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

Document Type : Original Article

Authors

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.

Abstract

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.
 


Keywords

References

1. Afrashteh, L. (2016). Investigating the Relationship between Marketing Innovations and Knowledge Creation among Managers of Qom Province Industrial Zone. M.Sc., Industrial Management. Tehran: Allameh Tabatabai University. [In Persian]
2. Alavi, M. ; Iranzadeh, S. & Taghipour, A. (2018). The Effect of In-Service Skills Training on Promoting Reliability in the Marine Knowledge Industries with the Mediating Role of Human Resources Empowerment. Marine Science Education Research,4(10): 30-40. [In Persian]
3. Anton, J. (2015). Customer Relationship Management. New Jersey: Prentice-Hall Inc.
4. Benitz, W. (2015). Knowledge management practices and customer relationship management anagement in usa industrial company. Baltic Journal of Management, 10(4): 432-455.
5. Blanchard, K. ; Carlos, J. & Randolph, A. (2016). Managing Empowerment of Personnel. Translated by Mehdi Irannejad Paris. Tehran: Managers Publishing. [In Persian]
6. Buttle, F. & Maklan, S. (2015). Customer Relationship Management. London: Routledge, 3th Edition.
7. Costa, R.G. & Rezende, J.F. (2018). Strategic alignment of knowledge management and value creation: implications on to an oil and gas corporation. RAUSP Management Journal,
https://doi.org/10.1016/j.rauspm.2017.11.01.
8. Fathi Jenaghard, M. (2015). The Relationship between Knowledge Management and Organizational Learning with Organizational Citizenship Behavior in Secondary Schools. M.Sc., Faculty of Educational Sciences and Psychology, Mohaghegh Ardabili University. [In Persian]
9. Fullerton, G. (2011). Creating advocates: The role of satisfaction, trust and commitment. Journal of Retailing and Consumer Services, 18(1): 92-100.
10. Ganesh, N. ; Kassim, N.M. & Hong, H.J. (2014). The effect of corporate branding dimensions on consumers’product evaluation. European Journal of Marketing, 40:825–845.
11. Ghaffari, Z. (2015). Investigating the Relationship between Marketing Innovations and Work Environment Knowledge Structure in Hormozgan Aluminum Company Employees. M.Sc., Islamic Azad University, Karaj Branch. [In Persian]
12. Haghighi, M.A. ; Tabarsa, G.A. & Kameli, B. (2014). Investigation the Relationship between Knowledge Management Processes and Empowerment of Human Resources. Global Journal of Management Studies and researches,1(2): 122-130.
13. Haghshenas Kashani, F. & Rastegari, H. (2013). Effective Factors in Lindgreen model in implementing customer relationship management in the tourism industry of Iran. Organizational Resources Management Researchs,2(4): 65-84.
14. Horvat, J. & Bobek, S. (2014). Mutual Impacts of Human Resources Management and Knowledge Management: Issues of Functions and Effective Factors. Management in Recovering Markets, 5(3).
15. Irannejad, N. & Yadollahi, M. (2015). Investigating the Relationship between Employee Empowerment and Customer Relationship Management (Based on Veton and Cameron Model) of Sepahan Bank Branches in Kerman Province. In: The 2nd National Conference on Management Dynamics. [In Persian]
16. Jalali, R. ; Alvani, S.M. ; Hassanpour, A. & Mohebb Zadeghan,Y. (2018). Identifying and modeling the factors that influence managers' empowerment. Journal of Marine Science Education, 4(7): 14-29. [In Persian]
17. Javani, N. (2015). Investigating Customer Relationship Management with National Gas Company Employees and Their Relationship with Knowledge Leadership Practices in Organization. M.Sc., Government Management, Islamic Azad University, Science and Research Branch, Tehran. [In Persian]
18. Kafcheh, P. ; Ahmadizad, A. ; Mohammadi Mutlagh, M. & Ismaili Fard, A. (2018). The Impact of Knowledge Management on Organizational Performance Considering the Mediating Role of Strategic Human Resources Actions. In: Second International Conference on Management and Economics (21st Century). .[In Persian]
19. Kalajahi, M. & janani, H. (2015). Effect of the Knowledge Management on Empowering Physical Education Teachers in Universities of Northwestern of Iran. International Journal of Sport Studies, 5(8): 921-924.
20. Kalantari, S.h. (2015). Investigating the relationship between customer relationship management of Khorasan Razavi Telecommunication Company with their knowledge resources. M.Sc., Islamic Azad University of Mashhad. [In Persian]
21. Khaki, G.h. (2008). Methodology of research with an approach to thesis. Tehran: Basabat Publications. [In Persian]
22. Khaleghi Baigi, M. ; Benar, A. & Habibi Rad, A. (2014). Determining the Main Factors Influencing Customer Relationship Management Projects in CRM (Case Study: Customer Relationship Management Process Implementation Department, Faculty of Mathematics and Computer Science, Amirkabir University of Technology). Journal of Marketing Management, 24. [In Persian]
23. Kianto, A. ;Vanhala, M. & Heilmann, P. (2018). The impact of knowledge management on job satisfaction. Journal of Knowledge Management, 20(4): 621-636. https://doi.org/10.1108/JKM-10-2015-0398. 
24. Kurd Naich, A. ; Bakhshizadeh, A.R. & Fathhollahi, M. (2017). The Effect of Cognitive Empowerment on Cognitive Empowerment of Employees on Empowerment. Journal of Organizational Behavior Studies,4(14): 119-97. [In Persian]
25. Loon, M. (2019). Knowledge management practice system: Theorising from an international meta-standard. Journal of Business Research, 94(4): 411-432.
26. Maravilhas, S. & Martins, J. (2019). Strategic knowledge management in a digital environment:Tacit and explicit knowledge in Fab Labs. Journal of Business Research, 94: 353-359.
27. Mirsepasi, N. & Hosseinzadeh, N. (2019). Investigating the Impact of Knowledge Management Enablers on Customer Satisfaction with Emphasis on Employee Empowerment Role (Case Study: Qavamin Bank Central Office). Journal of Human Resource Studies, 8(30): 107-126. [In Persian]
28. Moreno, A. ; Locket, N. & Morales, V. (2015). Exploring the role of knowledge management practices in fostering customer relationship management as a catalyst of marketing innovation. Baltic Journal of Management, 10(4): 393- 412.
29. Ravanpykar, Y. ; Fyzi, J. & Pashazadh, Y. (2014). Examine the relationship between knowledge management with organizational learning and employee empowerment in national companies of south oil producing (Case study: Oil Welfare Service Companies). Indian J.Sci.Res, 5(1):284-295.
30. Rodríguez Delgado, A. & Korshenko, E. (2013). Linking employee empowerment and customer perceptions of service quality: Evidence from a Mexican medical retailing company. Available in: https://pdfs.semanticscholar.org/91d5/2ac9a7a0fb5450b59ca2f245a1325d051112.pdf?_ga=2.172158563.1385134775.1588854751-491774926.1526835669
31. Roshandel Arbabani, T. ; Farhanghi, A.A. ; Rabiei, A. & Radfar, S. (2018). Identification of factors affecting human resources empowerment in government media and media organizations. Public Management Quarterly, 9(3): 517-538. [In Persian]
32. Sadeghi Boroujerdi, S. & Hasani, K. (2013). Relationship between Knowledge Management and Employee Empowerment in the Sport and Youth Organization of Iran. International Journal of Research in Organizational Behavior and Human Resource Management, 1(4): 195-209.
33. Sadeghi Darvazeh, S. ; Shul, A. ; Mazroei Nasr Abadi, A. & Farhadian A. (2019). The Role of Knowledge Management Process Capabilities in Structural Empowerment of Human Resources (Case Study: Allameh Tabataba'i University). Strategic Management Journal of Organizational Knowledge of Imam Hossein University: 1(1): 49-72. [In Persian]
34. Salehi Sadaghian, J. & Akhavan, M. (2015). customer relation management. The Accounting Quarterly,176: 23-36. [In Persian]
35. Sarmad, Z. ; Hejazi, A. & Bazorghan, A. (2012). Research in Behavioral Sciences. Tehran: Ageh Publications. [In Persian]
36. Shahhosseini, S. & Piri, M. (2015). Investigation the Role of Knowledge Management in Staff Empowerment (Case Study: General Department of Education, Western Aerbaijan Province). Int. J. Rev. Life. Sci., 5(4): 163-168.
37. Shin-yuan, H. ; Wei-His, H. & Chia-Ant, S.c.J. (2014). Critical factors of hospital adoption on CRM system: Organizational and information system perspectives. Decision Support systems, 48(2): 592-603.
38. Siachou, E. & Gkorezis, P. (2014). Do Empowered Employees Absorb knowledge? An empirical Investigation of The effects of Psychological Empowerment Dimensions on Absorptive Capacity. Management Research Review, 37 (2).
39. Sin, L.Y.M. ; Tse, A.C.B. & Yim, F.H.K. (2005). CRM conceptualization and scale development. International of Journal of Marketing, 39(11-12): 1264-1290.
40. Spreitzer, G.M. (1995). Psychoological empowerment in the workplace: Demensions, measurement, and validation. Academy of management Journal, 38(5): 1442-1465.
41. Tayyib, S.h.M. & Mirzayi, N. (2018). Investigating the Relationship between Organizational Structure and Empowerment of Employees of Tehran Municipality Management Development Deputy. Urban Management Studies,1(29): 67-76. [In Persian]
42. Thaghavi Fard, M. ; Vaghef koohi, M. & Salehi Moghaddam, S.h. (2016). The Impact of Knowledge Management on the Success of Customer Relationship Management Considering the Mediating Effects of Organizational Factors. Journal of Information Technology Management Studies,3(21):77- 95.[In Persian]
43. Yim Hong, K. (2008). Psychological Empowerment of salespeople: The construct, Its Inducement, and consequences on customer Relationships. A Thesis Submitted to the Faculty of Drexel University.
Send comment about this article
CAPTCHA Image
Sciences and Techniques of Information Management
Volume 6, Issue 1
May 2020
Pages 50-78

Files

Share

How to cite

Statistics