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

Jrjung Lyu, Shih Chi Yang, Chia Wen Chen

研究成果: Conference contribution

5 引文 (Scopus)

摘要

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.

原文English
主出版物標題Proceedings of the 2009 6th International Conference on Service Systems and Service Management, ICSSSM '09
頁面959-964
頁數6
DOIs
出版狀態Published - 2009 十一月 16
事件2009 6th International Conference on Service Systems and Service Management, ICSSSM '09 - Xiamen, China
持續時間: 2009 六月 82009 六月 10

出版系列

名字Proceedings 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
國家China
城市Xiamen
期間09-06-0809-06-10

指紋

Knowledge management
Industry
Customer satisfaction
Retailers
Customer knowledge
Management model
Customer knowledge management

All Science Journal Classification (ASJC) codes

  • Information Systems
  • Information Systems and Management

引用此文

Lyu, J., Yang, S. C., & Chen, C. W. (2009). Transform customer knowledge into company value-case of a global retailer. 於 Proceedings of the 2009 6th International Conference on Service Systems and Service Management, ICSSSM '09 (頁 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
Lyu, Jrjung ; Yang, Shih Chi ; Chen, Chia Wen. / Transform customer knowledge into company value-case of a global retailer. Proceedings of the 2009 6th International Conference on Service Systems and Service Management, ICSSSM '09. 2009. 頁 959-964 (Proceedings of the 2009 6th International Conference on Service Systems and Service Management, ICSSSM '09).
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Lyu, J, Yang, SC & Chen, CW 2009, Transform customer knowledge into company value-case of a global retailer. 於 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, 頁 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. / 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).

研究成果: Conference contribution

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Lyu J, Yang SC, Chen CW. Transform customer knowledge into company value-case of a global retailer. 於 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