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نتیجه جستجو - Customer knowledge

تعداد مقالات یافته شده: 11
ردیف عنوان نوع
1 An integrated artificial intelligence framework for knowledge creation and B2B marketing rational decision making for improving firm performance
یک چارچوب هوش مصنوعی یکپارچه برای ایجاد دانش و تصمیم گیری منطقی بازاریابی B2B برای بهبود عملکرد شرکت-2021
This study examines the effect of big data powered artificial intelligence on customer knowledge creation, user knowledge creation and external market knowledge creation to better understand its impact on B2B marketing rational decision making to influence firm performance. The theoretical model is grounded in Knowledge Management Theory (KMT) and the primary data was collected from B2B companies functioning in the South African mining industry. Findings point out that big data powered artificial intelligence and the path customer knowledge creation is significant. Secondly, big data powered artificial intelligence and the path user knowledge creation is significant. Thirdly, big data powered artificial intelligence and the path external market knowledge creation is significant. It was observed that customer knowledge creation, user knowledge creation and external market knowledge creation have significant effect on the B2B marketing-rational decision making. Finally, the path B2B marketing rational decision making has a significant effect on firm performance.
keywords: هوش مصنوعی | داده های بزرگ | مدیریت دانش | بازاریابی B2B | عملکرد شرکت | Artificial intelligence | Big data | Knowledge management | B2B marketing | Firm performance
مقاله انگلیسی
2 Assessment of customer knowledge management in academic libraries: Design and validation of a checklist
ارزیابی مدیریت دانش مشتری در کتابخانه های دانشگاهی: طراحی و اعتبار سنجی چک لیست-2021
A review of the research background shows that despite the usability of customer knowledge for libraries, the concept of Customer Knowledge Management (CKM) in libraries is rarely addressed. The purpose of this study was to identify the indicators, operational instances as well as the design and validation of an all-inclusive CKM implementation instrument in academic libraries. The study was conducted in two quantitative and qualitative phases. The final instrument was a CKM strategy that consisted of various indicators preliminary designed by drawing on literature review, and operational instances identified by qualitative interviews with 12 academic library managers. A Delphi study with 20 experts was used to assess the experts’ degrees of agreement on the retrieved indicators and instances. The result was a reliable and valid checklist consisting of 67 instances under 6 major and 12 minor indicators. This instrument would allow managers to assess the state of CKM in their aca- demic libraries, improve their library performance by checking the strengths and weaknesses against the in- dicators, and also serve as a basis for training the academic library staff on how to successfully implement CKM. With objective instances, the instrument is expected to improve the quality of customer services, customer satisfaction, and customer loyalty.
keywords: مدیریت دانش | دانش مشتری | مدیریت دانش مشتری | کتابخانه های دانشگاهی | بازخورد مشتری | مطالعه دلفی | Knowledge management | Customer knowledge | Customer knowledge management | Academic libraries | Customer feedback | Delphi study
مقاله انگلیسی
3 Customer knowledge sharing in cross-border mergers and acquisitions: The role of customer motivation and promise management
اشتراک دانش مشتری در ادغام ها و اکتساب های فرامرزی: نقش انگیزه مشتری و مدیریت وعده-2021
Knowledge is a vital source of competitive advantage and renewal for contemporary organiza- tions. However, to date, few studies have scrutinized how mergers and acquisitions (M&As)— processes dependent on knowledge sharing—offer a valuable inter-organizational context through which to understand the attainment of customer knowledge sharing following M&As. Applying an integrated theoretical perspective from customer relationship management and M&A performance research, we study a Chinese–Finnish acquisition and customer firms of the acquired party across four advanced Western countries. We find that customer knowledge sharing is an active relationship management process that relies on the factors of customer dedication-based motivation vs. customer concerns about M&As to maintain relationships after acquisitions. In addition, and more importantly, we find that the promise management mechanisms—making promises, enabling promises, and keeping promises—of the M&A parties reinforce the motiva- tional factors to maintain customer knowledge sharing in cross-border M&As. We propose a conceptual framework of customer knowledge sharing in cross-border M&As.
keywords: مشتریان | به اشتراک گذاری دانش | ادغام | خرید | انگیزه مشتری | مدیریت وعده | فرامرزی | به اشتراک گذاری دانش مشتری | Customers | Knowledge sharing | Mergers | Acquisitions | Customer motivation | Promise management | Cross border | Customer knowledge sharing
مقاله انگلیسی
4 Effectual and causal reasoning in the adoption of marketing automation
استدلال اثربخش و علیتی در اتخاذ اتوماسیون بازاریابی-2020
Research on technology adoption in organizations traditionally assumes that these organizations follow rational, strategic and planned adoption processes. However, a gradually emerging view is that the adoption of technology is also characterized by entrepreneurial or effectual reasoning, primarily due to technological and market uncertainties that call for more agile and experimental approaches at the digital age. Drawing on effectuation theory, we develop a research framework to examine the managerial reasoning during the adoption of marketing automation technology. Based on the results of a comparative multiple-case study on four large-sized industrial firms, we develop a maturity model of marketing automation adoption and show that even large-sized B2B companies apply effectual reasoning, which problematizes the rationality assumption in the technology adoption literature. Second, we show that during the adoption process, organizations dominant reasoning mode follows an iterative pattern in which the adopting organization moves back and forth between effectuation and causation. Finally, we identify five key domains of marketing automation (customer knowledge, information systems infrastructure, analytics, interdepartmental dynamics and change management) and describe their gradual evolution at different stages of the adoption process.
Keywords: Agile implementation | Business-to-business (B2B) marketing | Case study | Effectuation | Marketing automation | Technology adoption
مقاله انگلیسی
5 Customer information resources advantage, marketing strategy and business performance: A market resources based view
مزیت منابع اطلاعاتی مشتری ، استراتژی بازاریابی و عملکرد تجاری: نمای مبتنی بر منابع بازار-2020
Chief among a firms market-based resources are its relational resources such as brand equity, customer equity and channel equity that result from its interactions with customers and marketing intermediaries, and intellectual resources – accumulated knowledge about entities in the market environment such as consumers, end use and intermediate customers and competitors. In the evolving digital data rich market environment, customer- based resources, a subset of a firms market-based resources, are becoming increasingly important as potential sources of competitive advantage. Customer information assets refer to information of economic value about customers owned by a firm. Information analysis capabilities are complex bundles of skills and knowledge embedded in a firms organizational processes employed to generate customer knowledge from customer information assets. Customer insights or knowledge is a firms extent of understanding of customers that informs its business decisions. Building on the resource-based, capabilities-based and knowledge-based views of the firm, resource advantage theory of competition, and the outside-in and inside-out approaches to strategy, this article presents a market resources-based view of strategy, competitive advantage and performance. The article presents a framework delineating the relationship between a firms customer information based resources, marketing strategy and performance, and discusses implications for theory, research and practice.
Keywords: Competitive advantage | Market based resources | Customer information based resources | Customer insights | Outside-in and inside-out approaches to | strategy
مقاله انگلیسی
6 The advent of customer experiential knowledge management approach (CEKM): The integration of offline & online experiential knowledge
ظهور رویکرد مدیریت دانش تجربی مشتری (CEKM):تجمیع افلاین و دانش تجربی انلاین-2018
This paper builds a conceptual reflection leading to the proposition of the customer experiential knowledge management (CEKM) approach. The challenge, here, is how to connect the customer knowledge management to the customer lived service experience. Hence, a conceptual analysis ascertains that the customer knowledge, as retrieved from his lived experience, plays a key role in the implementation of an experiential innovation. In this regard, the customer experiential knowledge is drawn from the lived service experience in situ, both online and offline. The customer experiential knowledge is redefined by integrating the experience lived and shared online. Then, a strategic model of CEKM, that integrates the customer experience processed through the knowledge management, is proposed. Research gaps are highlighted through a critical review of the literature in order to defend CEKM approach and give way to the proposition of practical implications in terms of competencies and research questions.
Keywords: The customer experience (CX) ، Customer experiential knowledge management ، (CEKM) ، Customer knowledge management (CKM) ، The tacit knowledge (TK) ، Online customer service experience (OCSE) ، Experiential innovation
مقاله انگلیسی
7 Toward software quality enhancement by Customer Knowledge Management in software companies
به سوی بهبود کیفیت نرم افزار توسط مدیریت دانش مشتری در شرکت های نرم افزاری-2018
Customer Knowledge Management (CKM) plays an important role in the production of high quality software products. As CKM in Enterprise Software (ES) development is still immature, this raises questions on how CKM enablers can be used to help ES development companies improve their software quality. In this study, Human, Organizational and Technological CKM enablers were identified from the literature. The weights of these factors were determined by experts from the ES development companies. Based on the most important factors, a theoretical model was developed. The proposed model was evaluated by distributing a survey questionnaire to decision makers in ES development companies. The results showed that “Customer Involvement” together with “Trust” were the most influential factors, followed by “CRM Technology Infrastructure” and “Cross-Functional Cooperation”. In addition, there was no impact from “Organizational Training”, “Customer Knowledge Map”, and “CKM Strategy Development”. The results also re vealed that the impact of CKM on software quality is significant. The proposed model in this study can be used as a guideline for the successful application of CKM in ES development companies to improve the software quality.
Keywords: Customer Relationship Management ، Customer Knowledge Management ، Software quality ، Enterprise Software ، Knowledge Management
مقاله انگلیسی
8 An integrated framework for sustainable supplier selection and evaluation in supply chains
یک چارچوب یکپارچه برای انتخاب و ارزیابی تامین کنندگان پایدار در زنجیره های عرضه-2017
Due to increased customer knowledge and ecological pressures from markets and various stakeholders, business organizations have emphasized the importance of greening and sustainability in their supply chain through supplier selection. Therefore, a systematic and sustainability-focused evaluation system for supplier selection is needed from an organizational supply chain perspective. This work proposes a framework to evaluate sustainable supplier selection by using an integrated Analytical Hierarchy Process (AHP), ViseKriterijumska Optimizacija I Kompromisno Resenje (VIKOR), a multi-criteria optimization and compromise solution approach. Initially, 22 sustainable supplier selection criteria and three dimensions of criteria (economic, environmental, and social) have been identified through literature and experts opinions. A real world example of an automobile company in India is discussed to demonstrate the proposed framework applicability. According to the findings, ‘Environmental costs,’ ‘Quality of product,’ ‘Price of product,’ ‘Occupational health and safety systems,’ and ‘Environmental competencies’ have been ranked as the top five sustainable supplier selection criteria. In addition, out of the five sustainable suppliers alternatives, supplier number ‘three’ got the highest rank. The work presented in this paper may help managers and business professionals not only to distinguish the important supplier selection criteria but also to evaluate the most efficient supplier for sustainability in supply chain, while remaining competitive in the market. Sensitivity analysis is also conducted to test the proposed framework robustness.
Keywords: Sustainable supplier selection | Supply chains | Sustainability| AHP | VIKOR |Indian automobile industry
مقاله انگلیسی
9 Collaborating to innovate: Effects on customer knowledge management and performance
همکاری به نوآوری: بررسی اثر بر مدیریت دانش و کارایی مشتری-2015
Scholars regard customer knowledge management (CKM) as a strategic resource for businesses to improve inno vation, facilitate the detection of new market opportunities, and support long-term customer relationship man agement. However, literature suffers from a lack of understanding of customer collaboration's role in the innovation process and innovation orientation in CKM. Accordingly, this paper tests a model examining how both variables act as antecedents of CKM. The model also explores CKM and customer collaboration's effect on marketing results. Findings have important academic and managerial implications, and show that collaboration with customers and openness to innovation are key inputs because of their effects on CKM and marketing results Keywords: Customer knowledge management Innovation orientation Customer collaboration Marketing results Innovation process
مقاله انگلیسی
10 تاثیر همکاری در نوآوری بر مدیریت دانش مشتری و عملکرد آن
سال انتشار: 2015 - تعداد صفحات فایل pdf انگلیسی: 3 - تعداد صفحات فایل doc فارسی: 9
پژوهشگران، بهره مندی از مدیریت دانش مشتری (CKM) را در رابطه با بهبود نواوری و ابداع، تسهیل شناسایی فرصت های بازاری جدید، و پشتیبانی از مدیریت روابط طولانی مدت با مشتری، بعنوان منبعی استراتژیک برای کسب و کارهای تجاری مورد توجه و ملاحظه قرار می دهند. از اینرو، مطبوعات همیشه متحمل نبود فهم کافی از نقش همدستی و همکاری مشتری در پروسه نواوری و گرایش نواوری و ابداع در CKM، هستند. بنابراین، مقاله حاضر مدلی را ازمون می کند که بررسی می کند چگونه هر دو متغیر بعنوان عناصر اولیه یا پیشین CKM عمل می کنند. همچنین این مدل اثر همکاری مشتری و CKM را بر نتایج بازاریابی بیان می کند. یافته های حاصل از این بررسی، دارای دلایل مهم اکادمیک و مدیرانه است، و نشان می دهد که همکاری با مشتریان و گرایش بسمت نواوری، عناصر لازم اولیه بدلیل اثربخشی بر روی نتایج CKM و بازاریابی هستند. کلمات کلیدی: مدیریت دانش مشتری | گرایش نواوری | همکاری مشتری | نتایج بازاریابی | پروسه نواوری
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