arbiter
JournalsPricingAccount

Customer knowledge and business performance - the moderating role of firm size in Vietnam

Nguyen Thu Nha Trang et al.

International Journal of Electronic Customer Relationship Management2026https://doi.org/10.1504/ijecrm.2026.152094article
ABDC C
Weight
0.50

What the paper says

Organisations are increasingly recognising customer knowledge as a valuable asset that they can utilise to strengthen their competitive strategies. Many scholars have observed that firms can improve business performance by exploiting this knowledge. Hence, the primary objective of this study is to examine the influence of customer knowledge on business performance and the moderating role of firm size in the context of a developing country, Vietnam. A total of 331 employees and managers from various types and sizes of organisations participated in the survey. The research employed Cronbach's alpha, exploratory factor analysis (EFA), confirmatory factor analysis (CFA), structural equation model (SEM), and multi-group analysis methods to achieve the research objectives. The results indicate that customer knowledge dimensions have a significant impact on business performance, and firm size plays a moderating role in the effect. Based on the research results, the managerial implications, further research suggestions, and research limitations will be discussed.

Open paper page →

Cite this paper

https://doi.org/https://doi.org/10.1504/ijecrm.2026.152094

Or copy a formatted citation

@article{nguyen2026,
  title        = {{Customer knowledge and business performance - the moderating role of firm size in Vietnam}},
  author       = {Nguyen Thu Nha Trang et al.},
  journal      = {International Journal of Electronic Customer Relationship Management},
  year         = {2026},
  doi          = {https://doi.org/https://doi.org/10.1504/ijecrm.2026.152094},
}

Paste directly into BibTeX, Zotero, or your reference manager.

Flag this paper

Customer knowledge and business performance - the moderating role of firm size in Vietnam

Flags are reviewed by the Arbiter methodology team within 5 business days.

Evidence weight

0.50

Balanced mode · F 0.40 / M 0.15 / V 0.05 / R 0.40

F · citation impact0.50 × 0.4 = 0.20
M · momentum0.50 × 0.15 = 0.07
V · venue signal0.50 × 0.05 = 0.03
R · text relevance †0.50 × 0.4 = 0.20

† Text relevance is estimated at 0.50 on the detail page — for your query’s actual relevance score, open this paper from a search result.