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The synergistic effects of customer orientation and knowledge management on firm performance


Citation

Zhang, Xinghui and Alwie, Aryaty Binti and Rosli, Anita Binti (2024) The synergistic effects of customer orientation and knowledge management on firm performance. Environment and Social Psychology, 9 (10). art. no. 3052. pp. 1-24. ISSN 2424-8975; eISSN: 2424-7979

Abstract

This review paper explores the intricate relationship between Customer Orientation, Knowledge Management, andFirm Performance, providing a comprehensive analysis of their collective impact on contemporary business practices. Anchored in a robust conceptual framework, the literature review traces the historical evolution of both CustomerOrientation and Knowledge Management, elucidating their theoretical foundations and setting the stage for the analysis. The paper examines the drivers and dimensions of Customer Orientation, identifying factors influencing its adoptionand strategies for measurement within organizations. Simultaneously, it delves into Knowledge Management, exploringdiverse models and best practices for implementation. By analyzing the interplay between Customer OrientationandKnowledge Management, the study uncovers synergies, explores successful integration through real-world case studies, and addresses the challenges and limitations of this dynamic relationship. The paper employs a meticulous methodology, outlining research design, data collection, and analysis with clear criteria for selecting and reviewing relevant studies. Empirical evidence is presented, including quantitative findings, qualitative insights, and a synthesis of results, todetermine the tangible impact on Firm Performance. The implications for business practices are discussed, offeringpractical applications, managerial recommendations, and insights into future trends. The paper concludes withasummary of key findings, highlighting contributions to the field and calling for further research. This reviewserves asavaluable resource for academics, practitioners, and policymakers seeking a nuanced understanding of the forces shapingmodern organizational success.


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Additional Metadata

Item Type: Article
Divisions: Faculty of Humanities, Management and Science
DOI Number: https://doi.org/10.59429/esp.v9i10.3052
Publisher: Arts and Science Press
Keywords: Customer orientation; Knowledge management; Firm performance
Depositing User: Ms. Nuraida Ibrahim
Date Deposited: 30 May 2025 03:02
Last Modified: 30 May 2025 03:02
Altmetrics: http://www.altmetric.com/details.php?domain=psasir.upm.edu.my&doi=10.59429/esp.v9i10.3052
URI: http://psasir.upm.edu.my/id/eprint/117593
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