
Proceedings title Customer Knowledge Management and Degrees of Service Innovation: An insight from banking industry of an emerging country
Publisher ANZAM
Place of publication AUstralia
Start page 218
End page 238
Total pages 21
Abstract The aim of this study is to explore the effects of knowledge for customer, knowledge from customer, and knowledge about customer on exploratory and exploitative innovation separately in the banking industry of an emerging country. To test these relationships, we applied structural equation modelling using, partial least square technique to a sample size of 253 bank managers. The results validate and also suggest that all the dimensions of customer knowledge management significantly influence exploratory innovation and exploitative innovation of the banking industry having prominence in knowledge from the customer. Managers in the service industry should take this result as an important input while devising plans to engage customers in the knowledge management process.
Subjects Marketing Management (incl. Strategy and Customer Relations)
Keyword(s) Knowledge management
Innovation
Continuous innovation
Service industries
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ISBN 9780648110910
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