Model of the influence of Entrepreneurial Leadership on optimizing the benefits of Knowledge to improve Customer Experience

Tazar Marta Kurniawan (), Fachry Hasan, Ratih Hurriyati and Mokh. Adib Sultan
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Tazar Marta Kurniawan: Universitas Pendidikan Indonesia
Fachry Hasan: Universitas Pendidikan Indonesia
Ratih Hurriyati: Universitas Pendidikan Indonesia
Mokh. Adib Sultan: Universitas Pendidikan Indonesia

A chapter in Proceedings of the 8th Global Conference on Business, Management, and Entrepreneurship (GCBME 2023), 2024, pp 1246-1255 from Springer

Abstract: Abstract Customer experience is increasingly becoming a critical differentiating factor for companies and brands. This research examines the impact of Entrepreneurial Leadership (EL) on optimizing the benefits of Knowledge to improve Customer Experience Orientation Behaviour in the knowledge-intensive industry. The study utilizes a quantitative research methodology, including random sampling stratification techniques and the Structural Equation Model, to investigate the relationship between Entrepreneurial Leadership, Knowledge Management, Knowledge Utilization, Innovative Work Behaviour, and Customer Experience Orientation Behaviour (CEOTB). Data was collected through questionnaires from 215 respondents in the Defence Industry cluster. The results demonstrate the importance of entrepreneurship-oriented leadership in shaping a positive customer experience. Furthermore, the study highlights the significance of knowledge management, knowledge utilization, and innovative work behaviour in enhancing the company’s orientation towards customer experience.

Keywords: Customer Experience; Entrepreneurial Leadership; Innovative Work; Knowledge Management; Knowledge Utilization; Behaviour; Orientation Behaviour (search for similar items in EconPapers)
Date: 2024
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Persistent link: https://EconPapers.repec.org/RePEc:spr:advbcp:978-94-6463-443-3_153

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DOI: 10.2991/978-94-6463-443-3_153

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