Transform customer knowledge into company value-case of a global retailer

Lyu Jung; Shih Chi Yang; Chia Wen Chen

doi:10.1109/ICSSSM.2009.5175021

Transform customer knowledge into company value-case of a global retailer

Lyu Jung, Shih Chi Yang, Chia Wen Chen

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

8 Citations (Scopus)

Abstract

Customer knowledge can enhance company value by gathering, managing, and sharing knowledge. Companies continuously transform customer knowledge into company value through knowledge management (KM) that can provide more value for their customers and stakeholders than their com petitors can. Gathering, managing, and sharing customer knowledge can be a valuable managerial method to raise the competence of enterprise. The objective of this research is therefore to propose a customer knowledge management (CKM) model to transform customer knowledge into com pany value. A case study for global retailer is used to examine the feasibility and effect of the proposed CKM model. Results show that the CKM model can effectively reduce the required time of maintenance to improve the customer satisfaction.

Original language	English
Title of host publication	Proceedings of the 2009 6th International Conference on Service Systems and Service Management, ICSSSM '09
Pages	959-964
Number of pages	6
DOIs	https://doi.org/10.1109/ICSSSM.2009.5175021
Publication status	Published - 2009 Nov 16
Event	2009 6th International Conference on Service Systems and Service Management, ICSSSM '09 - Xiamen, China Duration: 2009 Jun 8 → 2009 Jun 10

Publication series

Name	Proceedings of the 2009 6th International Conference on Service Systems and Service Management, ICSSSM '09

Other

Other	2009 6th International Conference on Service Systems and Service Management, ICSSSM '09
Country/Territory	China
City	Xiamen
Period	09-06-08 → 09-06-10

All Science Journal Classification (ASJC) codes

Information Systems
Information Systems and Management

Access to Document

10.1109/ICSSSM.2009.5175021

Cite this

Jung, L., Yang, S. C., & Chen, C. W. (2009). Transform customer knowledge into company value-case of a global retailer. In Proceedings of the 2009 6th International Conference on Service Systems and Service Management, ICSSSM '09 (pp. 959-964). [5175021] (Proceedings of the 2009 6th International Conference on Service Systems and Service Management, ICSSSM '09). https://doi.org/10.1109/ICSSSM.2009.5175021

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title = "Transform customer knowledge into company value-case of a global retailer",

abstract = "Customer knowledge can enhance company value by gathering, managing, and sharing knowledge. Companies continuously transform customer knowledge into company value through knowledge management (KM) that can provide more value for their customers and stakeholders than their com petitors can. Gathering, managing, and sharing customer knowledge can be a valuable managerial method to raise the competence of enterprise. The objective of this research is therefore to propose a customer knowledge management (CKM) model to transform customer knowledge into com pany value. A case study for global retailer is used to examine the feasibility and effect of the proposed CKM model. Results show that the CKM model can effectively reduce the required time of maintenance to improve the customer satisfaction.",

author = "Lyu Jung and Yang, {Shih Chi} and Chen, {Chia Wen}",

year = "2009",

month = nov,

day = "16",

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language = "English",

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booktitle = "Proceedings of the 2009 6th International Conference on Service Systems and Service Management, ICSSSM '09",

note = "2009 6th International Conference on Service Systems and Service Management, ICSSSM '09 ; Conference date: 08-06-2009 Through 10-06-2009",

}

Jung, L, Yang, SC & Chen, CW 2009, Transform customer knowledge into company value-case of a global retailer. in Proceedings of the 2009 6th International Conference on Service Systems and Service Management, ICSSSM '09., 5175021, Proceedings of the 2009 6th International Conference on Service Systems and Service Management, ICSSSM '09, pp. 959-964, 2009 6th International Conference on Service Systems and Service Management, ICSSSM '09, Xiamen, China, 09-06-08. https://doi.org/10.1109/ICSSSM.2009.5175021

Transform customer knowledge into company value-case of a global retailer. / Jung, Lyu; Yang, Shih Chi; Chen, Chia Wen.

Proceedings of the 2009 6th International Conference on Service Systems and Service Management, ICSSSM '09. 2009. p. 959-964 5175021 (Proceedings of the 2009 6th International Conference on Service Systems and Service Management, ICSSSM '09).

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

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AB - Customer knowledge can enhance company value by gathering, managing, and sharing knowledge. Companies continuously transform customer knowledge into company value through knowledge management (KM) that can provide more value for their customers and stakeholders than their com petitors can. Gathering, managing, and sharing customer knowledge can be a valuable managerial method to raise the competence of enterprise. The objective of this research is therefore to propose a customer knowledge management (CKM) model to transform customer knowledge into com pany value. A case study for global retailer is used to examine the feasibility and effect of the proposed CKM model. Results show that the CKM model can effectively reduce the required time of maintenance to improve the customer satisfaction.

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Jung L, Yang SC, Chen CW. Transform customer knowledge into company value-case of a global retailer. In Proceedings of the 2009 6th International Conference on Service Systems and Service Management, ICSSSM '09. 2009. p. 959-964. 5175021. (Proceedings of the 2009 6th International Conference on Service Systems and Service Management, ICSSSM '09). https://doi.org/10.1109/ICSSSM.2009.5175021

Transform customer knowledge into company value-case of a global retailer

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