{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,8,2]],"date-time":"2025-08-02T17:26:09Z","timestamp":1754155569889,"version":"3.41.2"},"reference-count":46,"publisher":"Emerald","issue":"4","license":[{"start":{"date-parts":[[2021,12,24]],"date-time":"2021-12-24T00:00:00Z","timestamp":1640304000000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["K"],"published-print":{"date-parts":[[2023,3,24]]},"abstract":"<jats:sec><jats:title content-type=\"abstract-subheading\">Purpose<\/jats:title><jats:p>The purpose of this research was to model the impact of customer knowledge on the performance of organization with a focus on information technology industry. Furthermore, it is intended to analyze the effect of customer knowledge investment on the performance measures, by reviewing investment policies.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Design\/methodology\/approach<\/jats:title><jats:p>The relationship between customer knowledge and performance measures was specified using literature review and grounded theory method. The system dynamics approach was then applied to analyze the impact of the customer knowledge on the performance measures.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Findings<\/jats:title><jats:p>This study provided a dynamic model on the causal relationship between customer knowledge and organizational performance. The results showed that measures such as product development, financial performance, idea generation, technical knowledge and knowledge maturity were affected by the customer knowledge while the relationship with customer loyalty and the number of customers was not proven. Besides, it was found that to increase the impact of customer knowledge on organizational performance, knowledge maturity was essential, and investing on customer knowledge without investing on knowledge maturity would reduce the organizational performance. The results also showed that more knowledge investment would not necessarily increase financial strength of the organization.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Practical implications<\/jats:title><jats:p>Results of this study could be useful for strategy formulation and deployment especially for IT-based companies showing the importance of investment on customer knowledge on the one hand and the knowledge maturity in the organization on the other hand.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Originality\/value<\/jats:title><jats:p>In this research, the impact of customer knowledge on both financial and nonfinancial performance measures was studied showing new findings on the dynamism of their relationships.<\/jats:p><\/jats:sec>","DOI":"10.1108\/k-01-2021-0084","type":"journal-article","created":{"date-parts":[[2021,12,22]],"date-time":"2021-12-22T13:32:05Z","timestamp":1640179925000},"page":"1463-1486","source":"Crossref","is-referenced-by-count":2,"title":["The impact of customer knowledge on the organizational performance: a system dynamics approach"],"prefix":"10.1108","volume":"52","author":[{"ORCID":"https:\/\/orcid.org\/0000-0002-4752-2290","authenticated-orcid":false,"given":"Seyed Danial","family":"Bidgoli","sequence":"first","affiliation":[]},{"ORCID":"https:\/\/orcid.org\/0000-0002-6608-2446","authenticated-orcid":false,"given":"Mohammad Saleh","family":"Owlia","sequence":"additional","affiliation":[]},{"ORCID":"https:\/\/orcid.org\/0000-0001-8975-3655","authenticated-orcid":false,"given":"Mohammad Taghi","family":"Isaai","sequence":"additional","affiliation":[]}],"member":"140","published-online":{"date-parts":[[2021,12,24]]},"reference":[{"key":"key2023032417271120100_ref001","doi-asserted-by":"crossref","first-page":"769","DOI":"10.1016\/j.advengsoft.2009.12.018","article-title":"A technology readiness levels (TRLs) calculator software for systems engineering and technology management tool","volume":"41","year":"2010","journal-title":"Advances in Engineering Software"},{"journal-title":"IFIP International Federation for Information Processing","article-title":"Assessing the role of knowledge management in the new product development process: an empirical study","year":"2014","key":"key2023032417271120100_ref047"},{"year":"2007","key":"key2023032417271120100_ref002","article-title":"An empirical investigation of the customer knowledge creation impact on NPD performance"},{"year":"2004","key":"key2023032417271120100_ref003","article-title":"Customer knowledge management improving of customer relationship management with knowledge management"},{"edition":"2nd ed.","volume-title":"Customer Relationship Management Concepts and Technologies","year":"2009","key":"key2023032417271120100_ref004"},{"issue":"3","key":"key2023032417271120100_ref005","doi-asserted-by":"crossref","first-page":"431","DOI":"10.1080\/02522667.2009.10699888","article-title":"The effects of market orientation on customer knowledge development: comparison of R&D and marketing","volume":"30","year":"2009","journal-title":"Journal of Information and Optimization Sciences"},{"issue":"5","key":"key2023032417271120100_ref006","first-page":"29","article-title":"A Kano-CKM model for customer knowledge discovery","volume":"17","year":"2006","journal-title":"Total Quality Management and Business Excellence"},{"issue":"9\/10","key":"key2023032417271120100_ref007","doi-asserted-by":"crossref","first-page":"1616","DOI":"10.1108\/EJM-03-2014-0181","article-title":"Strategic management of salespeople when promoting new products: moderating effects of sales-related organizational psychological climate","volume":"49","year":"2015","journal-title":"European Journal of Marketing"},{"issue":"2","key":"key2023032417271120100_ref008","first-page":"45","article-title":"How do they know their customers so well?","volume":"42","year":"2001","journal-title":"MIT Sloan Management Review"},{"issue":"7","key":"key2023032417271120100_ref009","doi-asserted-by":"crossref","first-page":"367","DOI":"10.1108\/01435129910285136","article-title":"The KMAT: benchmarking knowledge management","volume":"20","year":"1999","journal-title":"Library Management"},{"issue":"7","key":"key2023032417271120100_ref010","doi-asserted-by":"crossref","first-page":"889","DOI":"10.1108\/JBIM-05-2014-0099","article-title":"Knowledge integration with customers in collaborative product development projects","volume":"31","year":"2016","journal-title":"Journal of Business and Industrial Marketing"},{"key":"key2023032417271120100_ref011","doi-asserted-by":"crossref","first-page":"95","DOI":"10.1016\/S0304-3800(01)00357-X","article-title":"A dynamic model of household decision-making and parcel level landcover change in the eastern Amazon","volume":"143","year":"2001","journal-title":"Ecological Modelling"},{"year":"2005","key":"key2023032417271120100_ref012","article-title":"Customer knowledge management and condition analysis of successful CKM implementation"},{"issue":"7","key":"key2023032417271120100_ref013","doi-asserted-by":"crossref","first-page":"1426","DOI":"10.1016\/j.jbusres.2015.01.026","article-title":"Collaborating to innovate: effects on customer knowledge management and performance","volume":"68","year":"2015","journal-title":"Journal of Business Research"},{"issue":"2\u20103","key":"key2023032417271120100_ref014","first-page":"245","article-title":"System dynamics, systems thinking, and soft OR","volume":"10","year":"1994","journal-title":"System Dynamics Review"},{"issue":"5","key":"key2023032417271120100_ref015","doi-asserted-by":"crossref","first-page":"459","DOI":"10.1016\/S0263-2373(02)00101-9","article-title":"Five styles of customer knowledge management and how smart companies use them to create value","volume":"20","year":"2002","journal-title":"European Management Journal"},{"issue":"6","key":"key2023032417271120100_ref016","first-page":"1","article-title":"Does the source of external knowledge matter? Examining the role of customer co-creation and partner sourcing in knowledge creation and innovation","volume":"57","year":"2020","journal-title":"Information and Management"},{"issue":"5","key":"key2023032417271120100_ref017","doi-asserted-by":"crossref","first-page":"556","DOI":"10.1108\/02634501111153728","article-title":"Market intelligence and NPD success: a study of technology intensive companies in Finland","volume":"29","year":"2011","journal-title":"Marketing Intelligence and Planning"},{"issue":"4","key":"key2023032417271120100_ref018","doi-asserted-by":"crossref","first-page":"359","DOI":"10.1016\/j.emj.2013.02.001","article-title":"Customer knowledge management and IT-enabled business model innovation: a conceptual framework and a case study from China","volume":"31","year":"2013","journal-title":"European Management Journal"},{"issue":"1","key":"key2023032417271120100_ref019","doi-asserted-by":"crossref","first-page":"27","DOI":"10.1016\/j.im.2013.09.001","article-title":"Exploring the role of customer relationship management (CRM) systems in customer knowledge creation","volume":"51","year":"2014","journal-title":"Information and Management"},{"edition":"1st ed. eBook","volume-title":"Total Quality Management- Key Concepts and Case Studies","year":"2016","key":"key2023032417271120100_ref020"},{"key":"key2023032417271120100_ref021","doi-asserted-by":"crossref","first-page":"166","DOI":"10.1016\/j.jwb.2010.05.005","article-title":"Managerial ties, knowledge acquisition, realized absorptive capacity and new product market performance of emerging multinational companies: a case of China","volume":"46","year":"2011","journal-title":"Journal of World Business"},{"year":"2012","key":"key2023032417271120100_ref022","article-title":"The effects of knowledge management and technology innovation on new product development performance -an empirical study of Taiwanese machine tools industry"},{"issue":"1","key":"key2023032417271120100_ref023","doi-asserted-by":"crossref","first-page":"69","DOI":"10.1108\/14502190910956701","article-title":"Online experience as a lever of customer involvement in NPD: an exploratory analysis and a research agenda","volume":"4","year":"2009","journal-title":"Euro Med Journal of Business"},{"issue":"4","key":"key2023032417271120100_ref024","doi-asserted-by":"crossref","first-page":"711","DOI":"10.1108\/JBIM-05-2018-0153","article-title":"Customer involvement and NPD cost performance: the moderating role of product innovation novelty","volume":"34","year":"2019","journal-title":"Journal of Business and Industrial Marketing"},{"issue":"4","key":"key2023032417271120100_ref025","doi-asserted-by":"crossref","first-page":"271","DOI":"10.1002\/sdr.280","article-title":"Collecting and analyzing qualitative data for system dynamics: methods and models","volume":"19","year":"2003","journal-title":"System Dynamics Review"},{"issue":"3","key":"key2023032417271120100_ref026","doi-asserted-by":"crossref","first-page":"170","DOI":"10.1016\/j.technovation.2008.07.006","article-title":"Effect of risk management strategy on NPD performance","volume":"29","year":"2009","journal-title":"Technovation"},{"issue":"4","key":"key2023032417271120100_ref027","doi-asserted-by":"crossref","first-page":"594","DOI":"10.1108\/VJIKMS-03-2019-0041","article-title":"Testing customer's knowledge on customer intimacy and its impact on repurchase intention","volume":"49","year":"2019","journal-title":"VINE Journal of Information and Knowledge Management Systems"},{"issue":"11","key":"key2023032417271120100_ref028","doi-asserted-by":"crossref","first-page":"3134","DOI":"10.1108\/MD-10-2017-0923","article-title":"Trust, commitment, and customer knowledge: clarifying relational commitments and linking them to repurchasing intentions","volume":"57","year":"2019","journal-title":"Management Decision"},{"key":"key2023032417271120100_ref029","first-page":"451","article-title":"Knowledge oriented process portal for continually improving NPD","volume-title":"Chapter Complex Systems Concurrent Engineering","year":"2012"},{"key":"key2023032417271120100_ref030","first-page":"202","article-title":"Assessing the reliability of electronic products using customer knowledge discovery","volume":"199","year":"2020","journal-title":"Reliability Engineering and System Safety"},{"issue":"9","key":"key2023032417271120100_ref031","first-page":"153","article-title":"Developing a Customer knowledge management maturity model (CKMMM)","volume":"8","year":"2008","journal-title":"The International Journal of Knowledge, Culture and Change Management"},{"year":"2008","key":"key2023032417271120100_ref032","article-title":"Research on the effect mechanism of customer participation on NPD based on transaction cost theory: a knowledge sharing perspective"},{"key":"key2023032417271120100_ref033","doi-asserted-by":"crossref","unstructured":"Sakhaee, N., Shahbaznezhad, H. and Zanjani, M.S. (2009), \u201cA comprehensive model for customer knowledge management mechanisms\u201d, in Customer-Centric Knowledge Management: Concepts and Applications, Information Science Reference (an imprint of IGI Global), USA, pp.\u00a0250-263.","DOI":"10.4018\/978-1-61350-089-7.ch014"},{"key":"key2023032417271120100_ref034","doi-asserted-by":"crossref","first-page":"223","DOI":"10.1016\/j.ecolecon.2004.08.006","article-title":"Developing effective policies for the sustainable development of ecological agriculture in China: the case study of Jinshan County with a systems dynamics model","volume":"53","year":"2005","journal-title":"Ecological Economics"},{"volume-title":"Business Dynamics; Thinking and Modeling for a Complex World","year":"2000","key":"key2023032417271120100_ref035"},{"volume-title":"Basics of Qualitative Research: Techniques and Procedures for Developing Grounded Theory","year":"1998","key":"key2023032417271120100_ref036"},{"issue":"7","key":"key2023032417271120100_ref037","doi-asserted-by":"crossref","first-page":"784","DOI":"10.1016\/j.technovation.2005.05.005","article-title":"Linking innovative product development with customer knowledge: a data-mining approach","volume":"26","year":"2006","journal-title":"Technovation"},{"volume-title":"System Dynamics; a Paractical Approach for Managerial Problem","year":"1993","key":"key2023032417271120100_ref038"},{"issue":"1","key":"key2023032417271120100_ref039","doi-asserted-by":"crossref","first-page":"162","DOI":"10.1108\/JKM-12-2016-0548","article-title":"Knowledge from customer, for customer, or about customer: which triggers innovation capability the most?","volume":"22","year":"2018","journal-title":"Journal of Knowledge Management"},{"issue":"3","key":"key2023032417271120100_ref040","doi-asserted-by":"crossref","first-page":"591","DOI":"10.1108\/JKM-11-2013-0446","article-title":"Customer knowledge management, innovation capability and business performance: a case study of the banking industry","volume":"18","year":"2014","journal-title":"Journal of Knowledge Management"},{"issue":"1","key":"key2023032417271120100_ref041","doi-asserted-by":"crossref","first-page":"51","DOI":"10.1108\/JEIM-03-2015-0021","article-title":"The effect of knowledge management capability and customer knowledge gaps on corporate performance","volume":"29","year":"2016","journal-title":"Journal of Enterprise Information Management"},{"key":"key2023032417271120100_ref042","first-page":"350","article-title":"Knowledge management for innovation and product development in supply chains","volume-title":"International Joint Conference on Knowledge Discovery, Knowledge Engineering, and Knowledge Management IC3K 2012, CCIS 415","year":"2012"},{"year":"2010","key":"key2023032417271120100_ref043","article-title":"The impact of customer knowledge capability and relational capability on NPD performance in Taiwan's hospitals"},{"issue":"2","key":"key2023032417271120100_ref044","doi-asserted-by":"crossref","first-page":"219","DOI":"10.1109\/TEM.2008.2009789","article-title":"The impacts of time performance and market knowledge competence on new product success: an international study","volume":"56","year":"2009","journal-title":"IEEE Transactions on Engineering Management"},{"issue":"7","key":"key2023032417271120100_ref045","doi-asserted-by":"crossref","first-page":"955","DOI":"10.1108\/02635570510616139","article-title":"Gaining customer knowledge, through analytical CRM","volume":"105","year":"2005","journal-title":"Industrial Management and Data Systems"}],"container-title":["Kybernetes"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/K-01-2021-0084\/full\/xml","content-type":"application\/xml","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/K-01-2021-0084\/full\/html","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,7,24]],"date-time":"2025-07-24T21:46:33Z","timestamp":1753393593000},"score":1,"resource":{"primary":{"URL":"http:\/\/www.emerald.com\/k\/article\/52\/4\/1463-1486\/259333"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2021,12,24]]},"references-count":46,"journal-issue":{"issue":"4","published-online":{"date-parts":[[2021,12,24]]},"published-print":{"date-parts":[[2023,3,24]]}},"alternative-id":["10.1108\/K-01-2021-0084"],"URL":"https:\/\/doi.org\/10.1108\/k-01-2021-0084","relation":{},"ISSN":["0368-492X"],"issn-type":[{"type":"print","value":"0368-492X"}],"subject":[],"published":{"date-parts":[[2021,12,24]]}}}