The purpose of this paper is to contribute to the body of knowledge in the area of management accounting, particularly performance measurement systems within the BSC framework, by investigating empirically the extent of multiple performance measures usage and their effects on the financial performance of Jordanian banks in the branches level. Nevertheless, the result of this study shows that th...

Recent advances of virtual networking technologies are gradually forcing companies to focus their knowledge management efforts to external knowledge resources, in order to complement their existing knowledge bases, find expertise, but also harness collective intelligence that is dynamically produced in the virtual environment. Access, exchange and co-creation of customer knowledge is of central...

Knowing and managing the concept of customer experience is the main factor in creating competitiveness for any organization. Moreover, without customer experience management, a business cannot specify appropriate strategies to maintain the current market and business sustainability. However, most of the existing studies have looked at this subject abstractly and have not provided a comprehensiv...

This study examines determinants of the service expertise and service quality of customer service representatives (CSRs) working for call centers which have become a firm’s typical service encounter. More specifically, as such determinants, the study proposes customer knowledge accumulated in electronic knowledge repositories (EKRs) as a digital knowledge source along with expertise location as...

Retail brands (RBs) have become a strategic feature of the retail industry. Their role in building consumer loyalty is usually taken for granted and yet has not been completely identified. The purpose of this paper is to understand how retailers manage customer knowledge relationship management through an integrated framework of CRM and Knowledge management for retail brands and their role in b...

widespread usage of web technology provides an opportunity for business in order to use internet as the tool for management of electronic relationship with costumers. organizations that undertake expense of investment in this field, one of their primary purposes is improvement of satisfaction of costumers. for this reason, in most of organizations which use the system of electronic relationship...