Knowledge Management and Role Clarity as Antecedents of Service Quality (Published)
The effective management of employees’ knowledge has been described as a critical ingredient for organisations seeking to ensure sustainable strategic competitive advantage in the market place. The purpose of the study was to investigate the impact of knowledge management on employees’ role clarity and quality of services. The study sampled 300 staff from three private hospitals in Ghana namely: Trust Hosiptal, Otoo Memorial Hospital and Cocoa Hospital. The purposive sampling technique was employed to select the private hospitals while simple random was used to select staff of the hosptials. The results revealed that service quality has a positive relationship on knowledge management and service quality
Keywords: Knowledge Management, Service Quality, Staff, role clarity
The Moderating Effect of Customer Satisfaction on the Link between Customer Relationship Management Dimensions (CRMD) and Organizational Performance in Telecommunications Sector in Sudan (Published)
Purpose and Questions – This study serves not only to clarify the relationship between CRM dimensions and organizational performance, but also to explain the moderating role of customer satisfaction in this relationship to answer the following questions: What are the CRM dimensions in Sudanese telecommunications companies? To what extent is the CRM dimensions (customer orientation, CRM organization, knowledge management and technology based CRM) could affect organizational performance? Can customer satisfaction moderate the relationship between CRM dimensions (customer orientation, CRM organization, knowledge management and technology based CRM) and organizational performance? Design/methodology/approach – The data collection utilized a quantitative research method. The research questionnaires were distributed to 286 customers. Descriptive Statistics, factor analysis, ANOVA, multiple regression analysis and hierarchical multiple regression analysis were used to analyze the data collected. Findings – The result of this research showed that the implementation of CRM dimensions is more likely to improve organizational performance, when the company develops customer satisfaction. Research limitations/implications – The identification of CRM dimensions will help telecommunication managers to implement an effective customer relationship management (CRM) that enhances customer satisfaction and organizational performance. Originality/value – The findings of the study contribute enormously to the body of knowledge, as it provides a model to be used for explaining the moderating effect of customer satisfaction on the relationship between CRM four dimensions and organizational performance.
Keywords: CRM organization, CRM organizational performance, Customer Satisfaction, Knowledge Management, Technology based, customer orientation, customer relationship management dimensions (CRMD)