Purpose

The purpose of the present study was to design an axial coding pattern for customer knowledge management (CKM) to identify the conditions affecting it from the perspective of experts in public university libraries.

Design/methodology/approach

The current study used a qualitative approach. To collect and analyze data, the grounded theory method with a three-stage strategy of open, axial and selective coding was employed. The research instrument was a semi-structured in-depth interview and the data were categorized using MAXQDA 10 software. The sample of the study consisted of 26 experts from Iranian public universities who were selected through a combined targeted non-random sampling procedure (targeted and snowball). The necessary data were obtained through specialized interviews with 9 faculty members and 17 managers of public university libraries.

Findings

In the present study, 106 open coding, 35 axial concepts, and 16 selective general categories were identified as the conditions affecting CKM development in academic libraries in the form of causal conditions, intervening conditions, strategies conditions, context conditions, and consequences conditions around the core layer of CKM development. The identification of these conditions led to the development of a paradigmatic pattern for the research.

Originality/value

There is no record of research on developing empirical studies in libraries using an analysis of the conditions affecting CKM development in the form of an axial coding pattern. The present research contributed to closing this research gap. The axial coding pattern proposed in this study can serve as a guide for implementing CKM in academic libraries as well as increasing customer loyalty.

中文翻译：

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专家对影响高校图书馆客户知识管理的条件有何看法？综合视角

目的

本研究的目的是为客户知识管理 (CKM) 设计轴向编码模式，以从公立大学图书馆专家的角度识别影响它的条件。

设计/方法/途径

目前的研究使用定性方法。为了收集和分析数据，采用了具有开放编码、轴向编码和选择性编码三阶段策略的扎根理论方法。研究工具是半结构化深度访谈，数据使用 MAXQDA 10 软件进行分类。该研究的样本包括来自伊朗公立大学的 26 名专家，他们是通过组合的有针对性的非随机抽样程序（有针对性和滚雪球）选出的。必要的数据是通过对 9 名教职员工和 17 名公立大学图书馆管理人员的专门访谈获得的。

发现

在本研究中，以因果条件、干预条件、策略条件、上下文条件和后果条件的形式，确定了 106 个开放编码、35 个轴概念和 16 个选择性一般类别作为影响高校图书馆 CKM 发展的条件。 CKM开发的核心层。这些条件的确定导致了研究范式的发展。

原创性/价值

没有关于使用轴向编码模式的形式分析影响 CKM 发展的条件来开展图书馆实证研究的研究记录。目前的研究有助于缩小这一研究差距。本研究提出的轴向编码模式可以作为在高校图书馆实施 CKM 以及提高客户忠诚度的指南。