Knowledge from customer, for customer or about customer: which triggers innovation capability the most?

Abstract

Purpose This paper examines the influence of three dimensions of customer knowledge management – knowledge from customer, knowledge for customer and knowledge about customer – on innovation capabilities (speed and quality) and new service market performance. Design/methodology/approach The model links three dimensions of customer knowledge management to two dimensions of innovation capabilities. Further, the model links two dimensions of innovation capabilities to new service market performance. Analysis was conducted through structural equation modelling using SmartPLS software, using data from 253 managers representing 26 banks in Bangladesh. Findings The findings of this study show that knowledge from customer and knowledge for customer are the most influential predictors of new service market performance. Of the three dimensions of customer knowledge management, knowledge from customer turns out to be the strongest predictor of innovation quality and speed. Innovation quality has a greater impact on new service market performance than innovation speed. Innovation capability (quality and speed) plays a mediating role in this study. Practical implications Managing knowledge from, for and about customer should be systematically considered as a synergy approach to firms’ processes and activities to co-create value with customers. In particular, managers should put more emphasis on knowledge from and for customer to enhance innovation capacity and achieve success in the development of a new service. Originality/value This paper empirically supports the significant influence of knowledge from, for and about customer on innovation capabilities (quality and speed) and new service market performance. While the results provide guidance for researchers and practitioners, it also adds value to innovation-related research.

Antecedents of Knowledge Acquisition in Micro, Small and Medium Enterprises

“…In furtherance to that, the research by Taghizadeh et al, (2018) on knowledge from the customer, for the customer or about the customer on innovation capability, studied 253 managers of 26 banks in Bangladesh, using a quantitative means, their results indicate that knowledge from customer and knowledge for the customer has a positive influence on service market performance. In furtherance to that innovation, quality has an impact on new service market performance.…”

Perbandingan Implementasi Manajemen Pengetahuan pada Berbagai Industri

“…Bahkan, banyak lembaga keuangan sekarang mengungkapkan biaya tersembunyi kepada pelanggan untuk membangun kepercayaan dan kepercayaan diri. Pada sektor ini, informasi tentang pelanggan seperti demografi dan pendapatan pelanggan membantu bank untuk menawarkan layanan baru lebih cepat dan mempertahankan standar yang memenuhi harapan pelanggan [22]. Kerangka konseptual untuk sektor perbankan ditunjukkan pada Gbr.…”

Orientasi kewirausahaan dan kemampuan berinovasi

“…Kemampuan inovasi ditentukan sebagai kemampuan yang akan terus mengubah pengetahuan tanpa henti dan ideide ke dalam produk atau layanan baru, proses dan sistem untuk perusahaan dan pemangku kepentingan (Lawson & Samson, 2001). Kemampuan inovasi memungkinkan perusahaan untuk mentransfer pengetahuan tanpa hambatan dan gagasan yang sesuai dengan harapan pelanggan ke dalam sistem untuk perusahaan yang lebih baik (Taghizadeh, Rahman, & Hossain, 2018).…”