Linking absorptive capacity to project success via mediating role of customer knowledge management capability: the role of environmental complexity

• Published in: Business process management journal 2024-05, Vol.30 (3), p.939-962
• Main Authors: Ramadhan, Abdulmawlay, Iyiola, Kolawole, Alzubi, Ahmad Bassam
• Format: Article
• Language: English
• Subjects: Absorptive capacity; Absorptivity; Competition; Complexity theory; Customer satisfaction; Customers; Economic growth; Environmental management; Innovations; Knowledge acquisition; Knowledge management; Market positioning; Product development; Project management; Small & medium sized enterprises-SME; Small business; Strategic management; Success; Supervisors
• ISSN: 1463-7154; 1758-4116
• DOI: 10.1108/BPMJ-07-2023-0511

PurposeThe purpose of this study is to investigate the relationship between the absorptive capacity (AC) of a firm and project success (PS), with particular attention to the mediating role of customer knowledge management capability (CKMC) and the moderating role of environmental complexity (EC). By using data collected from Turkish SMEs across different sectors, the study seeks to understand how AC impacts project success, how CKMC mediates this relationship, and how EC moderates the link between AC and CKMC. The research contributes to both theory and practice by providing insights into these relationships and suggesting future research directions.Design/methodology/approachThis study focuses on Small and Medium-sized Enterprises (SMEs) in Turkey, specifically within the cities of Istanbul, Ankara, Izmir, and Konya. To gather data, the researchers utilized a non-probabilistic convenience sampling method and distributed self-administered surveys to a selected pool of 918 respondents including shift supervisors, project managers, and team members within these SMEs. The surveys were translated to Turkish to avoid language issues. Out of the surveys distributed, 401 valid responses were collected, resulting in a response rate of 43.68%.FindingsThe main findings of the study indicate that a firm’s absorptive capacity (AC) positively impacts project success and customer knowledge management capability (CKMC). Furthermore, CKMC plays a mediating role, positively influencing project success. Additionally, the study reveals the moderating effect of environmental complexity (EC) on the relationship between AC and CKMC, suggesting that as EC becomes more complex, it strengthens the link between AC and CKMC. Moreover, CKMC was found to mediate the moderating effect of EC on the relationship between AC and project success, emphasizing the significance of environmental complexity in this interaction.Research limitations/implicationsThis study’s limitations stem from its cross-sectional approach, which limits the ability to establish causal relationships between the constructs of absorptive capacity (AC), customer knowledge management capability (CKMC), and project success. It does not examine other potential mediators, such as customer relationship capability and innovation capability. Furthermore, the existing literature on this topic is scarce, suggesting a need for further research, particularly on constructs like team skills for managing CKMC. There is also an une