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Does Knowledge Management Influence the Customer's Satisfaction and Intention to Quit? Mediating Role of Customer Relationship Management

Author

Listed:
  • Adeel Mehmood

    (Department of Management Sciences, University of Sargodha Gujranwala campus)

  • Muhammad Yousaf Zain Ul Abedin

Abstract

Satisfied customers are worthy assets for any organization. This study helps in understanding how important is to retain and enlarge these assets by minimizing the intention to quit and maximizing the satisfaction of customers. This research explores the importance of knowledge management and customer relationship management in order to retain advantageous and long-term bonds with customers in hotel industry. The purpose of this study is to examine the effect of knowledge management on customers' satisfaction and intention to quit by concentrating on the mediating role of customer relationship management. Data were collected by applying simple random sampling from employees and customers of hotels in Gujranwala. Results indicated that knowledge management has significant and positive relationships with customers' satisfaction. Moreover, knowledge management is negatively and significantly related to intention to quit. Additionally, customer relationship management also significantly mediates the relationship between knowledge management and customers' satisfaction & intention to quit.

Suggested Citation

  • Adeel Mehmood & Muhammad Yousaf Zain Ul Abedin, 2017. "Does Knowledge Management Influence the Customer's Satisfaction and Intention to Quit? Mediating Role of Customer Relationship Management," Post-Print hal-01599100, HAL.
    • Handle: RePEc:hal:journl:hal-01599100
    Note: View the original document on HAL open archive server: https://hal.science/hal-01599100
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    References listed on IDEAS

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    1. Bolton, Ruth N & Drew, James H, 1991. "A Multistage Model of Customers' Assessments of Service Quality and Value," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 17(4), pages 375-384, March.
    2. Johnson, Michael D. & Fornell, Claes, 1991. "A framework for comparing customer satisfaction across individuals and product categories," Journal of Economic Psychology, Elsevier, vol. 12(2), pages 267-286, June.
    3. Jehad J Badwan & Mazen J Al Shobaki & Samy S Abu Naser & Youssef M Abu Amuna, 2017. "Adopting Technology for Customer Relationship Management in Higher Educational Institutions," Post-Print hal-01500365, HAL.
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    Cited by:

    1. Mohammadjavad Shabankareh & Ali Sarhadi, 2023. "The analysis of the electronic customer relationship management system based on marketing performance and knowledge management of the company using the Fuzzy cognitive map approach," SN Business & Economics, Springer, vol. 3(2), pages 1-23, February.
    2. Lamiae Bentaleb & Saâd El Kabbaj & Mimoun Zouhdi, 2019. "Towards a Comprehensive Knowledge Management Improvement Model for Medical Laboratories," Journal of Information & Knowledge Management (JIKM), World Scientific Publishing Co. Pte. Ltd., vol. 18(02), pages 1-18, June.

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    More about this item

    Keywords

    Knowledge Management; Customer Relationship Management; Customers Satisfaction; Intention to Quit;
    All these keywords.

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