Purpose: The purpose of this study is to examine the impact of the relationship quality on customer loyalty. The moderating role played by online service recovery in this study is further discussed. Design/methodology/approach: A quantitative Web-based survey study was conducted to...

Nowadays, the business environment has become more turbulent and more competitive; hence, supplier relationships have become strategic assets for firm survival. Furthermore, this relationship has become an important issue for understanding how firms apply knowledge management capabilities (KMC)...

Purpose – The purpose of this paper is to explore the influence of knowledge management capability (KMC) and customer knowledge gaps (CKG) on corporate performance, as well as proposing concrete suggestions for filling CKG and enhancing corporate performance. Design/methodology/approach – In...

Purpose – Firms survive by exploiting knowledge resources to maintain customer relationships more efficiently and effectively, as well as enhance their service quality. However, whether an enterprise can effectively utilize knowledge resources determines the effectiveness of knowledge...