The Effect of Knowledge Management through Human Resources Information Systems on Customer Relationship Management in Aquatic Sport Centers

Abstract

Objectives. The purpose of this research is to investigate the impact of knowledge management through information systems of human resources on customer relationship management. Methods. The study population included managers and employees of Mashhad's aquatic sport centres like 'Blue Waves', 'Armaghan', 'Surging Waves', and 'Sunshine Coast Park' (600 persons). Using a Morgan table, 234 cases were selected as sample, based on cluster sampling method, and randomly. The research method was descriptive-analytical. Data collection was conducted as a field study. The measurement tools were knowledge management q uestionnaire and human resources information systems questionnaire and customer relationship management questionnaire respectively. The validity of the questionnaires was observed andapproved by 10 sports management experts and professors of Azad University of Mashhad and Ferdowsi University of Mashhad.Validation was determined by Cronbach's alpha respectively as 0.91, 0.87 and 0.90. Results. The results showed that knowledge management through human resources information systems has a significant positive effect on customer relationship management. Conclusion. It can be said that aquatic sport centers should more attend the important role of information systems to increase customer satisfaction along with knowledge management.

Effect of human resource capabilities on customer relationship management in private hospitals in Kenya

“…Similarly, this study validates study by Pittway (2017) which confirmed the importance of human resource capabilities which allows smooth transitions through five levels of CRM. Finally, the findings of this study confirm findings by Keshtidar et al (2017) in their study on the Effect of Knowledge Management through Human Resources Information Systems on Customer Relationship Management in Aquatic Sport Centers which established knowledge management as important for success of CRM.…”

“…It may also be ways of ensuring staff are professionally trained to avoid errors that may lead to lawsuits due to negligence. This statement supports study by Njoroge (2016) which stated that skilled staff are crucial for the success of CRM as well as study by Keshtidar et al (2017) which established knowledge management as important for success of CRM. The second highest mean was 3.94 where 73% of the staff agreed with the statement that staffing was adequate to avoid long working hours by our staff.…”

“…The study suggested that management should take enough measures to make sure that CRM strategies are adopted, and that the government and relevant organizations should supply more training to the youth on the best CRM strategies to use in marketing, finance management and production process in order connect their operation to the customers to enhance performance in SMEs. Keshtidar, Reza, Ghandehari, and Harati (2017) explored the impact of knowledge management through Human Resources Information Systems on Customer Relationship Management in Aquatic Sport Centres. Population of the study comprised 600 managers and employees of Mashhad's aquatic sport centres like 'Blue Waves', 'Armaghan', 'Surging Waves', and 'Sunshine Coast Park'.…”

“…Githinji (2017) identified people skills as important in improving the CRM capabilities. Njoroge (2016) examined human resource and skilled staff as crucial for the success of CRM while Keshtidar et al (2017) established knowledge management as important for success of CRM. Additionally, Pittway (2017) studied the important of employees on success of service quality in Europe.…”

The impact of consumer knowledge on profitable consumer loyalty through perceived service quality and psychological involvement in non-profit sport clubs

“…According to Tseng and Wu (2014), the possession of CK enables organizations to enhance their competitive advantage through differentiation of services, leading to a point of difference over their competitors. CKM thus enables an organization to quickly respond to consumer needs and demands (Tseng, 2016), which can improve the relationship between the organization and their consumers, and enhance the quality of service offered by the organization (Keshtidar et al , 2017). Ultimately, research has shown that CK directly influences consumers' intentions to use sport services (Behnam et al , 2020).…”