Purpose – Enterprises realize that customers are their most important asset and recognize that a high level of customer satisfaction can only be achieved by enhancing service quality. Thus, how enterprises acquire customer knowledge by which to initiate and maintain customer relationships, as...

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...