Boosting Quality Performance Through Customer Knowledge Management and Service Innovation Capability in the Automotive Industry

The intention of service innovation capability in the automotive industry is seen as a sustainable competitive advantage that drives the firm’s quality performance. It is a holding ability to absorb, adapt and transform a given technology into the operational, managerial and assignable routines that...

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Main Authors:	Jaludin, Janteng, Cheng, Ling Tan, Fernando, Yudi
Format:	Conference or Workshop Item
Language:	English
Published:	Academic Conferences and Publishing International Limited Reading, UK 2018
Subjects:	HD28 Management. Industrial Management
Online Access:	http://umpir.ump.edu.my/id/eprint/22043/ http://umpir.ump.edu.my/id/eprint/22043/ http://umpir.ump.edu.my/id/eprint/22043/1/Boosting%20Quality%20Performance%20Through.pdf

id	ump-22043
recordtype	eprints
spelling	ump-220432018-09-03T03:40:36Z http://umpir.ump.edu.my/id/eprint/22043/ Boosting Quality Performance Through Customer Knowledge Management and Service Innovation Capability in the Automotive Industry Jaludin, Janteng Cheng, Ling Tan Fernando, Yudi HD28 Management. Industrial Management The intention of service innovation capability in the automotive industry is seen as a sustainable competitive advantage that drives the firm’s quality performance. It is a holding ability to absorb, adapt and transform a given technology into the operational, managerial and assignable routines that may lead to revenue. The interaction of various elements like strategy, resources, and processes as innovation capability enables the success of the entire quality performance in the automotive industry. The improvement of quality performance is a vital source of competition among the automotive service centres. The quality performance in automotive service centres usually refers to the service quality in marketing term. To differentiate companies’ strategy, managers have to look into the new idea from external sources especially customers. External sources such as customer knowledge are significant and noteworthy because the customer is now more active and innovative in the service encounter. The communication among the customers and organisations around the world can be very efficient through the power of technology. Although this issue is essential, however, the number of studies related to the importance of customer knowledge management among managers in the automotive service centres are still lacking in the country. To solve this problem, the primary goal of this study is to investigate the relationship of customer knowledge management and service innovation capability; and to identify the factors that can affect the level of quality performance of the automotive service centres in Malaysia. The previous studies have confirmed that customer knowledge management has a significant effect on service innovation capability, while service innovation capability also has a positive relationship with the increasing level of quality performance. It proposed that service innovation research be regularly conducted in the organisation and organising events with customers to be actively involved in product and service design. This initiative should be given to new managers and poorly performing service centres. This paper is expected to assist academician, practitioners and local car manufacturer service centres in understanding knowledge sharing concept and enhancing quality performance among automotive service centres in Malaysia. Academic Conferences and Publishing International Limited Reading, UK 2018 Conference or Workshop Item PeerReviewed pdf en http://umpir.ump.edu.my/id/eprint/22043/1/Boosting%20Quality%20Performance%20Through.pdf Jaludin, Janteng and Cheng, Ling Tan and Fernando, Yudi (2018) Boosting Quality Performance Through Customer Knowledge Management and Service Innovation Capability in the Automotive Industry. In: Proceedings of the 6th International Conference on Management, Leadership and Governance (ICMLG 2018), 24-25 May 2018 , Bangkok University, Thailand. pp. 395-402.. ISBN 978-1-911218-82-1 https://www.dropbox.com/sh/u82cpdkhxia8q3u/AAAoXlVz5oMxsmg-bHY3u2HDa?dl=0
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Malaysia Pahang
building	UMP Institutional Repository
collection	Online Access
language	English
topic	HD28 Management. Industrial Management
spellingShingle	HD28 Management. Industrial Management Jaludin, Janteng Cheng, Ling Tan Fernando, Yudi Boosting Quality Performance Through Customer Knowledge Management and Service Innovation Capability in the Automotive Industry
description	The intention of service innovation capability in the automotive industry is seen as a sustainable competitive advantage that drives the firm’s quality performance. It is a holding ability to absorb, adapt and transform a given technology into the operational, managerial and assignable routines that may lead to revenue. The interaction of various elements like strategy, resources, and processes as innovation capability enables the success of the entire quality performance in the automotive industry. The improvement of quality performance is a vital source of competition among the automotive service centres. The quality performance in automotive service centres usually refers to the service quality in marketing term. To differentiate companies’ strategy, managers have to look into the new idea from external sources especially customers. External sources such as customer knowledge are significant and noteworthy because the customer is now more active and innovative in the service encounter. The communication among the customers and organisations around the world can be very efficient through the power of technology. Although this issue is essential, however, the number of studies related to the importance of customer knowledge management among managers in the automotive service centres are still lacking in the country. To solve this problem, the primary goal of this study is to investigate the relationship of customer knowledge management and service innovation capability; and to identify the factors that can affect the level of quality performance of the automotive service centres in Malaysia. The previous studies have confirmed that customer knowledge management has a significant effect on service innovation capability, while service innovation capability also has a positive relationship with the increasing level of quality performance. It proposed that service innovation research be regularly conducted in the organisation and organising events with customers to be actively involved in product and service design. This initiative should be given to new managers and poorly performing service centres. This paper is expected to assist academician, practitioners and local car manufacturer service centres in understanding knowledge sharing concept and enhancing quality performance among automotive service centres in Malaysia.
format	Conference or Workshop Item
author	Jaludin, Janteng Cheng, Ling Tan Fernando, Yudi
author_facet	Jaludin, Janteng Cheng, Ling Tan Fernando, Yudi
author_sort	Jaludin, Janteng
title	Boosting Quality Performance Through Customer Knowledge Management and Service Innovation Capability in the Automotive Industry
title_short	Boosting Quality Performance Through Customer Knowledge Management and Service Innovation Capability in the Automotive Industry
title_full	Boosting Quality Performance Through Customer Knowledge Management and Service Innovation Capability in the Automotive Industry
title_fullStr	Boosting Quality Performance Through Customer Knowledge Management and Service Innovation Capability in the Automotive Industry
title_full_unstemmed	Boosting Quality Performance Through Customer Knowledge Management and Service Innovation Capability in the Automotive Industry
title_sort	boosting quality performance through customer knowledge management and service innovation capability in the automotive industry
publisher	Academic Conferences and Publishing International Limited Reading, UK
publishDate	2018
url	http://umpir.ump.edu.my/id/eprint/22043/ http://umpir.ump.edu.my/id/eprint/22043/ http://umpir.ump.edu.my/id/eprint/22043/1/Boosting%20Quality%20Performance%20Through.pdf
first_indexed	2023-09-18T22:32:36Z
last_indexed	2023-09-18T22:32:36Z
_version_	1777416386092466176

Boosting Quality Performance Through Customer Knowledge Management and Service Innovation Capability in the Automotive Industry

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