in today’s quality- based competitive world, known as knowledge age, customer attraction is of ultimate importance. in respect to the slogan “customer is always right”, customer relation management is the core of an organizational strategy playing an important role in four aspects of customer identification, customer attraction, customer retaining, and customer satisfaction. commercial organiza...

researches prove that effective customer management along with using customer knowledge is one of the topics that can produce competitive advantage in comparison with the other e-commerce topics. mining the customer knowledge with the aim of helping the managers in better ad strategy making will be possible using the systems with ability of extracting the behavioral patterns of customers from d...

Following a service orientation paradigm, value is no longer restricted to product functionalities. Value is in particular based on co-creation with customers, making use of their experiences and leading to so-called integrated solutions. The longitudinal view on relationships with customers requires networked collaboration of multiple partners with their mutual customers within the context of ...

In today’s digital economy, knowledge is regarded as an asset, and the implementation of knowledge management supports a company in developing innovative products and making critical management strategic decisions. Product innovation must link technological competence such as engineering and process know-how with knowledge about the customer, so that the product will meet the customers’ needs, ...

The increased reliance on Knowledge Management systems has made certain theorists to suggest that this will enable a surpassing of proximal knowledge creation, unequivocally leading up to more effective knowledge creation by easy codification and sharing of knowledge. However, in general, too much focus has been put on the potential of KM systems rather than its limits and the role of supportin...

Purpose – This paper integrates the knowledge management and marketing literatures to examine the relationships between knowledge management (KM) practices during a service exchange and customers’ satisfaction and behavioral intentions. Design/methodology/approach Data were collected in an experimental setting using video scenarios; hypotheses were tested using MANOVA and ANCOVA. Findings Resul...