A Knowledge Management Approach to Marketing and the Advent of Customer Knowledge Management

A Knowledge Management Approach to Marketing and the Advent of Customer Knowledge Management

Samiha Mjahed, Abdelfattah Triki
Copyright: © 2012 |Pages: 21
ISBN13: 9781613500897|ISBN10: 1613500890|EISBN13: 9781613500903
DOI: 10.4018/978-1-61350-089-7.ch015
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MLA

Mjahed, Samiha, and Abdelfattah Triki. "A Knowledge Management Approach to Marketing and the Advent of Customer Knowledge Management." Customer-Centric Knowledge Management: Concepts and Applications, edited by Minwir Al-Shammari, IGI Global, 2012, pp. 264-284. https://doi.org/10.4018/978-1-61350-089-7.ch015

APA

Mjahed, S. & Triki, A. (2012). A Knowledge Management Approach to Marketing and the Advent of Customer Knowledge Management. In M. Al-Shammari (Ed.), Customer-Centric Knowledge Management: Concepts and Applications (pp. 264-284). IGI Global. https://doi.org/10.4018/978-1-61350-089-7.ch015

Chicago

Mjahed, Samiha, and Abdelfattah Triki. "A Knowledge Management Approach to Marketing and the Advent of Customer Knowledge Management." In Customer-Centric Knowledge Management: Concepts and Applications, edited by Minwir Al-Shammari, 264-284. Hershey, PA: IGI Global, 2012. https://doi.org/10.4018/978-1-61350-089-7.ch015

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Abstract

This chapter is intended to give an overview of knowledge management (KM), and to explore its extension to the marketing discipline. It is basically aimed to set the stage for the conceptualisation of knowledge-based complaint management rather than to provide a thorough and exhaustive literature review of the KM theory per se. Therefore the contribution of the chapter in hand lies in the fact that it integrates the concept of customer knowledge in the field of complaint management.

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