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Customer knowledge management competence evaluation of agritourism enterprises by using the balanced scorecard and fuzzy-AHP: Evidence from Chengdu-Chongqing economic circle

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  • Guoyi Chen
  • Jiansheng Zhang
  • Wei Tan
  • Shangmin Zhang
  • Bangquan Yan

Abstract

This paper provides an evaluation framework to explore the linking mechanisms between customer knowledge management competence (CKMC) and Balanced Scorecard (BSC). With a case study from Chengdu-Chongqing Economic Circle of China, this paper attempts to empirically justify the framework. An index system was established for evaluating CKMC based on BSC and knowledge management process, the weight design and consistency check of the indexes were implemented by using the analytic hierarchy process (AHP), and the overall evaluation value and concrete index scores at all levels were obtained via the fuzzy evaluation method. Empirical results show that CKMC performance measurement indicators were ranked in order of importance as Business process performance dimensions (0.465), System support dimensions (0.289), Customer communication dimensions (0.152) and Market performance dimension (0.094). It also shows that the overall score of CKMC was 3.404, reflecting that the CKMC was in a state of general satisfaction. This research also identifies key factors hindering implementation of CKMC, including Attention from senior leaders (2.871), customer knowledge sharing efficiency (2.928), and information technology level (3.133). This research could contribute to CKM theory by extending customer knowledge management competence research with BSC initiatively. For practitioners, this study may provide useful suggestions to identify key factors promoting business CKMC, and finally promotes sustainable development of Agritourism.

Suggested Citation

  • Guoyi Chen & Jiansheng Zhang & Wei Tan & Shangmin Zhang & Bangquan Yan, 2023. "Customer knowledge management competence evaluation of agritourism enterprises by using the balanced scorecard and fuzzy-AHP: Evidence from Chengdu-Chongqing economic circle," PLOS ONE, Public Library of Science, vol. 18(2), pages 1-22, February.
    • Handle: RePEc:plo:pone00:0280482
    DOI: 10.1371/journal.pone.0280482
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    References listed on IDEAS

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    1. Jui-Te Chiang & Chei-Chang Chiou & Shuh-Chyi Doong & I-Fang Chang, 2020. "Research on the Construction of Performance Indicators for the Marketing Alliance of Catering Industry and Credit Card Issuing Banks by Using the Balanced Scorecard and Fuzzy AHP," Sustainability, MDPI, vol. 12(21), pages 1-24, October.
    2. Salvatore Ammirato & Alberto Michele Felicetti & Cinzia Raso & Bruno Antonio Pansera & Antonio Violi, 2020. "Agritourism and Sustainability: What We Can Learn from a Systematic Literature Review," Sustainability, MDPI, vol. 12(22), pages 1-18, November.
    3. Francesco Castagna & Piera Centobelli & Roberto Cerchione & Emilio Esposito & Eugenio Oropallo & Renato Passaro, 2020. "Customer Knowledge Management in SMEs Facing Digital Transformation," Sustainability, MDPI, vol. 12(9), pages 1-16, May.
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