Causal–Strategic Modeling of Customer Knowledge Management in Companies Affiliated with the Foundation of the Oppressed
Keywords:
Causal–strategic, customer knowledge, customer interaction, Foundation of the OppressedAbstract
Customer knowledge management is a strategic approach that creates mutual added value, thereby generating advantages for both customers and organizations. On the customer side, accurately identifying and analyzing needs, behaviors, and preferences enables targeted responsiveness and enhances customer experience and perceived value. On the organizational side, collecting and organizing reliable data contributes to the continuous development and improvement of products and services and ultimately leads to increased profitability, strengthened customer loyalty, and the preservation of competitive advantage. The aim of this study was to develop a causal–strategic model of customer knowledge management in industrial companies affiliated with the Foundation of the Oppressed. This research is applied in purpose and descriptive–analytical in nature, and it was conducted using a mixed-method (qualitative–quantitative) approach in two phases. In the qualitative phase, the statistical population consisted of academic experts and managers of the industrial companies affiliated with the Foundation, who were selected through snowball sampling until theoretical saturation was achieved (12 participants). The data collection tool was a semi-structured interview, and thematic analysis was used as the analytical method, which led to the identification of 2 organizing themes and 13 basic themes. In the quantitative phase, a researcher-developed questionnaire derived from the qualitative findings was distributed among 213 customers using random sampling after confirming its validity and reliability (Cronbach’s alpha > 0.7). The collected data were analyzed using SPSS and AMOS through confirmatory factor analysis. The results confirmed the causal relationships between the external and internal constructs of the model and demonstrated that the proposed model has a high potential for enhancing customer interaction, improving service quality, and increasing loyalty.
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Copyright (c) 2025 Alireza Nezhadafshar, Mahmoud Ahmadi Sharif, Farzad Asayesh, Alireza Rousta (Author)
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