Yusr, Maha Mohammed, Mokhtar, Sany Sanuri Mohd, Perumal, Selvan and Salimon, Maruf ORCID: 0000-0002-9071-7579 (2021) The impact of customer knowledge management, TQM and marketing capabilities on product innovation performance of malaysian SMEs: an empirical study. International Journal of Innovation Science, 14 (2). pp. 316-338. ISSN 1757-2223 (Print), 1757-2231 (Online) (doi:https://doi.org/10.1108/IJIS-03-2021-0053)

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Abstract

Purpose – Several strategies and processes can help companies to enhance the success rate of new products. This study aims to identify a few strategies for that purpose represented by total quality management (TQM) practices, building knowledge and capabilities. Moreover, the current paper discusses the role of applying TQM practices and customer knowledge management in developing the marketing capabilities of the organizations.

Design/methodology/approach – This study is a quantitative approach where the data collected from 141 manufacturing small and medium enterprises operating in Malaysia and partial least squares technique was used to test the hypotheses.

Findings – The findings of this study highly support all the proposed hypotheses and establish marketing capabilities as a facilitator in the relationship between TQM practices, customer knowledge management and product innovation performance. However, customer knowledge management and TQM were found not to have an impact on product innovation performance.

Originality/value – The introduced model contributes to enhancing the understanding of the impact of customer knowledge on the success of product innovation performance. The model further includes TQM as a process that helps the organization get customer satisfaction information. The incorporation of these two processes will support the organization’s capabilities in the innovation field.

Item Type:	Article
Uncontrolled Keywords:	product innovation performance, TQM practices, customer knowledge management, marketing capabilities, malaysian SMEs
Subjects:	H Social Sciences > H Social Sciences (General) H Social Sciences > HE Transportation and Communications H Social Sciences > HF Commerce
Faculty / School / Research Centre / Research Group:	Greenwich Business School Greenwich Business School > School of Management and Marketing
Last Modified:	13 Nov 2024 16:23
URI:	http://gala.gre.ac.uk/id/eprint/48613

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