Toward an integrated customer knowledge management model: A process-based approach

Ma Zhenzhong; Qi Liyun

doi:10.1109/ICMSS.2009.5305115

Toward an integrated customer knowledge management model: A process-based approach

Ma Zhenzhong^*
, Qi Liyun

^*Corresponding author for this work

University of Windsor
Dalian University of Technology

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

2 Scopus citations

Abstract

Knowledge is the most important organizational asset. Studies have explored factors that may improve knowledge management within organizations, yet the majority of the research has ignored the knowledge from customers. This study proposes a process-based customer knowledge management model to explore the mechanism through which organizations acquire the knowledge from their customers, integrate and internalize this knowledge, and then apply the knowledge to better serve their customers. The potential contributions and future research directions are then discussed in this paper.

Original language	English
Title of host publication	Proceedings - International Conference on Management and Service Science, MASS 2009
DOIs	https://doi.org/10.1109/ICMSS.2009.5305115
State	Published - 2009
Externally published	Yes
Event	International Conference on Management and Service Science, MASS 2009 - Wuhan, China Duration: 20 Sep 2009 → 22 Sep 2009

Publication series

Name	Proceedings - International Conference on Management and Service Science, MASS 2009

Conference

Conference	International Conference on Management and Service Science, MASS 2009
Country/Territory	China
City	Wuhan
Period	20/09/09 → 22/09/09

Keywords

Customer knowledge
Knoledge process
Knowledge innovation
Knowledge management
Knowledge repository

Access to Document

10.1109/ICMSS.2009.5305115

Cite this

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title = "Toward an integrated customer knowledge management model: A process-based approach",

abstract = "Knowledge is the most important organizational asset. Studies have explored factors that may improve knowledge management within organizations, yet the majority of the research has ignored the knowledge from customers. This study proposes a process-based customer knowledge management model to explore the mechanism through which organizations acquire the knowledge from their customers, integrate and internalize this knowledge, and then apply the knowledge to better serve their customers. The potential contributions and future research directions are then discussed in this paper.",

keywords = "Customer knowledge, Knoledge process, Knowledge innovation, Knowledge management, Knowledge repository",

author = "Ma Zhenzhong and Qi Liyun",

year = "2009",

doi = "10.1109/ICMSS.2009.5305115",

language = "英语",

isbn = "9781424446391",

series = "Proceedings - International Conference on Management and Service Science, MASS 2009",

booktitle = "Proceedings - International Conference on Management and Service Science, MASS 2009",

note = "International Conference on Management and Service Science, MASS 2009 ; Conference date: 20-09-2009 Through 22-09-2009",

}

Zhenzhong, M & Liyun, Q 2009, Toward an integrated customer knowledge management model: A process-based approach. in Proceedings - International Conference on Management and Service Science, MASS 2009., 5305115, Proceedings - International Conference on Management and Service Science, MASS 2009, International Conference on Management and Service Science, MASS 2009, Wuhan, China, 20/09/09. https://doi.org/10.1109/ICMSS.2009.5305115

Toward an integrated customer knowledge management model: A process-based approach. / Zhenzhong, Ma; Liyun, Qi.
Proceedings - International Conference on Management and Service Science, MASS 2009. 2009. 5305115 (Proceedings - International Conference on Management and Service Science, MASS 2009).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

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AU - Liyun, Qi

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N2 - Knowledge is the most important organizational asset. Studies have explored factors that may improve knowledge management within organizations, yet the majority of the research has ignored the knowledge from customers. This study proposes a process-based customer knowledge management model to explore the mechanism through which organizations acquire the knowledge from their customers, integrate and internalize this knowledge, and then apply the knowledge to better serve their customers. The potential contributions and future research directions are then discussed in this paper.

AB - Knowledge is the most important organizational asset. Studies have explored factors that may improve knowledge management within organizations, yet the majority of the research has ignored the knowledge from customers. This study proposes a process-based customer knowledge management model to explore the mechanism through which organizations acquire the knowledge from their customers, integrate and internalize this knowledge, and then apply the knowledge to better serve their customers. The potential contributions and future research directions are then discussed in this paper.

KW - Customer knowledge

KW - Knoledge process

KW - Knowledge innovation

KW - Knowledge management

KW - Knowledge repository

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U2 - 10.1109/ICMSS.2009.5305115

DO - 10.1109/ICMSS.2009.5305115

M3 - 会议稿件

AN - SCOPUS:73849120724

SN - 9781424446391

T3 - Proceedings - International Conference on Management and Service Science, MASS 2009

BT - Proceedings - International Conference on Management and Service Science, MASS 2009

Y2 - 20 September 2009 through 22 September 2009

ER -

Toward an integrated customer knowledge management model: A process-based approach

Abstract

Publication series

Conference

Keywords

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