... successful customer experience management. Design/methodology/approach A structural equation model was employed, using survey data collected from 375 participants to test the model and corresponding hypotheses. A stimulus-organism-response (SOR) model was incorporated as the theoretical framework...

...) with return rate of 143 valid questionnaires. The hypothesis testing and analysis were conducted using structural equation modeling. Findings The research shows the organizational structure as the main contextual factor related to KM, that supports DC. Besides organizational structure, this paper also...