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Customer knowledge represents an important organisational asset that organisations would utilize and manage to gain a competitive advantage. The purpose of this study is to develop and test a model to explain the role of customer knowledge management in service recovery performance; through examining the impact of Customer Knowledge Management (CKM) process on Service Recovery Performance (SRP), based on the perspective of the Egyptian National Railways' employees. It also attempts to measure how employees and customers evaluate the Egyptian National Railways' actual performance of service recovery. Two questionnaires were formed in order to collect the primary data through personal interviews. The first questionnaire was issued to the employees of the Egyptian National Railways in order to investigate their opinions regarding both of CKM process and SRP dimensions. The second questionnaire was for the Egyptian National Railways' customers to measure their evaluation of SRP. This paper has demonstrated the value of managing customer knowledge effectively in order to achieve a higher performance on service recovery. The empirical results indicated that organisations need to capture, share, acquire, and apply customer knowledge successfully in order to improve their service recovery performance. The results also demonstrated that employees evaluate their performance regarding the service recovery more positively than what customers do.

The Role of Customer Knowledge Management Process in Service Recovery Performance: An Applied Study to the Egyptian National Railways