Proceedings of the 8th Global Conference on Business, Management, and Entrepreneurship (GCBME 2023)

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Model of the influence of Entrepreneurial Leadership on optimizing the benefits of Knowledge to improve Customer Experience

Authors
Tazar Marta Kurniawan1, *, Fachry Hasan1, Ratih Hurriyati1, Mokh. Adib Sultan1
1Universitas Pendidikan Indonesia, Bandung, 40154, Indonesia
*Corresponding author. Email: tazarkurniawan@upi.edu
Corresponding Author
Tazar Marta Kurniawan
Available Online 26 June 2024.
DOI
10.2991/978-94-6463-443-3_153How to use a DOI?
Keywords
Customer Experience; Entrepreneurial Leadership; Innovative Work; Knowledge Management; Knowledge Utilization; Behaviour; Orientation Behaviour
Abstract

Customer experience is increasingly becoming a critical differentiating factor for companies and brands. This research examines the impact of Entrepreneurial Leadership (EL) on optimizing the benefits of Knowledge to improve Customer Experience Orientation Behaviour in the knowledge-intensive industry. The study utilizes a quantitative research methodology, including random sampling stratification techniques and the Structural Equation Model, to investigate the relationship between Entrepreneurial Leadership, Knowledge Management, Knowledge Utilization, Innovative Work Behaviour, and Customer Experience Orientation Behaviour (CEOTB). Data was collected through questionnaires from 215 respondents in the Defence Industry cluster. The results demonstrate the importance of entrepreneurship-oriented leadership in shaping a positive customer experience. Furthermore, the study highlights the significance of knowledge management, knowledge utilization, and innovative work behaviour in enhancing the company’s orientation towards customer experience.

Copyright
© 2024 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the 8th Global Conference on Business, Management, and Entrepreneurship (GCBME 2023)
Series
Advances in Economics, Business and Management Research
Publication Date
26 June 2024
ISBN
978-94-6463-443-3
ISSN
2352-5428
DOI
10.2991/978-94-6463-443-3_153How to use a DOI?
Copyright
© 2024 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Tazar Marta Kurniawan
AU  - Fachry Hasan
AU  - Ratih Hurriyati
AU  - Mokh. Adib Sultan
PY  - 2024
DA  - 2024/06/26
TI  - Model of the influence of Entrepreneurial Leadership on optimizing the benefits of Knowledge to improve Customer Experience
BT  - Proceedings of the 8th Global Conference on Business, Management, and Entrepreneurship (GCBME 2023)
PB  - Atlantis Press
SP  - 1246
EP  - 1255
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-443-3_153
DO  - 10.2991/978-94-6463-443-3_153
ID  - Kurniawan2024
ER  -