The Study of the customer relationship management effect on knowledge management with the mediating role of employee empowerment

Document Type : Original Article


1 Assistant Professor, Department of Management and Tourism, Payame Noor University, Iran

2 Assistant Professor, Department of Management and Tourism, Payame Noor University, Iran.

3 Master of Public Administration (Human Resource Development), Faculty of Management, Economics and Accounting, Payame Noor University, Iran.


Aim: The present research examined the effect of knowledge management on the implementation of customer relationship management with the mediating role of employee empowerment.
Methodology: in terms of its purpose, it is applied research and in terms of nature, the method of doing and obtaining the required data, it is descriptive and correlation research type. The research data was collected through a questionnaire consisting of three standard questionnaires of knowledge management, customer relationship and empowerment. The reliability of the questionnaires was confirmed by Cronbach's alpha method and their validity was confirmed by the content validity method. The statistical population of this study was the staff of the General Directorate of Railways of Azerbaijan, which was obtained by simple random sampling method and according to Cochran's formula, 131 people were selected as a sample size.
Findings: The results showed that the coefficients of direct effect of knowledge management on employee empowerment as well as employee empowerment on the implementation of customer relationship management were 0.88 and 0.91, respectively, and the significant coefficients of these relationships were 5.37 and 4.24 and greater than 2.
Conclusion: Knowledge management has a direct positive effect on employee empowerment and also on the implementation of customer relationship management and can lead to a mutual increase. Knowledge management can also have a positive and significant impact on customer relationship management by empowering employees. Therefore, employee empowerment can enhance the effect of knowledge management on customer relationship.


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