The Impact of Customer Knowledge Management on Service Quality with the Mediating Role of Open Innovation

Service quality (SQ) is crucial for customer retention, making it essential for managers to understand the factors influencing it. In today’s competitive landscape, organizations are increasingly investing in customer knowledge management (CKM) to enhance their service delivery. Although substantial research has been conducted on SQ, significant gaps persist, highlighting the need for further investigation. This study addresses these gaps by exploring the impact of CKM on SQ, with a particular focus on the mediating role of open innovation (OI). Adopting a quantitative approach, the research employs a descriptive correlational design and utilizes structural equation modeling for data analysis. The study sample comprises ۲۰۰ companies in the information technology (IT) sector in Tehran, of which ۱۳۹ completed the questionnaires. The obtained data were analyzed using AMOS and SPSS software. The findings indicate a positive and significant relationship between CKM and SQ, confirming that OI serves as a mediator in this relationship. Organizations that effectively integrate CKM with OI are more likely to achieve higher service quality, underscoring the importance of these strategies for enhancing customer satisfaction.

کلیدواژه ها:

Service Quality ، Knowledge Management ، customer knowledge management ، Open innovation ، knowledge economy