أثر إدارة معرفة الزبائن على تطوير الخدمات الجديدة من خلال الابداع الاستكشافي )دراسة تطبيقية على البنوك التجارية الاردنية) The Effect of Customers Knowledge Management on New Service Development through Exploratory Innovation An Applied Study on Jordanian Commercial Banks

إفليح, مها عامر إفليح (2018) أثر إدارة معرفة الزبائن على تطوير الخدمات الجديدة من خلال الابداع الاستكشافي )دراسة تطبيقية على البنوك التجارية الاردنية) The Effect of Customers Knowledge Management on New Service Development through Exploratory Innovation An Applied Study on Jordanian Commercial Banks. Masters thesis, جامعة الشرق الاوسط.

Text 5c2733a8ed8b4_1.pdf Download (2MB)

Abstract

The study aimed to investigate the mediating role of Exploratory Innovation in the Relationship between Customer Knowledge Management and New Service Development at Jordanian Commercial Banks. The study population included of employees in the higher and middle administrations (managers, deputies, assistants, department managers and head of section) in Jordanian commercial banks. The study sample included of employees of the higher and middle administrations (managers, deputies, assistants, department managers and head of division) in the Jordanian commercial banks (public administration) totalling (254) individuals in comprehensive Method. To achieve the study objectives the study used descriptive analytical method through many statistical tools, most notably multiple regression analysis and path analysis. The study reached a number of results namely: there is a significant effect of Customer Knowledge Management (Knowledge about Customer, Knowledge from Customer and Knowledge for Customer) on New Service Development at Jordanian Commercial Banks at level (  0.05). There is a significant effect of Customer Knowledge Management (Knowledge from Customer and Knowledge for Customer) on Exploratory Innovation at Jordanian Commercial Banks at level (  0.05). There is a significant effect of Exploratory Innovation on New Service Development at Jordanian Commercial Banks at level (  0.05). as well as, there is a mediating role of Exploratory Innovation in the Relationship between Customer Knowledge Management and New Service Development at Jordanian Commercial Banks at level (  0.05). In light of the results, the study recommends that strengthen the integration and coordination between the various sources of knowledge in the knowledge base of Jordanian commercial banks to fill gaps in knowledge about customers, from customers, to customers, as well as to work on refining, organizing and analyzing them. Jordanian commercial banks must classify customers and segment the market according س to different classifications related to the service mix of price, quality, promotion and distribution. Keywords: Customers Knowledge Management, Exploratory Innovation, New Service Development and Jordanian Commercial Banks

Actions (login required)

View Item