Effects of knowledge management on client-vendor relationship quality : the mediating role of global mindset

Sharma, Revti Raman, Chadee, Doren and Roxas, Banjo 2016, Effects of knowledge management on client-vendor relationship quality : the mediating role of global mindset, Journal of knowledge management, vol. 20, no. 6, pp. 1268-1281, doi: 10.1108/JKM-03-2016-0099.

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Title Effects of knowledge management on client-vendor relationship quality : the mediating role of global mindset
Author(s) Sharma, Revti Raman
Chadee, DorenORCID iD for Chadee, Doren orcid.org/0000-0001-6745-1891
Roxas, BanjoORCID iD for Roxas, Banjo orcid.org/0000-0003-3675-0535
Journal name Journal of knowledge management
Volume number 20
Issue number 6
Start page 1268
End page 1281
Total pages 14
Publisher Emerald Group Publishing Limited
Place of publication Bingley, Eng.
Publication date 2016
ISSN 1367-3270
1758-7484
Keyword(s) India
Relationship management
Knowledge management
Global mindset
International outsourcing
Summary Purpose: This study argues that knowledge management (KM) by itself has only limited effects on client–vendor relationship (CVR) of global providers of highly customised services. Rather, it is the ability of top management to properly evaluate and utilise a vast array of complex knowledge which allows global firms to develop and maintain superior CVR. The paper tests the proposition that global mindset (GM) of top management mediates the effects of KM on CVR quality. Design/methodology/approach: The paper uses survey data from a sample of 68 international service providers (ISPs) in the information technology sector in India and partial least squares approach to structural equation modelling to test the hypotheses. Findings: The results show that both KM and GM have positive and statistically significant effects on the quality of CVRs. The results also confirm that the GM of top management has significant and substantive mediation effects on the relationship between KM and CVR quality. Research limitations/implications: The small size of the sample and the focus on ISPs in a single country constitute the main limitations of the study. Future research should ideally draw from a larger sample of ISPs from multiple countries and sectors in order to allow for greater generalisation of the findings. Practical implications: ISPs will benefit from developing the GM of their top management teams to enhance their CVRs. Originality/value: The paper provides new insights into how, in an international context, firms can transform their KM into superior CVR quality through the development of GM.
Language eng
DOI 10.1108/JKM-03-2016-0099
Field of Research 150308 International Business
08 Information And Computing Sciences
15 Commerce, Management, Tourism And Services
Socio Economic Objective 970115 Expanding Knowledge in Commerce
HERDC Research category C1 Refereed article in a scholarly journal
ERA Research output type C Journal article
Copyright notice ©2016, Emerald Group Publishing Limited
Persistent URL http://hdl.handle.net/10536/DRO/DU:30088711

Document type: Journal Article
Collections: Faculty of Business and Law
Department of Management
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