Customer knowledge management competence evaluation of agritourism enterprises by using the balanced scorecard and fuzzy-AHP: Evidence from Chengdu-Chongqing economic circle

• Published in: PloS one 2023-02, Vol.18 (2), p.e0280482-e0280482
• Main Authors: Chen, Guoyi, Zhang, Jiansheng, Tan, Wei, Zhang, Shangmin, Yan, Bangquan
• Format: Article
• Language: English
• Subjects: Agritourism; Analytic Hierarchy Process; Balanced Scorecard; Business communication; Business performance management; Case studies; Commerce; Computer and Information Sciences; Concrete; Customer relationship management; Customer services; Customers; Empirical analysis; Engineering and Technology; Evaluation; Information Science; Information technology; Knowledge Management; Measurement techniques; Performance evaluation; Performance indices; Performance measurement; Poverty; Records; Research and Analysis Methods; Rural areas; Social Sciences; Sustainable development; Tourism; Value chain
• ISSN: 1932-6203; 1932-6203
• DOI: 10.1371/journal.pone.0280482

This paper provides an evaluation framework to explore the linking mechanisms between customer knowledge management competence (CKMC) and Balanced Scorecard (BSC). With a case study from Chengdu-Chongqing Economic Circle of China, this paper attempts to empirically justify the framework. An index system was established for evaluating CKMC based on BSC and knowledge management process, the weight design and consistency check of the indexes were implemented by using the analytic hierarchy process (AHP), and the overall evaluation value and concrete index scores at all levels were obtained via the fuzzy evaluation method. Empirical results show that CKMC performance measurement indicators were ranked in order of importance as Business process performance dimensions (0.465), System support dimensions (0.289), Customer communication dimensions (0.152) and Market performance dimension (0.094). It also shows that the overall score of CKMC was 3.404, reflecting that the CKMC was in a state of general satisfaction. This research also identifies key factors hindering implementation of CKMC, including Attention from senior leaders (2.871), customer knowledge sharing efficiency (2.928), and information technology level (3.133). This research could contribute to CKM theory by extending customer knowledge management competence research with BSC initiatively. For practitioners, this study may provide useful suggestions to identify key factors promoting business CKMC, and finally promotes sustainable development of Agritourism.