Factor analysis, knowledge management and value creation

When companies face with the effort to comply with customer needs, their prior necessity is to acquire knowledge about the most sensitive variables that can condition customer satisfaction perceptions better than others. However the analysis of the firm-customer relationships seem to be very complex, given the high number of variables that potentially influence customer satisfaction, and hence the stability of their relationship with the company. Through a case study this paper describes a process to generate explicit knowledge about the main strategic customer satisfaction’s value drivers. This process can be considered as a knowledge management tool to support the planning of specific actions about strategic resources and competencies supposed to improve customer satisfaction. The paper discusses about contributions of the study, as well as managerial implications, findings, limitations, and directions for further research.