Customer knowledge management in the insurance industry in Malaysia. The role of knowledge sharing, market and technology turbulence / Ahmad Suffian Mohd Zahari

Customer Knowledge Management (CKM) is derived from the knowledge management concept, which can be applied by organizations strategies to satisfy their customers’ needs and wants. The dimensions of customer knowledge management are developed from the knowledge flow perspectives such as knowledge for...

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Main Author:	Mohd Zahari, Ahmad Suffian
Format:	Thesis
Language:	English
Published:	2014
Subjects:	Management Industrial Management Insurance
Online Access:	https://ir.uitm.edu.my/id/eprint/27739/1/TP_AHMAD%20SUFFIAN%20MOHD%20ZAHARI%20BM%2014_5.pdf
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id	my-uitm-ir.27739
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spelling	my-uitm-ir.277392022-06-23T03:02:40Z Customer knowledge management in the insurance industry in Malaysia. The role of knowledge sharing, market and technology turbulence / Ahmad Suffian Mohd Zahari 2014 Mohd Zahari, Ahmad Suffian Management. Industrial Management Knowledge management. Organizational learning Insurance Customer Knowledge Management (CKM) is derived from the knowledge management concept, which can be applied by organizations strategies to satisfy their customers’ needs and wants. The dimensions of customer knowledge management are developed from the knowledge flow perspectives such as knowledge for customers, knowledge about customers and knowledge from customers. In this manner, CKM refers to the management of knowledge for customers, knowledge about customers and knowledge from customers to improve organizational performance. This study examined the effects of CKM dimensions in influencing organizational performance in insurance industry in Malaysia. This study also investigated the influence of moderating effects of market and technology turbulence in the relationship between knowledge sharing and organizational performance and between CKM and organizational performance. This study also examined the mediating effects of knowledge sharing in the relationship between CKM and organizational performance. A total of 180 managers from various insurance companies in Malaysia are involved in this study by voluntarily completing the survey questionnaires. A series of statistical analyses were applied including descriptive analysis, factor analysis, reliability analysis, correlation analysis and multiple regressions analysis using the SPSS software. The finding of this study contributed to advance understanding of CKM and organizational performance in a number of important ways. First, the results of the study indicate support for the relationship between CKM dimensions and organizational performance. Knowledge for customers, knowledge about customers and knowledge from customers were found to have significant influences on organizational performance. Second, the results reveal that CKM dimensions have significant influence on knowledge sharing. With regard to the relationship between knowledge sharing and organizational performance, the results show that knowledge sharing was found to be significantly associated with organizational performance. Furthermore, the results also indicate that knowledge sharing as a mediator significantly mediated the relationship between CKM and organizational performance. Looking at the moderating effect of technology turbulence, the results show that technology turbulence significantly moderated the relationship between knowledge sharing and organizational performance. In contrast, market turbulence did not moderate the relationship between knowledge sharing and organizational performance. Finally, regarding the moderating effect of market turbulence on the relationship between CKM dimensions and organizational performance, the study revealed that market turbulence did not moderate the relationship between CKM and organizational performance. Furthermore, technology turbulence also did not moderate the relationship between CKM dimensions and organizational performance. The findings of this study contribute to knowledge management and marketing literature by adding new empirical evidence on the relationship between CKM, organizational performance, knowledge sharing, market and technology turbulence. In terms of managerial implications, the findings help insurance companies in organizing CKM dimensions, particularly in strategizing, marketing, decision making and positioning themselves in the insurance industry. 2014 Thesis https://ir.uitm.edu.my/id/eprint/27739/ https://ir.uitm.edu.my/id/eprint/27739/1/TP_AHMAD%20SUFFIAN%20MOHD%20ZAHARI%20BM%2014_5.pdf text en public phd doctoral Universiti Teknologi MARA Faculty of Business Management
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
topic	Management Industrial Management Management Industrial Management Insurance
spellingShingle	Management Industrial Management Management Industrial Management Insurance Mohd Zahari, Ahmad Suffian Customer knowledge management in the insurance industry in Malaysia. The role of knowledge sharing, market and technology turbulence / Ahmad Suffian Mohd Zahari
description	Customer Knowledge Management (CKM) is derived from the knowledge management concept, which can be applied by organizations strategies to satisfy their customers’ needs and wants. The dimensions of customer knowledge management are developed from the knowledge flow perspectives such as knowledge for customers, knowledge about customers and knowledge from customers. In this manner, CKM refers to the management of knowledge for customers, knowledge about customers and knowledge from customers to improve organizational performance. This study examined the effects of CKM dimensions in influencing organizational performance in insurance industry in Malaysia. This study also investigated the influence of moderating effects of market and technology turbulence in the relationship between knowledge sharing and organizational performance and between CKM and organizational performance. This study also examined the mediating effects of knowledge sharing in the relationship between CKM and organizational performance. A total of 180 managers from various insurance companies in Malaysia are involved in this study by voluntarily completing the survey questionnaires. A series of statistical analyses were applied including descriptive analysis, factor analysis, reliability analysis, correlation analysis and multiple regressions analysis using the SPSS software. The finding of this study contributed to advance understanding of CKM and organizational performance in a number of important ways. First, the results of the study indicate support for the relationship between CKM dimensions and organizational performance. Knowledge for customers, knowledge about customers and knowledge from customers were found to have significant influences on organizational performance. Second, the results reveal that CKM dimensions have significant influence on knowledge sharing. With regard to the relationship between knowledge sharing and organizational performance, the results show that knowledge sharing was found to be significantly associated with organizational performance. Furthermore, the results also indicate that knowledge sharing as a mediator significantly mediated the relationship between CKM and organizational performance. Looking at the moderating effect of technology turbulence, the results show that technology turbulence significantly moderated the relationship between knowledge sharing and organizational performance. In contrast, market turbulence did not moderate the relationship between knowledge sharing and organizational performance. Finally, regarding the moderating effect of market turbulence on the relationship between CKM dimensions and organizational performance, the study revealed that market turbulence did not moderate the relationship between CKM and organizational performance. Furthermore, technology turbulence also did not moderate the relationship between CKM dimensions and organizational performance. The findings of this study contribute to knowledge management and marketing literature by adding new empirical evidence on the relationship between CKM, organizational performance, knowledge sharing, market and technology turbulence. In terms of managerial implications, the findings help insurance companies in organizing CKM dimensions, particularly in strategizing, marketing, decision making and positioning themselves in the insurance industry.
format	Thesis
qualification_name	Doctor of Philosophy (PhD.)
qualification_level	Doctorate
author	Mohd Zahari, Ahmad Suffian
author_facet	Mohd Zahari, Ahmad Suffian
author_sort	Mohd Zahari, Ahmad Suffian
title	Customer knowledge management in the insurance industry in Malaysia. The role of knowledge sharing, market and technology turbulence / Ahmad Suffian Mohd Zahari
title_short	Customer knowledge management in the insurance industry in Malaysia. The role of knowledge sharing, market and technology turbulence / Ahmad Suffian Mohd Zahari
title_full	Customer knowledge management in the insurance industry in Malaysia. The role of knowledge sharing, market and technology turbulence / Ahmad Suffian Mohd Zahari
title_fullStr	Customer knowledge management in the insurance industry in Malaysia. The role of knowledge sharing, market and technology turbulence / Ahmad Suffian Mohd Zahari
title_full_unstemmed	Customer knowledge management in the insurance industry in Malaysia. The role of knowledge sharing, market and technology turbulence / Ahmad Suffian Mohd Zahari
title_sort	customer knowledge management in the insurance industry in malaysia. the role of knowledge sharing, market and technology turbulence / ahmad suffian mohd zahari
granting_institution	Universiti Teknologi MARA
granting_department	Faculty of Business Management
publishDate	2014
url	https://ir.uitm.edu.my/id/eprint/27739/1/TP_AHMAD%20SUFFIAN%20MOHD%20ZAHARI%20BM%2014_5.pdf
_version_	1783734005062959104

Customer knowledge management in the insurance industry in Malaysia. The role of knowledge sharing, market and technology turbulence / Ahmad Suffian Mohd Zahari

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