Impact of Customer Knowledge Management Capability on Project Performance with Mediating Role of Strategic and Operational Agility and Moderating Role of Team Performance

Abstract

In today’s world, organizations are facing continuous dilemma of improving business performance. The organizations have to be agile in order to meet with the continuously changing customer needs. Researches indicates that along with agility, the capability of managing the knowledge increases the efficiency and importance of an organization as delivering the desired product/service to the customers’ aids in better project performance. Although the latest tools & technologies enabled the organizations to perform better but still there is not enough convincing evidence which considers customer knowledge management capability and its important relationships. Therefore, this research explores the concept of customer knowledge management capability and its impact on the performance of the project. It also discovers the mediating role of operational and strategic agility and team performance as a moderator. This research includes the respondents from project-based IT organizations of Rawalpindi & Islamabad. The design of this study is cross-sectional, in which the data collection is done by using questionnaires using non-probability random sampling. It helps in finding out that how CKMC benefits the performance of the project and how it contributes to the knowledge management theory. It also highlights the role of strategic and operational agility as mediators and team performance as a moderator. The contribution of this study is made to the literature and significantly to the project management literature. Future studies may focus on exploring the importance of CKMC on project performance with moderating role of organizational structure, organizational culture, managerial support, project complexity and leadership agility, individual agility as mediators.