Customer Knowledge Management and Degrees of Service Innovation: An insight from banking industry of an emerging country

The aim of this study is to explore the effects of knowledge for customer, knowledge from customer, and knowledge about customer on exploratory and exploitative innovation separately in the banking industry of an emerging country. To test these relationships, we applied structural equation modelling using, partial least square technique to a sample size of 253 bank managers. The results validate and also suggest that all the dimensions of customer knowledge management significantly influence exploratory innovation and exploitative innovation of the banking industry having prominence in knowledge from the customer. Managers in the service industry should take this result as an important input while devising plans to engage customers in the knowledge management process.