What do experts say about the conditions affecting customer knowledge management in academic libraries? An integrated perspective
| DOI | https://doi.org/10.1108/AJIM-01-2022-0034 |
| Published date | 09 August 2022 |
| Date | 09 August 2022 |
| Pages | 342-363 |
| Subject Matter | Library & information science,Information behaviour & retrieval,Information & knowledge management,Information management & governance,Information management |
| Author | Iman Maleksadati,Soraya Ziaei,Mojtaba Kaffashan Kakhki |
What do experts say about the
conditions affecting customer
knowledge management
in academic libraries?
An integrated perspective
Iman Maleksadati and Soraya Ziaei
Department of Knowledge and Information Science, Payame Noor University,
Tehran, Iran, Republic of Islamic, and
Mojtaba Kaffashan Kakhki
Faculty of Education and Psychology, Ferdowsi University of Mashhad,
Mashhad, Islamic Republic of Iran
Abstract
Purpose –The purpose of the present study was to design an axial coding pattern for customer knowledge
management(CKM) to identify the conditions affecting it from the perspective of experts in public universitylibraries.
Design/methodology/approach –Thecurrent studyused a qualitativeapproach.To collect and analyzedata,
the groundedtheory method with a three-stage strategy of open, axialand selective codingwas employed. The
research instrument was a semi-structured in-depth interview and the data were categorized using MAXQDA 10
software. The sample of the study consisted of 26 experts from Iranian public universities who were selected
througha combined targetednon-random samplingprocedure (targeted and snowball). The necessary datawere
obtainedthrough specializedinterviews with 9 faculty members and 17 managersof public university libraries.
Findings –In the present study, 106 open coding, 35 axial concepts, and 16 selective general categories were
identified as the conditions affecting CKM development in academic libraries in the form of causal conditions,
intervening conditions, strategies conditions, context conditions, and consequencesconditions around the core
layer of CKM development. The identification of these conditions led to the development of a paradigmatic
pattern for the research.
Originality/value –There is no record of research on developing empirical studies in libraries using an
analysis of the conditions affecting CKM development in the form of an axial coding pattern. The present
research contributed to closing this research gap. The axial coding pattern proposed in this study can serve as a
guide for implementing CKM in academic libraries as well as increasing customer loyalty.
Keywords Academic libraries, Customer knowledge management, Customer loyalty, Axial coding pattern,
Grounded theory
Paper type Research paper
Introduction
Examining customer attraction and loyalty tactics in various businesses to survive is a
priority of organizations. Attracting long-term customers boosts the competitiveness of
organizations compared to similar ones. When clients return to their original organization to
meet their needs despite the marketing efforts of competitors, the organization can be said to
be effective in attracting loyal customers. Organizations must rely on several instruments
and factors to preserve their competitive edge. Knowledge is one of the most important
competitive factors. The ability to acquire, organize, disseminate and apply knowledge can be
defined as the competitive power of organizations (Vendrell-Herrero et al., 2021). As a result,
AJIM
75,2
342
The authors appreciate the valuable suggestions of the editor and anonymous reviewers of this article.
Their helpful viewpoints greatly enriched and improved this research.
The current issue and full text archive of this journal is available on Emerald Insight at:
https://www.emerald.com/insight/2050-3806.htm
Received 20 January 2022
Revised 14 April 2022
8 June 2022
Accepted 10 July 2022
Aslib Journal of Information
Management
Vol. 75 No. 2, 2023
pp. 342-363
© Emerald Publishing Limited
2050-3806
DOI 10.1108/AJIM-01-2022-0034
putting knowledge management (KM) ideas into practice is seen as a critical aspect of
competitive success and the promotion of important competencies of an organization (Tsai,
2018). Customer knowledge management (CKM) is discussed under KM literature. In
academic libraries, not only is the relationship between CKM and customer loyalty
highlighted (Malakooti Asl et al., 2021) but also studies in librarianship and information
studies (LIS) have lately been conducted.
CKM is a management process for assisting and facilitating the relationship between
libraries and customers. In academic libraries, CKM enables the management and exchange
of knowledge between customers and libraries by encouraging customer knowledge (CK)
(Kaffashan Kakhki et al., 2021). CKM also allows for the identification of consumers’
expectations, needs, and motivations when utilizing services, as well as the application of
their knowledge to improve service quality (Buchnowska, 2011). Accordingly, CKM can
enable the interactive identification, provision, and utilization of CK (Malakooti Asl et al.,
2021). By investing in CK, academic libraries can regulate the exchange of information and
opinions between the inside and outside of libraries. Nothing is expected to emerge out of this
exchange of knowledge but innovation and improvement of their performance.
According to a review of the CKM literature, few LIS studies have focused on the development
of CKM in libraries (Daneshgar and Bosanquet, 2010;Parirokh et al., 2009;Daneshgar and
Parirokh, 2012). Previous LIS research, however, highlighted the researchers’attempts to apply
numerous marketing frameworks and ideas to academic library customers (Bomhold, 2014;
Kaffashan Kakhki et al., 2019). Given the high potential of the CKM, it appears that using the CKM
framework not only provides a more inclusive platform for studying and understanding
customer behaviors, as well as their knowledge-related expectations and capabilities, but it also
provides LIS researchers with a valuable and novel research method. This essential concept,
however, is underdeveloped in academic libraries due to a variety of reasons, including non-
commercial academic libraries, many libraries not adhering to marketing principles, managers
and librarians’lack of experience with KM topics and CKM implementation tools, and so on
(Malakooti Asl et al.,2021). The development of CKM studies in this context is a top priority,
especially in a world where abrupt changes havebecome the norm. Without a doubt, these abrupt
changes have an impact on the performance of library customers. COVID-19 was a case in point
for such a crisis, which demanded a global rethinking of services and practices between libraries
and customers. Accordingly, the question arises as to whether it is possible to rethink library
services in complex scenarios without understanding the customer needs, expectations, and
motivations. Knowledge-oriented interaction with library customers in different conditions can
help establish a mechanism for effectively dealing with these changes.
In addition, although CKM-related topics have been widely studied in non-library
quantitative and qualitative literature, such studies have been rare in LIS. Filling this
research gap can contribute to a more accurate understanding of the conditions affecting
knowledge-oriented interactions in academic libraries. The growth of these studies can also pave
the ground for more solid theories related to this concept in LIS. Currently, not only efficient
theories have not been developed in LIS, but also it is still not clear what key conditions should be
addressed when implementing CKM in academic libraries. As a result, the current study sought
to determine the factors influencing the development of CKM from the perspective of experts to
gain a better understanding of these factors in academic libraries. This research is likely to yield
significant theoretical and scientific results in this area. As a result, it not only improves our
understanding of how these conditions work but also emphasizes the importance of academic
libraries adhering to CKM principles and providing guidelines. The current research had two
main objectives. The first objective was to identify the conditions affecting the development of
CKM in academic libraries. The second objective was to create a qualitative paradigm pattern
from these factors, using an axial coding pattern approach, to indicate where each factor
affecting CKM in academic libraries was located.
Customer
knowledge
management
343
To continue reading
Request your trial