Specific customer knowledge and operational performance in apparel manufacturing |
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Authors: | Alice HW Yeung Victor HY Lo Andy CL Yeung TC Edwin Cheng |
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Institution: | aDepartment of Industrial and Manufacturing Systems Engineering, 8/F, Haking Wong Building, The University of Hong Kong, Pokfulam, Hong Kong;bDepartment of Logistics, 6/F, Li Ka Shing Tower, The Hong Kong Polytechnic University, Hung Hom, Kowloon, Hong Kong |
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Abstract: | Customer knowledge is an important organizational asset that can be exploited to yield competitive advantage to a firm. However, empirical research on the application of customer knowledge to improve operational performance has been lacking in operations management. In this study we explore how customer knowledge can be used to improve operational performance under a supply chain environment in the clothing industry. We first conceptualize the relationship between customer knowledge and operational performance and delineate their attributes based on a review of the pertinent literature. We then formulate several hypotheses based on past studies and interviews with experienced industry personnel. We develop a self-reported questionnaire to collect data to test the hypotheses. Finally, we conduct a number of regression analyses to identify the key attributes (constructs) of customer knowledge that have a significant impact on operational performance. This paper contributes to research by demonstrating that there are relationships between specific customer knowledge and different facets of operational performance, and provides practitioners in clothing manufacturing with managerial insights on how to leverage customer knowledge for operational performance improvement. |
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Keywords: | Customer knowledge Product quality Customer service Operational performance |
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