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Customer knowledge management

Author

Listed:
  • M García-Murillo

    (Syracuse University)

  • H Annabi

    (Syracuse University)

Abstract

Customer knowledge has received little attention in the knowledge management literature. The authors of this exploratory study argue that practices in marketing and customer relationship management have not been able to capture knowledge from customers that comes from social interactions with firm employees. The authors propose a three-step model by which companies can obtain this knowledge. The model's theoretical base comes from the information retrieval and socialization concepts of the knowledge management literature. The paper identifies cultural changes required to make this process successful.

Suggested Citation

  • M García-Murillo & H Annabi, 2002. "Customer knowledge management," Journal of the Operational Research Society, Palgrave Macmillan;The OR Society, vol. 53(8), pages 875-884, August.
    • Handle: RePEc:pal:jorsoc:v:53:y:2002:i:8:d:10.1057_palgrave.jors.2601365
    DOI: 10.1057/palgrave.jors.2601365
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    Citations

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    Cited by:

    1. Wei Liu & Zongshui Wang & Hong Zhao, 2020. "Comparative study of customer relationship management research from East Asia, North America and Europe: A bibliometric overview," Electronic Markets, Springer;IIM University of St. Gallen, vol. 30(4), pages 735-757, December.
    2. João M. Lopes & José Oliveira, 2022. "The New Times of Social Media Marketing in the B2B Framework," Businesses, MDPI, vol. 2(2), pages 1-12, April.
    3. Diana Chernetska, 2017. "Expanding Frontiers Of Customer Knowledge Management To Sustain Competitive Advantage:The Mediating Role Of Predictive Analytics," Eurasian Journal of Business and Management, Eurasian Publications, vol. 5(1), pages 1-15.
    4. Cubillas-Para, Clara & Cegarra-Navarro, Juan Gabriel & Vătămănescu, Elena-Mădălina, 2024. "Gliding from regenerative unlearning toward digital transformation via collaboration with customers and organisational agility," Journal of Business Research, Elsevier, vol. 177(C).
    5. Dengke Yu & Jay Yang, 2019. "An Integrated Management Model for Avoiding Customer Information Leakage in China’s Housing Markets," Journal of the Knowledge Economy, Springer;Portland International Center for Management of Engineering and Technology (PICMET), vol. 10(2), pages 491-515, June.
    6. Tseng, Shu-Mei, 2009. "A study on customer, supplier, and competitor knowledge using the knowledge chain model," International Journal of Information Management, Elsevier, vol. 29(6), pages 488-496.
    7. Pan, Xing & Wang, Huixiong & You, Weijia & Zhang, Manli & Yang, Yuexiang, 2020. "Assessing the reliability of electronic products using customer knowledge discovery," Reliability Engineering and System Safety, Elsevier, vol. 199(C).
    8. Zahra Idrees & Xia Xinping, 2017. "Quality of Banking Services & Customer Retention: Moderated by Relationship Characteristics," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 7(2), pages 205-217, February.
    9. Alexander Wieneke & Christiane Lehrer, 2016. "Generating and exploiting customer insights from social media data," Electronic Markets, Springer;IIM University of St. Gallen, vol. 26(3), pages 245-268, August.
    10. Jokubauskienė Raminta & Vaitkienė Rimgailė, 2017. "Assumptions of Customer Knowledge Enablement in the Open Innovation Process," Economics and Business, Sciendo, vol. 31(1), pages 55-69, August.
    11. Muhammad Iskandar Hamzah & Abdul Kadir Othman & Amily Fikry & Mohd Zulkifli Abdullah, 2023. "The interaction effects of adhocracy culture, work experience on information acquisition and job performance of bank salespeople," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(3), pages 544-557, September.
    12. Constantin Bratianu & Dan Florin Stanescu & Rares Mocanu & Ruxandra Bejinaru, 2021. "Serial Multiple Mediation of the Impact of Customer Knowledge Management on Sustainable Product Innovation by Innovative Work Behavior," Sustainability, MDPI, vol. 13(22), pages 1-25, November.
    13. Suhail A. Bhat & Mushtaq A. Darzi & Shakir H. Parrey, 2018. "Antecedents of Customer Loyalty in Banking Sector: A Mediational Study," Vikalpa: The Journal for Decision Makers, , vol. 43(2), pages 92-105, June.
    14. Migliaccio Mirella & Francesca Rivetti, 2013. "Client Knowledge Opportunities for a Small Software Firm," Symphonya. Emerging Issues in Management, Niccolò Cusano University, issue 1 Global .
    15. Alessandro Henrique de Souza Miake & Rodrigo Baroni de Carvalho & Marcelo de Rezende Pinto & Alexandre Reis Graeml, 2018. "Customer Knowledge Management (CKM): Model Proposal and Evaluation in a Large Brazilian Higher Education Private Group," Brazilian Business Review, Fucape Business School, vol. 15(2), pages 135-151, March.
    16. Behzad Lak & Jalal Rezaeenour, 2017. "Effective Factors of Social Customer Knowledge Management (SCKM) in Organisations: Study of Electronic Service Providers in Iran," Journal of Information & Knowledge Management (JIKM), World Scientific Publishing Co. Pte. Ltd., vol. 16(02), pages 1-24, June.
    17. Meng, Donghui & Li, Xianjun & Rong, Ke, 2019. "Industry-to-university knowledge transfer in ecosystem-based academic entrepreneurship: Case study of automotive dynamics & control group in Tsinghua University," Technological Forecasting and Social Change, Elsevier, vol. 141(C), pages 249-262.
    18. Tseng, Shu-Mei, 2012. "Correlations between external knowledge and the knowledge chain as impacting service quality," Journal of Retailing and Consumer Services, Elsevier, vol. 19(4), pages 429-437.
    19. Bashir, Naheed & Papamichail, K.Nadia & Malik, Khaleel, 2017. "Use of Social Media Applications for Supporting New Product Development Processes in Multinational Corporations," Technological Forecasting and Social Change, Elsevier, vol. 120(C), pages 176-183.
    20. Mohsen Behnam & Geoff Dickson & Vahid Delshab & Anna Gerke & Parvaneh Savari Nikou, 2023. "The moderating effect of fan engagement on the relationship between fan knowledge and fan co-creation in social media," Post-Print hal-03969039, HAL.
    21. Kamal, Muhammad Mustafa & Mamat, Rosnida & Mangla, Sachin Kumar & Kumar, Patanjal & Despoudi, Stella & Dora, Manoj & Tjahjono, Benny, 2022. "Immediate return in circular economy: Business to consumer product return information sharing framework to support sustainable manufacturing in small and medium enterprises," Journal of Business Research, Elsevier, vol. 151(C), pages 379-396.

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