The Role of Dynamic Capabilities and Customer Knowledge in Affecting Knowledge Management Capabilities on Performance (Case Study: The Gas Company of Yazd)

Abstract

Considering the significance of customer knowledge and management capability, this research is mainly aimed at investigating the effects of knowledge management capabilities on the organizational performance mediated by dynamic capabilities and customer knowledge. Regarding the conceptual model of the study, seven hypotheses were formulated to test this objective. This is an applied study in terms of purpose and a descriptive one in nature. Questionnaires were used as the research tools for collecting data. Cronbach’s alpha coefficient, composite reliability (CR) and confirmatory factor analysis were used to assess the reliability and validity of research tools. Structural equation modeling and Smart PLS2 software were used in order to test the hypotheses aiming at measuring the concurrent, direct or indirect relationship among variables. Moreover, the mediating role of the variables was assessed by means of the Sobel test. A review of 150 questionnaires distributed among the employees of Gas Company of Yazd, winter 2018-2019, indicated that the variable of knowledge management capability affected the variables of dynamic capability and customer knowledge positively and significantly, the most important one of which was the effect of knowledge management capability on the firm performance. However, any direct effect of knowledge management capability on the firm performance was rejected. The results indicated that knowledge management capability indirectly affects firm performance through the dynamic capability and customer knowledge, from which knowledge management capability affects firm performance by means of dynamic capability the most.

Keywords

• knowledge management capabilities
• dynamic capabilities
• customer knowledge
• firm performance