The relationship between knowledge-oriented leadership, customer knowledge management, innovation quality and firm performance in Thai SMEs

Abstract

This dissertation research examines knowledge-oriented leadership (KOL) and customer knowledge management (CKM) in small and medium-sized enterprises (SMEs) in Thailand. This thesis includes a literature review and provides empirical evidence for the proposed research model showing that marketing performance, financial performance, and operational performance of SME firms could improve by adopting knowledge-oriented leadership (KOL), customer knowledge management (CKM), and innovation quality. First from the literature context, this study makes the case for the need to examine the relationships among KOL, CKM, innovation quality, and firm performance (marketing performance, financial performance, and operational performance). Second, this study provides strong evidence of the mediating roles for two variables (CKM and innovation quality) and shows that CKM mediates in the relationship between KOL and innovation quality, while innovation quality mediates the relationship between CKM and firm performance (marketing performance, financial performance, and operational performance). Third, this study examines the moderating effect of competitive intensity in the relationship between CKM and innovation quality. Finally, this study provides theoretical implications for the use of academics and managerial implications for the use of SMEs’ managers and owners regarding KOL, CKM, and innovation quality.