The purpose of this paper was to examine the implications of employing multimodal interaction metaphors in Electronic Customer Knowledge Management Systems (E-CKMS). There are several challenges to E-CKMS, such as trust and knowledge retention, structured transfer of knowledge and information overload. As empirical investigations that examine the impact of multimodal interaction on customer sat...

During the past decade, data warehousing has been widely adopted in the business community. It provides multi-dimensional analyses on cumulated historical business data for helping contemporary administrative decision-makings. Nevertheless, it is believed there is only about 20% information can be extracted from data warehouses concerning numeric data only, the other 80% information is hidden i...

During the past decade, data warehousing has been widely adopted in the business community. It provides multidimensional analyses on cumulated historical business data for helping contemporary administrative decision-making. Nevertheless, it is believed that only about 20% information can be extracted from data warehouses concerning numeric data only, the other 80% information is hidden in non-...

Our minitrack focuses on various cultural aspects of Knowledge Management and Information Systems within organizations. First two papers in our minitrack investigate cross-cultural issues and challenges in managing knowledge within a global firm. The first paper of in this minitrack by Frygell, Hedman, and Carlsson, “Implementing CRM System in a Global Organization National vs. Organizational C...

Shopping centers are an important part of the UK economy and have been the subject of considerable research. Relying on complex interdependencies between shoppers, retailers and owners, shopping centers are ideal for knowledge management study. Nevertheless, although retailers have been in the forefront of data mining, little has been written on Customer Knowledge Management for shopping center...

Customer relationship management (CRM) has become a strategic initiative aimed at getting, growing, and retaining the right customers. A great amount of numeric data and even more soft information are available about customers. In this paper we analyze the relative importance of factors and the priority of the schemes by constructing the CRM hierarchy model for Small and Medium Enterprises. Und...

The Service Process Management in Travel Business Networks project focuses on knowledge tripartition. It is carried out at the University of Lapland with the aim of defining knowledge management, network management, and customer relations management from the practical point of view. The implementation of the project entails cooperation with enterprises involved in the travel industry in Lapland...

electronic government is a new concept that governments according to level of development implement in different ways. utilizing informational systems in business sections has created potential context for developing electronic government. customer relationship ‎management (crm) is an important system in management that helps to develop electronic government and promote citizenship-based in org...

For the advances of Internet technologies in recent years, electronic commerce (EC) has gained many attentions as a major theme for enterprises to keep their competitiveness. Among all possible endeavors for the EC, research has shown that effective management of customer relationships by taking advantage of customer knowledges is a major source for keeping competitive differentiation. Therefor...