Impact of Knowledge Management Systems on Customer Perspective
摘要
This study seeks to examine the impact of knowledge management systems on customer perspective. Based on an extensive review of literature, a preliminary research model was conceptualized through cross-sectional research design involving a quantitative approach. A stratified sampling technique was relied on to target a total of 263 companies using internet-based survey to represent the target population of all FMCG firms operating in Jordan. Upon the statistical analysis results, it is evident that KMS positively impacts customer perspective, while both Knowledge Intensity and Knowledge Sharing and Techniques had the highest impacts among all other relationships coefficients with customer perspective.