A model of Measure Customer Knowledge Absorptive Capacity: A Food Industry Survey

Document Type: Research Paper


1 Associate Prof., Faculty of Management, University of Tehran, Tehran, Iran

2 Ph.D. Candidate in Operations Research, Faculty of Management University of Tehran, Iran

3 Ph.D. Candidate in Marketing Management, University of Grenoble, Grenoble, France

4 Ph.D. Canddate in Marketing management, University of Pierre Medes, Grenoble, France


Today, customer knowledge is one of the most important resources to innovation and organizations whose capabilities should be improved to absorb this knowledge. The acquiring and applying the customer knowledge are not facile and all forms of the customer information and knowledge do not result value creating. Thus, current study introduces a model to measure Customer Knowledge Absorptive Capacity (CKAC). Hence, a survey using exploratory factor analysis and confirmatory factor analysis are conducted to determine dimensions of CKAC concept and verify the proposed model. To show the efficiency of model, a case study is presented in a food company. The results demonstrate CKAC is related to customer knowledge acquiring capacity, customer knowledge organizing capacity and customer knowledge employing capacity dimensions. Also, the Customer Knowledge Organizing Capacity has the highest correlation with the concept of customer knowledge absorptive capacity.


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