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Customer knowledge management in the insurance industry in Malaysia. The role of knowledge sharing, market and technology turbulence / Ahmad Suffian Mohd Zahari

Customer Knowledge Management (CKM) is derived from the knowledge management concept, which can be applied by organizations strategies to satisfy their customers’ needs and wants. The dimensions of customer knowledge management are developed from the knowledge flow perspectives such as knowledge for...

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Main Author: Mohd Zahari, Ahmad Suffian
Format: Book Section
Language:English
Published: Institute of Graduate Studies, UiTM 2014
Subjects:
Malaysia
Online Access:http://ir.uitm.edu.my/id/eprint/19680/1/ABS_AHMAD%20SUFFIAN%20MOHD%20ZAHARI%20TDRA%20VOL%206%20IGS_14.pdf
http://ir.uitm.edu.my/id/eprint/19680/
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spelling my.uitm.ir.196802018-06-07T05:44:03Z http://ir.uitm.edu.my/id/eprint/19680/ Customer knowledge management in the insurance industry in Malaysia. The role of knowledge sharing, market and technology turbulence / Ahmad Suffian Mohd Zahari Mohd Zahari, Ahmad Suffian Malaysia Customer Knowledge Management (CKM) is derived from the knowledge management concept, which can be applied by organizations strategies to satisfy their customers’ needs and wants. The dimensions of customer knowledge management are developed from the knowledge flow perspectives such as knowledge for customers, knowledge about customers and knowledge from customers. In this manner, CKM refers to the management of knowledge for customers, knowledge about customers and knowledge from customers to improve organizational performance. This study examined the effects of CKM dimensions in influencing organizational performance in insurance industry in Malaysia. This study also investigated the influence of moderating effects of market and technology turbulence in the relationship between knowledge sharing and organizational performance and between CKM and organizational performance. This study also examined the mediating effects of knowledge sharing in the relationship between CKM and organizational performance. A total of 180 managers from various insurance companies in Malaysia are involved in this study by voluntarily completing the survey questionnaires. Institute of Graduate Studies, UiTM 2014 Book Section PeerReviewed text en http://ir.uitm.edu.my/id/eprint/19680/1/ABS_AHMAD%20SUFFIAN%20MOHD%20ZAHARI%20TDRA%20VOL%206%20IGS_14.pdf Mohd Zahari, Ahmad Suffian (2014) Customer knowledge management in the insurance industry in Malaysia. The role of knowledge sharing, market and technology turbulence / Ahmad Suffian Mohd Zahari. In: The Doctoral Research Abstracts. IPSis Biannual Publication, 6 . Institute of Graduate Studies, UiTM, Shah Alam.
institution Universiti Teknologi Mara
building Tun Abdul Razak Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Mara
content_source UiTM Institutional Repository
url_provider http://ir.uitm.edu.my/
language English
topic Malaysia
spellingShingle Malaysia
Mohd Zahari, Ahmad Suffian
Customer knowledge management in the insurance industry in Malaysia. The role of knowledge sharing, market and technology turbulence / Ahmad Suffian Mohd Zahari
description Customer Knowledge Management (CKM) is derived from the knowledge management concept, which can be applied by organizations strategies to satisfy their customers’ needs and wants. The dimensions of customer knowledge management are developed from the knowledge flow perspectives such as knowledge for customers, knowledge about customers and knowledge from customers. In this manner, CKM refers to the management of knowledge for customers, knowledge about customers and knowledge from customers to improve organizational performance. This study examined the effects of CKM dimensions in influencing organizational performance in insurance industry in Malaysia. This study also investigated the influence of moderating effects of market and technology turbulence in the relationship between knowledge sharing and organizational performance and between CKM and organizational performance. This study also examined the mediating effects of knowledge sharing in the relationship between CKM and organizational performance. A total of 180 managers from various insurance companies in Malaysia are involved in this study by voluntarily completing the survey questionnaires.
format Book Section
author Mohd Zahari, Ahmad Suffian
author_facet Mohd Zahari, Ahmad Suffian
author_sort Mohd Zahari, Ahmad Suffian
title Customer knowledge management in the insurance industry in Malaysia. The role of knowledge sharing, market and technology turbulence / Ahmad Suffian Mohd Zahari
title_short Customer knowledge management in the insurance industry in Malaysia. The role of knowledge sharing, market and technology turbulence / Ahmad Suffian Mohd Zahari
title_full Customer knowledge management in the insurance industry in Malaysia. The role of knowledge sharing, market and technology turbulence / Ahmad Suffian Mohd Zahari
title_fullStr Customer knowledge management in the insurance industry in Malaysia. The role of knowledge sharing, market and technology turbulence / Ahmad Suffian Mohd Zahari
title_full_unstemmed Customer knowledge management in the insurance industry in Malaysia. The role of knowledge sharing, market and technology turbulence / Ahmad Suffian Mohd Zahari
title_sort customer knowledge management in the insurance industry in malaysia. the role of knowledge sharing, market and technology turbulence / ahmad suffian mohd zahari
publisher Institute of Graduate Studies, UiTM
publishDate 2014
url http://ir.uitm.edu.my/id/eprint/19680/1/ABS_AHMAD%20SUFFIAN%20MOHD%20ZAHARI%20TDRA%20VOL%206%20IGS_14.pdf
http://ir.uitm.edu.my/id/eprint/19680/
_version_ 1685649243803484160
score 13.211869

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