Going beyond technology: Knowledge sharing as a tool for enhancing customer-oriented attitudes

Authors:
Iris Reychav;Jacob Weisberg
Affiliations:
Holon Institute of Technology, Technology and Management Department, Golomb 52, Holon, Israel;Graduate School of Business Administration, Bar-Ilan University, Ramat-Gan 52900, Israel
Venue:
International Journal of Information Management: The Journal for Information Professionals
Year:
2009

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Abstract

Numerous articles, books and essays have shown that ongoing efforts to meet customers' needs characterize market leaders. For a firm to successfully develop customer-oriented attitudes throughout the entire organization, employees at all levels and sections need to be committed to providing a high level of service. It is therefore essential to understand what drives employees - especially those who do not interact daily with customers - to adopt a customer-oriented attitude. The aim of this study is to shed some light on one facet of this relationship, namely the mechanism of knowledge sharing that may impact employee customer orientation. The underlying notion is that technology, in its various advanced forms of CRM software, enhances and enables client ''knowing.'' In other words, it leads to a greater ability on the part of employees to share knowledge, which brings about real customer orientation. This paper provides empirical evidence, based on a sample of 345 Hi-Tech workers from a telecommunication company, of a link between sharing explicit knowledge and tacit knowledge to enhance customer orientation. The findings indicate that sharing tacit knowledge has a positive effect on increasing employee customer orientation and increases sharing of explicit knowledge, while also strengthening communication about customers in the organization. It is concluded that firms should encourage tacit knowledge sharing and its transformation by technology into explicit knowledge to augment employees' customer-oriented attitudes.