The knowledge value of customers and employees in product quality

Abstract

Seeks to understand whether the level of knowledge acquisition from customers and the participation of employees in knowledge dissemination have an impact on the product quality. Proposes a structural model of the impact of knowledge management on the quality of a new product. Employing confirmatory factor and regression analysis, examines the relationship between KM and product quality, and finds some interactions between KM and moderators also have significant effect on product quality. These findings imply that if organizations fail to understand the subtle ways by which different features of KM influence product quality, they may fail to harvest the full value of KM.

Citation

Chyi Lee, C., Yang, J. and Ming Yu, L. (2001), "The knowledge value of customers and employees in product quality", Journal of Management Development, Vol. 20 No. 8, pp. 691-706. https://doi.org/10.1108/02621710110401419