KMAN Publication Inc. AI and Tech in Behavioral and Social Sciences In Press 2026 11 04 A Qualitative Framework for Customer Knowledge Management Maturity in Electronic Services of the Tehran Province Construction Engineering Organization A Qualitative Framework for Customer Knowledge Management Maturity in Electronic Services of the Tehran Province Construction Engineering Organization EN Journal Article <p>This study explored dimensions of customer knowledge management maturity in the electronic services of the Tehran Province Construction Engineering Organization, with attention to practicing engineers, and developed a preliminary framework for future expert-system development. The study used an exploratory qualitative design. Twenty purposively selected participants were interviewed using semi-structured questions, and the transcripts were analyzed thematically with MAXQDA. The analysis identified eight dimensions: acquiring and extracting customer knowledge; creating and sharing knowledge; storing and organizing knowledge; applying knowledge; technology and data infrastructure; organizational and managerial capabilities; customer participation and interaction; and a knowledge-oriented culture. These dimensions were organized into four knowledge processes and four enabling conditions. A five-level maturity structure and a conceptual architecture for a future assessment system are proposed. The study does not establish validated scoring thresholds, dimension weights, an implemented inference engine, or demonstrated assessment accuracy. The framework provides a basis for subsequent indicator development and validation rather than a ready-to-use maturity assessment instrument. Its contribution lies in organizing customer knowledge processes and their enabling conditions within the selected organizational context; its distinctiveness and practical utility require further empirical evaluation.</p>