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A Comprehensive Model for Customer Knowledge Management Mechanisms

A Comprehensive Model for Customer Knowledge Management Mechanisms

Neda Sakhaee, Hamidreza Shahbaznezhad, Mehdi Shami Zanjani
Copyright: © 2012 |Pages: 14
ISBN13: 9781613500897|ISBN10: 1613500890|EISBN13: 9781613500903
DOI: 10.4018/978-1-61350-089-7.ch014
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MLA

Sakhaee, Neda, et al. "A Comprehensive Model for Customer Knowledge Management Mechanisms." Customer-Centric Knowledge Management: Concepts and Applications, edited by Minwir Al-Shammari, IGI Global, 2012, pp. 250-263. https://doi.org/10.4018/978-1-61350-089-7.ch014

APA

Sakhaee, N., Shahbaznezhad, H., & Zanjani, M. S. (2012). A Comprehensive Model for Customer Knowledge Management Mechanisms. In M. Al-Shammari (Ed.), Customer-Centric Knowledge Management: Concepts and Applications (pp. 250-263). IGI Global. https://doi.org/10.4018/978-1-61350-089-7.ch014

Chicago

Sakhaee, Neda, Hamidreza Shahbaznezhad, and Mehdi Shami Zanjani. "A Comprehensive Model for Customer Knowledge Management Mechanisms." In Customer-Centric Knowledge Management: Concepts and Applications, edited by Minwir Al-Shammari, 250-263. Hershey, PA: IGI Global, 2012. https://doi.org/10.4018/978-1-61350-089-7.ch014

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Abstract

In order to implement customer knowledge management concepts, companies need to deploy several mechanisms through the development and integration of currently available ways. Although customer knowledge management has been discussed in various circles, fewer studies have tried to discover a comprehensive set of customer knowledge management mechanisms. This chapter proposes a comprehensive taxonomic model that acts as a reference in the area of customer knowledge management. By using this model, companies can manage their customer knowledge in e-commerce or non e-commerce domes. The proposed model is based on blended methodology and contains a vast look at the three different dimensions of customer knowledge through additional details as well as introducing the comprehensive set of “technological” and “non-technological” mechanisms in accordance with each identified types of customer knowledge.

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