Critical processes of knowledge management and value for the internal and external customers

Abstract

Firms are continually looking for new ways to get the best results. In this study, the focus is on the relationship between absorptive capacity (ACAP) and customer value (CV), proposing a multiple mediation model to analyze this relationship.The study's contribution to the literature is to examine, empirically, the antecedents and determinants of this variable in greater depth. Thus, the research fills a gap in the literature through its analysis of the mediating role of knowledge stock (KS) and the knowledge application (KA). This study applies variance-based structural equation modeling via partial least squares to a sample of 151branch office managers from the Spanish banking industry. The results show that both the direct effect and indirect effect, through the mediation of KS and KA, are significant in the relationship between ACAP and CV.