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 proceedingConference contribution

5 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 languageEnglish
Title of host publicationProceedings of the 2009 6th International Conference on Service Systems and Service Management, ICSSSM '09
Pages959-964
Number of pages6
DOIs
Publication statusPublished - 2009 Nov 16
Event2009 6th International Conference on Service Systems and Service Management, ICSSSM '09 - Xiamen, China
Duration: 2009 Jun 82009 Jun 10

Publication series

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

Other

Other2009 6th International Conference on Service Systems and Service Management, ICSSSM '09
CountryChina
CityXiamen
Period09-06-0809-06-10

All Science Journal Classification (ASJC) codes

  • Information Systems
  • Information Systems and Management

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