The effect of organizational knowledge management on the performance of audience relationship management in Tehran Municipality

Document Type : Original Article

Authors

1 M.A. in Business Administration, Farvardin Institute of Higher Education, Ghaemshahr, Iran

2 M.A. in Information Technology Management, Islamic Azad University, South Tehran Branch, Iran

Abstract

One of the requirements of knowledge utilization in organizations is to use IT tools and create a knowledge base. In this way, all the displayed and hidden experience of the human resource of the organization can be stored and coded to make easy access throughout the organization. Managing organizational documents, creating expert associations and forming think tanks to generate and nurture ideas are some of the issues that will be achieved with the development of a comprehensive knowledge management system. Therefore, it is necessary to review investments such as purchasing management consulting services in the field of designing audience communication management strategy and business processes re-engineering, purchasing or developing and implementing IT communication tools for audience communication and staff training to manage audience communication. The main purpose of this study was to investigate the effect of organizational knowledge management on the performance of audience relationship management in Tehran municipality. In this study, in order to test the hypotheses related to the effect of knowledge management infrastructure on the performance of e-audience communication management, structural equation modelling has been applied. For this purpose, regarding the sample population of 80 managers of Tehran municipality, the five dimensions were addressed; organizational culture, organizational infrastructure, human resources, information technology infrastructure strategy and leadership, and communication management with electronic audiences. The tests proved all research hypotheses were affirmative.

Keywords

Main Subjects

References

Aspinwall, E. & Wong, K.Y. (2015). An empirical study of the important factors for knowledge-management adoption in the SME sector. Journal of Knowledge Management, 9(3), 64-82.
Gemino, A., Reich, B.H. & Sauer, C. (2015). Plans versus people: Comparing knowledge management approaches in IT-enabled business projects. International Journal of Project Management, 33(2), 299-310.
Gilbert, C.D. & Karen, C.C. (2003). Relationship Marketing Practice in rexation to different bank ownership: A study of banks in Hong Kong.
Khodakarami, F. & Chan, Y.E. (2014). Exploring the role of customer relationship management (CRM) systems in customer knowledge creation. Information & Management, 51(1), 27-42.
Mishra, A. & Mishra, D. (2013). Customer Relationship Management: Implementation Process Perspective? Acta Polytechnica Hungarica, 4, 86-85
Tseng, S.M. (2016). The effect of knowledge management capability and customer knowledge gaps on corporate performance. Journal of Enterprise Information Management, 29(1), 51-71.
New Applied Studies in Management, Economics & Accounting
Volume 2, Issue 4
December 2019
Pages 73-83

Files

History

  • Receive Date: 03 September 2019
  • Revise Date: 10 October 2019
  • Accept Date: 14 November 2019

Share

How to cite

Statistics