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 |
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| 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 | |
| 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 | China |
| City | Xiamen |
| Period | 09-06-08 → 09-06-10 |
Fingerprint
All Science Journal Classification (ASJC) codes
- Information Systems
- Information Systems and Management
Cite this
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Transform customer knowledge into company value-case of a global retailer. / Lyu, Jrjung; 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
TY - GEN
T1 - Transform customer knowledge into company value-case of a global retailer
AU - Lyu, Jrjung
AU - Yang, Shih Chi
AU - Chen, Chia Wen
PY - 2009/11/16
Y1 - 2009/11/16
N2 - 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.
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.
UR - http://www.scopus.com/inward/record.url?scp=71049184307&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=71049184307&partnerID=8YFLogxK
U2 - 10.1109/ICSSSM.2009.5175021
DO - 10.1109/ICSSSM.2009.5175021
M3 - Conference contribution
SN - 9781424436620
T3 - Proceedings of the 2009 6th International Conference on Service Systems and Service Management, ICSSSM '09
SP - 959
EP - 964
BT - Proceedings of the 2009 6th International Conference on Service Systems and Service Management, ICSSSM '09
ER -