Relational Model of and its Appraisal on Environment Supporting Factors and Customer Knowledge Management Performance

Composed of knowledge acquisition, transfer, application and innovation, customer knowledge management's influences on customer knowledge management performance has been the subject of numerous studies. But relative empirical results are lacking in regard to how corporate optimization efforts of organizational environment will improve its customer knowledge management performance. To further investigate the impacts of organizational supporting factors to customer knowledge management performance, this paper proposes that a dynamic IT system is a key organizational environment supporting factor, which is based on knowledge management, having customer-orientated corporate culture, optimized organizational structure and inter-functional coordination. Against this background, we empirically tested the influences of organizational environment supporting factors on customer knowledge management performance, measured by balanced scorecard. The empirical results show that the organizational environment supporting factor, constituted from customer knowledge management orientation, exerts significant enhancing influences on customer knowledge management performance.