| Description |
1 online resource (304 pages) |
| Series |
Advances in Knowledge Acquisition, Transfer, and Management |
|
Advances in Knowledge Acquisition, Transfer, and Management
|
| Contents |
1. Optimising customers as knowledge resources and recipients: cases in small to medium sized software enterprises / Ciara Heavin and Frederic Adam -- 2. Perceived risks of customer knowledge management / Carolina López-Nicolás and Francisco-José Molina-Castillo -- 3. Unarmed prophets have come to grief: KM and the problem of systematizing trust relationships / Jennifer Adelstein -- 4. The importance of collaboration in knowledge management in public services: creating value for stakeholders / António Carrizo Moreira and Ricardo Augusto Zimmermann -- 5. Consumer centric knowledge management in Zakat institutions as strategic approach to reduce poverty / Abu Baker Ramadan Mohamed Hussain -- 6. The relevance of customers as a source of knowledge in IT firms / Laura Zapata Cantú and José Luis Pineda -- 7. Effective tools for customer knowledge management / Kamla Ali Al-Busaidi -- 8. An evaluation of customer-centric benefits associated with knowledge management / Petra Marešová [and others] -- 9. The role of emotional intelligence in knowledge-enabled customer delight: a case on Bahrain / Suhaila Al Hashemi and Zahra Haji -- 10. Micro-level stickiness as a threat to client centric knowledge transfer among ICT firms in Malaysian technology parks / Yusof Ismail and Suhaimi Mhd Sarif -- 11. Customer service in an emerging market (UAE) / Rawdha Khamis Al Mehairbi and Yoosuf Cader |
|
12. An enterprise model for customer-centric knowledge management and knowledge-oriented customer relationship management / Joseph O. Chan -- 13. Integrating customer relationship management, performance management, and knowledge management through balanced scorecard / Anthony Liew -- 14. A comprehensive model for customer knowledge management mechanisms / Neda Sakhaee, Hamidreza Shahbaznezhad and Mehdi Shami Zanjani -- 15. A knowledge management approach to marketing and the advent of customer knowledge management / Samiha Mjahed and Abdelfattah Triki -- 16. Strategic imperatives for customer centric approach / Neeta Baporikar |
| Summary |
"This book is a comprehensive collection addressing managerial and technical aspects of customer-centric knowledge implementation, contributing to the dynamic and emerging fields of organizational knowledge management, customer relationship management, and information and communication technologies"--Provided by publisher |
| Analysis |
CCKM |
|
Customer delivery channels |
|
Supply chains |
|
Role of people |
|
Role of processes |
|
Role of technologies |
|
Strategic analysis |
|
CK generation |
|
CK implementation |
|
CK sharing |
| Bibliography |
Includes bibliographical references |
| Notes |
Title screen (IGI Global, viewed Sept. 23, 2011) |
| Subject |
Customer relations.
|
|
Knowledge management.
|
|
Relationship marketing.
|
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Customer relations
|
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Knowledge management
|
|
Relationship marketing
|
| Form |
Electronic book
|
| Author |
Al-Shammari, Minwir, 1962-
|
|
IGI Global.
|
| ISBN |
9781613500903 |
|
1613500904 |
|
