Customer Employee Exchange and Firm Innovative Behavior Among SMEs in Ghana

The Mediating Role of Customer Knowledge Management


  • Diyawu Rahman Adam Doctoral School in Management and Organizational Sciences, Hungarian University of Agriculture and Life Sciences, Kaposvár Campus, 7400 Kaposvár, Guba Sándor u. 40. Hungary; Garden City University College,Department of Managerial Sciences, P.O Box KS 12775 Kumasi, Ghana, corresponding author, e-mail:
  • Sadick Alhaji Husseini Corvinus University of Budapest, 1093 Budapest, Fővám tér 8. Hungary



customer employee exchange, solidarity, harmonization, information exchange, firm innovative behaviour


The study sought to examine the relationship between customer-employee exchange and firm innovative behaviour (FIB). The mediation effect of customer knowledge management in the relationship between customer-employee exchange and FIB was determined. Quantitative data was collected using a structured questionnaire. We sampled 247 respondents from Small and Medium Enterprises (SMEs) in Ghana using the simple random sampling technique. The partial least squares structural equation modelling (PLS-SEM) was assessed using the Smart-PLS. The findings of the study suggest that the variables representing customer-employee exchange (solidarity, harmonization, and information exchange) have had an important effect on FIB. Moreover, customer knowledge management is found to mediate relationships between customer-employee exchange and firm innovative behaviour. The study recommends that due to their limited resources compared to larger companies’ new ways of interactions between SMEs and customers should be introduced and enhanced as that will help the firms to improve their innovative behaviour.


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How to Cite

Customer Employee Exchange and Firm Innovative Behavior Among SMEs in Ghana: The Mediating Role of Customer Knowledge Management. (2023). REGIONAL AND BUSINESS STUDIES, 15(2), 37-58.