Model of the influence of Entrepreneurial Leadership on optimizing the benefits of Knowledge to improve Customer Experience TAZAR MARTA KURNIAWAN, FACHRY HASAN, RATIH HURRIYATI, MOKH. ADIB SULTAN
Universitas Pendidikan Indonesia
Abstract
Customer experience is now increasingly becoming a differentiating factor for companies and brands. This study explores the model of Entrepreneurial Leadership^s (EL) influence on the optimization of Knowledge benefits to enhance Customer Experience Orientation Behaviour (CEOTB) in the context of knowledge intensive Industry.
This research method uses a quantitative approach with stratification random sampling techniques using Structural Equation Model (SEM). Data collection was carried out through questionnaires filled out by respondents of Defense Industry cluster company. Regression analysis is used to test the relationship between the independent variable Entrepreneurial Leadership (EL), Knowledge Management (KM), Knowledge Utilization (KU), Innovative Work behavior (IWB) and the dependent variable Customer Experience Orientation Behaviour (CEOB).
These findings demonstrate the importance of entrepreneurship-oriented leadership in creating a good customer experience. In addition, knowledge management, knowledge utilization, and innovative work behavior also play an important role in improving the company^s orientation towards customer experience.
