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Gotowe bibliografie tematyczne / Customer knowledge capability / Artykuły w czasopismach

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Artykuły w czasopismach na temat „Customer knowledge capability”

Autor: Grafiati

Data publikacji: 4 czerwca 2021

Data aktualizacji: 14 lutego 2022

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1

Reza Zahedi, Mohammad, and Shayan Naghdi Khanachah. "The impact of customer assisted knowledge production capacity on customer capital in a knowledge-based center." Annals of Management and Organization Research 1, no. 2 (December 3, 2020): 107–21. http://dx.doi.org/10.35912/amor.v1i2.314.

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Purpose: The purpose of this research is to investigate the impact of customer-assisted knowledge production capacity on customer capital. Research methodology: The statistical population of the study consisted of 70 managers, researchers and experts of a scientific center and the statistical sample was counted and estimated 70 persons. The research instrument of the researcher-made questionnaire consists of six dimensions: ability to identify customer needs, create and manage a customer information system, customer loyalty, market share, customer service capability and target customer identif

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Storey, Chris, and Christine Larbig. "Absorbing Customer Knowledge." Journal of Service Research 21, no. 1 (June 22, 2017): 101–18. http://dx.doi.org/10.1177/1094670517712613.

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Customers are a knowledge resource outside of the firm that can be utilized for new service success by involving them in the design process. However, existing research on the impact of customer involvement (CI) is inconclusive. Knowledge about customers’ needs and on how best to serve these needs (articulated in the service concept) is best obtained from customers themselves. However, codesign runs the risk of losing control of the service concept. This research argues that of the processes of external knowledge, acquisition (via CI), customer knowledge assimilation, and concept transformation

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Eslami, Mohammad H., and Nicolette Lakemond. "Knowledge integration with customers in collaborative product development projects." Journal of Business & Industrial Marketing 31, no. 7 (August 1, 2016): 889–900. http://dx.doi.org/10.1108/jbim-05-2014-0099.

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Purpose This paper aims to address the need for managerial and organizational approaches to knowledge integration with customers in collaborative product development projects. The purpose is to identify the roles of customers in terms of the customer’s knowledge contribution and timing of customer collaboration in the product development process. Design/methodology/approach This study is based on a multi-case study approach, comprising four product development projects from two large international suppliers. The cases were selected following the theoretical replication logic. Data consist of i

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Nuruzzaman, N., and Deeksha Singh. "Exchange characteristics, capability upgrading and innovation performance: evidence from Latin America." Journal of Knowledge Management 23, no. 9 (November 11, 2019): 1747–63. http://dx.doi.org/10.1108/jkm-07-2018-0447.

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Purpose This paper aims to attempt to examine the effect of firm-customer exchange characteristics, frequency and specificity, on the likelihood of the firm to generate customer-driven innovation. The authors draw from social capital theory and argue that repetitive and customer-specific exchange improves the trusts between firm and customers, which in turn ease the flows of tacit knowledge from customers to the firm. From the perspective of customer knowledge management, the authors contribute by examining the mechanism by which a firm can acquire knowledge from and about customers. The autho

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Taghizadeh, Seyedeh Khadijeh, Syed Abidur Rahman, and Md Mosharref Hossain. "Knowledge from customer, for customer or about customer: which triggers innovation capability the most?" Journal of Knowledge Management 22, no. 1 (January 8, 2018): 162–82. http://dx.doi.org/10.1108/jkm-12-2016-0548.

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Purpose This paper examines the influence of three dimensions of customer knowledge management – knowledge from customer, knowledge for customer and knowledge about customer – on innovation capabilities (speed and quality) and new service market performance. Design/methodology/approach The model links three dimensions of customer knowledge management to two dimensions of innovation capabilities. Further, the model links two dimensions of innovation capabilities to new service market performance. Analysis was conducted through structural equation modelling using SmartPLS software, using data fr

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Weng, Rhay-Hung, and Ching-Yuan Huang. "The impact of customer knowledge capability and relational capability on new service development performance: The case of health service." Journal of Management & Organization 18, no. 5 (September 2012): 608–24. http://dx.doi.org/10.1017/s1833367200000560.

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AbstractThis study intends to explore the impact of the customer knowledge integration capability, customer knowledge absorptive capability, customer knowledge creation capability, and customer relationship capability on new service development (NSD) performance for Taiwan's hospitals from customer knowledge and customer relationship perspectives. We employ the self-administered mail survey to collect research data and select self-pay medical service managers or top managers as key informants. After testing the fitness of sample representativeness, non-response error, common method variance, r

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Weng, Rhay-Hung, and Ching-Yuan Huang. "The impact of customer knowledge capability and relational capability on new service development performance: The case of health service." Journal of Management & Organization 18, no. 5 (September 2012): 608–24. http://dx.doi.org/10.5172/jmo.2012.18.5.608.

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AbstractThis study intends to explore the impact of the customer knowledge integration capability, customer knowledge absorptive capability, customer knowledge creation capability, and customer relationship capability on new service development (NSD) performance for Taiwan's hospitals from customer knowledge and customer relationship perspectives. We employ the self-administered mail survey to collect research data and select self-pay medical service managers or top managers as key informants. After testing the fitness of sample representativeness, non-response error, common method variance, r

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Aqmala, Diana, and Elia Ardyan. "How does a salesperson improve their performance? The importance role of customer smart response capability." Gadjah Mada International Journal of Business 21, no. 2 (August 26, 2019): 223. http://dx.doi.org/10.22146/gamaijb.35263.

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Salesperson is a part of a company who will always meet their customers. Salesperson should have the capability to respond to customers. This research aims at proving the importance of customer smart response capability in insurance industry in Indonesia. The respondents in this research are 317 salespersons in insurance industry. This research uses structural equation modeling to process its data. The results of this research show the importance of customer smart response capability in insurance industry. This customer smart response capability can improve salesperson performance. Additionall

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Tseng, Shu-Mei. "Knowledge management capability, customer relationship management, and service quality." Journal of Enterprise Information Management 29, no. 2 (March 7, 2016): 202–21. http://dx.doi.org/10.1108/jeim-04-2014-0042.

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Purpose – Firms survive by exploiting knowledge resources to maintain customer relationships more efficiently and effectively, as well as enhance their service quality. However, whether an enterprise can effectively utilize knowledge resources determines the effectiveness of knowledge management capability (KMC). Hence, the purpose of this paper is to investigate the relationship among KMC, customer relationship management (CRM), and service quality. Design/methodology/approach – In order to explore on KMC, CRM, and service quality, the questionnaire and partial least square (PLS) techniques w

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Tseng, Shu-Mei. "The effect of knowledge management capability and customer knowledge gaps on corporate performance." Journal of Enterprise Information Management 29, no. 1 (February 8, 2016): 51–71. http://dx.doi.org/10.1108/jeim-03-2015-0021.

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Purpose – The purpose of this paper is to explore the influence of knowledge management capability (KMC) and customer knowledge gaps (CKG) on corporate performance, as well as proposing concrete suggestions for filling CKG and enhancing corporate performance. Design/methodology/approach – In order to explore on KMC, CKG, and corporate performance, the questionnaire and partial least square (PLS) techniques were used. Findings – The results showed that KMC is the major factor for enhancing corporate performance, and suggested CKG to be a significant intervening factor between KMC and corporate

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Bagus Nyoman Udayana, Ida, and Naili Farida. "THE FACTORS WHICH INFLUENCE THE RELATIONSHIP BETWEEN A NETWORK’S SYNERGIZING CAPABILITY AND THE INCREASE IN A SALESPERSON’S PERFORMANCE." Journal of Indonesian Economy and Business 34, no. 2 (December 16, 2019): 131. http://dx.doi.org/10.22146/jieb.29221.

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Introduction: This research aims to explore the concept of customer networks in the context of sales. A research model is proposed to explain how a salesperson’s performance is increased by synergizing the network. Background Problems: There are inconsistent research findings on the relationship between adaptive selling and salespeople’s performance. The proposed research question is whether adaptive selling has an effect on a salesperson’s performance through his/her customer networking capability or not? Novelty: the novelty of this research is the analysis of the capabilities of customer ne

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12

Taherparvar, Nastaran, Reza Esmaeilpour, and Mohammad Dostar. "Customer knowledge management, innovation capability and business performance: a case study of the banking industry." Journal of Knowledge Management 18, no. 3 (May 6, 2014): 591–610. http://dx.doi.org/10.1108/jkm-11-2013-0446.

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Purpose – This paper aims to examine the effect of customer knowledge management (CKM) on continuous innovation and firm performance in 35 private banks in Guilan (Iran). CKM emerges as an important and effective system for innovation capability and firm performance. However, the role of CKM in innovation and performance is not well understood. Design/methodology/approach – Data have been collected via questionnaires from managers of private banks in Guilan. Feedback was received from 265 managers in 350 distributed questionnaires, and hypotheses were tested using the structural equation model

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Belkahla, Wafa, and Abdelfattah Triki. "Customer knowledge enabled innovation capability: proposing a measurement scale." Journal of Knowledge Management 15, no. 4 (July 19, 2011): 648–74. http://dx.doi.org/10.1108/13673271111152009.

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Menguc, Bulent, Seigyoung Auh, and Aypar Uslu. "Customer knowledge creation capability and performance in sales teams." Journal of the Academy of Marketing Science 41, no. 1 (March 10, 2012): 19–39. http://dx.doi.org/10.1007/s11747-012-0303-8.

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Nguyen, Hung, and Norma Harrison. "Leveraging customer knowledge to enhance process innovation." Business Process Management Journal 25, no. 2 (April 1, 2019): 307–22. http://dx.doi.org/10.1108/bpmj-03-2017-0076.

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PurposeNowadays, companies compete and win based on the capabilities they can leverage across their supply chains. With unpredictable and turbulent business environment, supply chains are seeking to customer knowledge as sources of competitive advantage. The purpose of this paper is to empirically test a conceptual framework to investigate the roles of customer leverage (CL) on process innovation and the relationships to performance.Design/methodology/approachDrawing upon the knowledge-based view, this study argues that CL is the sources of firms’ process innovation. This study also posits tha

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Kargaran, Sanaz, Mona Jami Pour, and Hossein Moeini. "Successful customer knowledge management implementation through social media capabilities." VINE Journal of Information and Knowledge Management Systems 47, no. 3 (August 14, 2017): 353–71. http://dx.doi.org/10.1108/vjikms-11-2016-0066.

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Purpose Nowadays, the recent advances in information and communications technology and the advent of Web 2.0 technology have resulted in the increasing popularity of social media and provided enterprises and companies with new horizons in establishing an effective significant relationship with clients. Despite the recognized importance of social media in knowledge management (KM) and customer relationships, there is not any research to identify social media capabilities related to customer knowledge management (CKM). Therefore, the purpose of this study is to recognize the social media capabil

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Jayachandran, Satish, Kelly Hewett, and Peter Kaufman. "Customer Response Capability in a Sense-and-Respond Era: The Role of Customer Knowledge Process." Journal of the Academy of Marketing Science 32, no. 3 (July 1, 2004): 219–33. http://dx.doi.org/10.1177/0092070304263334.

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Martelo-Landroguez, Silvia, and David Martin-Ruiz. "Managing knowledge to create customer service value." Journal of Service Theory and Practice 26, no. 4 (July 11, 2016): 471–96. http://dx.doi.org/10.1108/jstp-06-2014-0137.

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Purpose – The purpose of this paper is to contribute to the services management literature by identifying a sequence of the different processes of knowledge management (KM) to create customer service value. Design/methodology/approach – The context for the research hypotheses is the Spanish banking industry. The authors conducted a study including 76 banks and 1,832 customers of these banks. This paper uses the partial least squares method to conduct the data analysis. Findings – The authors find support for all the hypotheses proposed in the model. The results show that service firms that are

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Karim, Rashed Al, and Wardha Habiba. "How CRM Components Impact Customer Loyalty: A Case from Bangladesh Banking Industry." Journal of Management Info 7, no. 2 (July 6, 2020): 43–61. http://dx.doi.org/10.31580/jmi.v7i2.1165.

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The purpose of this study is to determine the impact of customer relationship management (CRM) components on customer loyalty of a firm. The three components of CRM in this study are customer knowledge, customer orientation, and technology capability. A structured questionnaire with a 5-point Likert scale was used to gather the data by conducting a survey. The sample size is 200 and chosen on a convenient basis. Indicators were generated based on the literature review. Data were analyzed by using PLS 3.0 software. The key finding is that customer loyalty is negatively impacted by the CRM compo

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Li, Min, Zhiqiang Wang, and Xiande Zhao. "The role of indigenous technological capability and interpersonal trust in supply chain learning." Industrial Management & Data Systems 118, no. 5 (June 11, 2018): 1052–70. http://dx.doi.org/10.1108/imds-08-2017-0350.

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Purpose The purpose of this paper is to investigate the effects of indigenous technological capability and interpersonal trust on product innovation through supply-chain learning under a dynamic environment. Design/methodology/approach The proposed model is tested with a sample of 300 manufacturers in China. Findings The results show that the learning from customers partially mediates the relationship between indigenous technological capability and product innovation, as well as between interpersonal trust with customers and product innovation. In addition, the influence of indigenous technolo

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Jayaram, Jayanth, and Kefeng Xu. "Determinants of quality and efficiency performance in service operations." International Journal of Operations & Production Management 36, no. 3 (March 7, 2016): 265–85. http://dx.doi.org/10.1108/ijopm-03-2014-0122.

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Purpose – Using arguments from the knowledge-based view and resource-based view of the firm, the purpose of this paper is to propose that external knowledge (as measured by a firm’s customer orientation) and internal knowledge management (through human capital development techniques of job-related training and enhancing employee capability) together contribute to successful service delivery systems. Design/methodology/approach – The hypothesized model is tested on a large sample of 249 Chinese service firms using structural equation modeling and hierarchical regression analyses. Findings – The

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Praharjo, Ardik, and Kardina Yudha Parwati. "The Role of Customer Knowledge Management on The SMEs Business Performance." Jurnal Manajemen Teori dan Terapan| Journal of Theory and Applied Management 14, no. 1 (April 26, 2021): 34. http://dx.doi.org/10.20473/jmtt.v14i1.24275.

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This study examines Customer Knowledge Management (CKM) on innovation capability and business performance in Micro, Small, and Medium Enterprises (UMKM) in Malang. CKM emerged as an important dan effective system to improve innovation capabilities and company performance. However, the role of CKM in innovation and company performance is not recognized well by the company. The research method used is a quantitative explanatory approach. Data collection was collected through a questionnaire distributed to owners or managers of small dan medium industries, especially in the culinary sector, the v

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THEILMANN, CLAUDIA, and MARTIN HUKAUF. "CUSTOMER INTEGRATION IN MASS CUSTOMISATION: A KEY TO CORPORATE SUCCESS." International Journal of Innovation Management 18, no. 03 (May 19, 2014): 1440002. http://dx.doi.org/10.1142/s1363919614400027.

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The integration of customers in the process of mutual value addition (co-design process) is one of the most important aspects of mass customisation (MC). Their role as co-designers, enables customers to directly influence the development and configuration of their products. However, the necessary interaction with the provider during product development requires sufficient knowledge and expertise from customers. Customer integration capability (CIC) describes the skills a mass customiser's customers need to collaborate in interactive value adding processes in order to co-design them smoothly, e

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Belkahla Hakimi, Wafa, Abdelfattah Triki, and Samiha Mjahed Hammami. "Developing a customer knowledge-based measure for innovation management." European Journal of Innovation Management 17, no. 3 (August 5, 2014): 349–74. http://dx.doi.org/10.1108/ejim-02-2013-0019.

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Purpose – The purpose of this paper is to introduce the concept of customer knowledge-enabled innovation (CKEI) and suggests a scale for its eventual measurement. The process of the scale development is presented in detail following the Churchill (1979) paradigm. CKEI is defined as the capacity of the organization to introduce new products and services on the basis of effective management of customer knowledge. It reflects the degree to which the company is endowed with the expertise of managing properly customer knowledge in order to enhance innovation. Design/methodology/approach – The CKEI

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Raja, Hifsa Hussain, Fozia Mehboob, Dr Raza Naqvia, Aqsa Hussain Raja, and Samavia Hussain Raja. "Impact of Customer Awareness and Buying Behavior on Sustainability Capability of Nestle SSCM." Journal of Intelligent Systems and Computing 2, no. 1 (March 31, 2021): 6–11. http://dx.doi.org/10.51682/jiscom.00201002.2021.

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Firm sustainability has been becoming increasingly significant for firms and has been considered as the main constituent of the social contract between society and business. We specifically chose Nestlé food and beverages and define sustainable development as a means to increase global access to nutritious food so that future generations will be able to contribute to sustainable social and economic stability and climate security. Our core business approach is to create long-term sustainable equity across Nestlé's 135-year existence for our customers, buyers, workers, shareholders, and the worl

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Cao, Guangming, and Na Tian. "Enhancing customer-linking marketing capabilities using marketing analytics." Journal of Business & Industrial Marketing 35, no. 7 (March 25, 2020): 1289–99. http://dx.doi.org/10.1108/jbim-09-2019-0407.

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Purpose Evidence in the literature has indicated that customer-linking marketing capabilities such as customer relationship management (CRM) and brand management are important drivers of marketing performance and that marketing analytics use (MAU) enables firms to gain valuable knowledge and insights for improving firm performance. However, there has been little focus on how firms improve their CRM and brand management via MAU. This study aims to draw on the absorptive capacity theory, research on marketing capabilities and marketing analytics to examine the capability-developing mechanisms th

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Yang, Jie, Hongming Xie, Guangsheng Yu, and Mingyu Liu. "Turning responsible purchasing and supply into supply chain responsiveness." Industrial Management & Data Systems 119, no. 9 (October 21, 2019): 1988–2005. http://dx.doi.org/10.1108/imds-01-2019-0029.

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Purpose The purpose of this paper is to investigate whether responsible purchasing (relational commitment and supplier evaluation) and responsible supply (supplier firm information sharing and supplier performance) affect the two factors of supply chain responsiveness including process efficiency and customer knowledge management capability, which, in turn, affect other three factors of supply chain responsiveness, such as dyadic quality performance, innovation capability and buyer‒supplier relationship improvement. Design/methodology/approach This study used questionnaire survey and statistic

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Lee, Ming Way, and Chin Yu Tsai. "Constructing influential customer relationships in website innovation: social embeddedness and knowledge management capability considerations." International Journal of Innovation and Learning 4, no. 1 (2007): 92. http://dx.doi.org/10.1504/ijil.2007.011477.

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Lee, Kuo-Wei, Maria Corazon L. Lanting, and Maneesap Rojdamrongratana. "Managing customer life cycle through knowledge management capability: a contextual role of information technology." Total Quality Management & Business Excellence 28, no. 13-14 (February 29, 2016): 1559–83. http://dx.doi.org/10.1080/14783363.2016.1150779.

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Wang, Zhimin, Kwek Choon Ling, and HongGui Li. "The Impact of Knowledge Sharing on the Relationship Between Market Orientation and Service Innovation." International Journal of Knowledge Management 17, no. 2 (April 2021): 130–54. http://dx.doi.org/10.4018/ijkm.2021040106.

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Few studies have been conducted on how each element of market orientation contributes to service innovation through different types of knowledge sharing. Drawing on the dynamic capability perceptive and synergy approach, this study examines the effects of knowledge donation and knowledge collection on service innovation and the effects of customer orientation, competitor orientation, and inter-functional cooperation on service innovation through knowledge donation and knowledge collection. This study collected a total of 258 valid questionnaires randomly from different Malaysian motorcycles co

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Meiranto, Wahyu, Elen Puspitasari, and Irna Maya Sari. "Pengelolaan Knwoledge Management Capability Dalam Memediasi Dukungan Information Technology Relatedness Terhadap Kinerja Perusahaan: Pendekatan Reflective Second Order Factor." AKRUAL: Jurnal Akuntansi 3, no. 2 (April 4, 2012): 115. http://dx.doi.org/10.26740/jaj.v3n2.p115-129.

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Abstracthe aim of this research is to observe the influence of information technology complementarities and support of information technology knowledge to corporate performance. Complementarities of information technology are Infrastructure IT, making process IT, Human resources IT and Vendor management IT; and management knowledge are Product, Customer and managerial. The sample’s number of this research are 42 head managers of Main Bank office in Semarang. The research uses questioner method. Data analyzing of this research is full mode Structural Equation Modeling (SEM), evaluated by smartP

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Agostini, Lara, Anna Nosella, and Benedetta Soranzo. "Measuring the impact of relational capital on customer performance in the SME B2B sector." Business Process Management Journal 23, no. 6 (November 6, 2017): 1144–66. http://dx.doi.org/10.1108/bpmj-10-2016-0205.

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Purpose The purpose of this paper is to investigate the influence that different components of relational capital (marketing capability, open innovation with business and scientific partners, technological reputation, brand) have on customer performance (CP). Moreover, the moderating effect of absorptive capacity on such relationships is tested. Design/methodology/approach First, the direct relationship between the different components of relational capital and CP is analyzed through a linear regression model. Then, to test the moderating effect, two distinct regression analyses are conducted

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Prasetijo, Ristiyanti Harsono, Sony Heru Priyanto, John Joi Ihalauw, and Rooskities Andadari. "DOES AN SME HOTEL ADOPT CUSTOMER ORIENTATION? (A Case Study in an SME Hotel in Solo, Central Java, Indonesia)." Fokus Ekonomi : Jurnal Ilmiah Ekonomi 14, no. 1 (June 30, 2019): 79–91. http://dx.doi.org/10.34152/fe.14.1.79-91.

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The adoption of customer orientation by an SME hotel trying to fight for excellence in a robust competition has drawn the writer’s interest. The research question to answer is: How the SME hotel adopts the customer orientation to respond to the competition and the changing environment. The research approach is qualitative. The informants are members of the hotel management staff having hands on managerial and supervisory responsibilities. Besides interviews, the writer conducted observation and triangulation. The result of this research shows that the hotel adopts customer orientation informal

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Sithole, Nkosinathi, Gillian Sullivan Mort, and Clare D'Souza. "Financial well-being of customer-to-customer co-creation experience: a comparative qualitative focus group study of savings/credit groups." International Journal of Bank Marketing 39, no. 3 (April 29, 2021): 381–401. http://dx.doi.org/10.1108/ijbm-07-2020-0413.

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PurposeThis paper aims to explore the effects of the customer-to-customer co-creation experiences of savings/credit groups in the African context and how savings/credit groups influence financial capability and enhance financial well-being.Design/methodology/approachUsing purposive sampling, a study of a total of 18 focus groups was conducted in sub-Saharan Africa. Nine urban-based savings/credit groups were drawn from across South Africa and additional nine, rural-based savings/credit groups were studied in the Monduli district of Tanzania.FindingsFindings demonstrate that the African philoso

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Akbar, Zeeshan, Jun Liu, and Zahida Latif. "Discovering Knowledge by Comparing Silhouettes Using K-Means Clustering for Customer Segmentation." International Journal of Knowledge Management 16, no. 3 (July 2020): 70–88. http://dx.doi.org/10.4018/ijkm.2020070105.

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A large amount of data is generated every day from different sources. Knowledge extraction is the discovery of some useful and potential information from data that can help to make better decisions. Today's business process requires a technique that is intelligent and has the capability to discover useful patterns in data called data mining. This research is about using silhouettes created from K-means clustering to extract knowledge. This paper implements K-means clustering technique in order to group customers into K clusters according to deals purchased in two different scenarios using evol

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Falasca, Mauro, Jiemei Zhang, Margy Conchar, and Like Li. "The impact of customer knowledge and marketing dynamic capability on innovation performance: an empirical analysis." Journal of Business & Industrial Marketing 32, no. 7 (August 7, 2017): 901–12. http://dx.doi.org/10.1108/jbim-12-2016-0289.

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Purpose This paper aims to explore the intermediary role of marketing dynamic capability (MDC) in the relationship between customer knowledge management (CKM) and product innovation performance (PIP). Design/methodology A conceptual model is proposed and a survey instrument is developed. The model is tested empirically in an organizational buyer/seller setting using a survey among middle and top management of firms engaged in business-to-business relationships within high-tech industries in China. Findings Results show that MDC fully mediates the relationship between CKM and PIP. Empirical fin

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Sudarmaji, Eka, and Ismiriati Nasip. "Service innovation capability, that spurs internationalization in Indonesian SMEs." International Journal of Engineering & Technology 7, no. 2.29 (May 22, 2018): 251. http://dx.doi.org/10.14419/ijet.v7i2.29.13326.

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Many companies search and develop new innovations as pivotal activities for better approaches to fulfill the existing customer’s requirements but failed to serve the future, service innovations that produce new markets. The absorptive capacity variables utilize the new external information and new knowledge in relation to the company innovativeness into the new product, new services, new processes, and new systems for internationalization achievement. This study investigates several factors that affect the service innovation capability based on samples of 38 Indonesian SMEs. We presume that ou

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Ravasan, Ahad Zare, and Taha Mansouri. "A Fuzzy ANP Based Weighted RFM Model for Customer Segmentation in Auto Insurance Sector." International Journal of Information Systems in the Service Sector 7, no. 2 (April 2015): 71–86. http://dx.doi.org/10.4018/ijisss.2015040105.

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Data mining has a tremendous contribution for researchers to extract the hidden knowledge and information which have been inherited in the raw data. This study has proposed a brand new and practical fuzzy analytic network process (FANP) based weighted RFM (Recency, Frequency, Monetary value) model for application in K-means algorithm for auto insurance customers' segmentation. The developed methodology has been implemented for a private auto insurance company in Iran which classified customers into four “best”, “new”, “risky”, and “uncertain” patterns. Then, association rules among auto insura

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Siahtiri, Vida. "Does cooperating with customers support the financial performance of business-to-business professional service firms?" Journal of Service Theory and Practice 27, no. 3 (May 8, 2017): 547–68. http://dx.doi.org/10.1108/jstp-03-2016-0053.

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Purpose The purpose of this paper is to analyze the relationship between Business-to-business professional service firms (B2B PSFs) customer cooperation capability (CCC) and its financial performance. This study explores how deep and broad expert and customer knowledge assist PSFs to enhance CCC and increase financial performance. Design/methodology/approach A multiple informant survey was designed and administered to B2B PSFs’ managers in Taiwan. Findings The results indicate that customer and expert knowledge improve PSFs’ CCC and that CCC has a positive U-shaped relationship with financial

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Lee, Carmen Kar Hang, Y. K. Tse, G. T. S. Ho, and K. L. Choy. "Fuzzy association rule mining for fashion product development." Industrial Management & Data Systems 115, no. 2 (March 9, 2015): 383–99. http://dx.doi.org/10.1108/imds-09-2014-0277.

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Purpose – The emergence of the fast fashion trend has exerted a great pressure on fashion designers who are urged to consider customers’ preferences in their designs and develop new products in an efficient manner. The purpose of this paper is to develop a fuzzy association rule mining (FARM) approach for improving the efficiency and effectiveness of new product development (NPD) in fast fashion. Design/methodology/approach – The FARM identifies the hidden relationships between product styles and customer preferences. The knowledge discovered help the fashion industry design new products which

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Tikas, Gaurav Dilip, and Akhilesh K.B. "Towards enhancing innovation capability of teams: a conceptual perspective." Team Performance Management: An International Journal 23, no. 7/8 (October 10, 2017): 352–63. http://dx.doi.org/10.1108/tpm-04-2016-0011.

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Purpose This conceptual paper aims to explain the unidirectional cross-level impact of five “organizational-level” factors on “team-level” innovation capability through two “team-level” mediating factors. This multivariate model consists of five organizational-level factors (higher-level) factors – leadership, culture, structure, networks and knowledge – and team-level (lower-level) factors – “innovation capability”, “team-level focus” and “team-level intensity” towards innovation. Understanding the top-down influence of higher-level factors on lower-level ones gives this study a cross-level a

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Cheng, Colin CJ, and Eric C. Shiu. "How to enhance SMEs customer involvement using social media: The role of Social CRM." International Small Business Journal: Researching Entrepreneurship 37, no. 1 (May 31, 2018): 22–42. http://dx.doi.org/10.1177/0266242618774831.

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Despite increasing attention to the influence of customer involvement and social media in developing innovation in small- and medium-sized enterprises (SMEs), few studies have specifically investigated how to improve the effectiveness of social media–based customer involvement. Drawing on the knowledge-based view, social network and capability theories, we address this question by arguing that Social Customer Relation Management (CRM) enhances the effect of social media–based customer involvement upon innovation. Two key capabilities further enhance the moderating effect of Social CRM: social

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García-Garre, Ana, Antonio Gabaldón, Carlos Álvarez-Bel, María Ruiz-Abellón, and Antonio Guillamón. "Integration of Demand Response and Photovoltaic Resources in Residential Segments." Sustainability 10, no. 9 (August 26, 2018): 3030. http://dx.doi.org/10.3390/su10093030.

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The development of renewable sources in residential segments is basic to achieve a sustainable energy scenario in the horizon 2030–2050 because these segments explain around 25% of the final energy consumption. Demand Response and its effective coordination with renewable are additional concerns for residential segments. This paper deals with two problems: the demonstration of cost-effectiveness of renewables in three different scenarios, and the application of the flexibility of demand, performing as energy storage systems, to efficiently manage the generation of renewable sources while impro

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Chen, Jing. "Big data augments emotional labour and organisational outcomes." Marketing Review 20, no. 1 (August 31, 2020): 63–72. http://dx.doi.org/10.1362/146934720x15929907504094.

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Marketing managers and practitioners believe that effective emotional labour strategy and big data techniques are essential elements for firms to optimise customer service encounters. However, no common understanding of emotional labour in a big data context exists, and knowledge about how big data techniques affect emotional labour's service delivery is limited. In this study, I use emotional regulation and role/script theories to propose ways in which surface acting decreases and deep acting increases customers' perceived customer orientation (PCO), resulting in enhanced word of mouth (WOM).

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Cho, Sung-Eui, Won Jun Lee, and Jonguk Kim. "An Exploratory Study on Knowledge Management Characteristics and Challenges in Mass Customisation." Journal of Information & Knowledge Management 04, no. 03 (September 2005): 157–65. http://dx.doi.org/10.1142/s0219649205001134.

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The characteristics of knowledge management (KM) in mass customisation were newly extracted and the effect of those characteristics on KM performance was examined through case studies in this research. The firms implementing mass customisation are good cases adopting recent changes in business environment including increased variability of customer needs, technologies, and increase of the need for KM. From the results of this research, several differentiated characteristics compared to the cases not implementing mass customisation were extracted. These include: (1) extended scope of KM (custom

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Lyu, Gaoyan, Lihua Chen, and Baofeng Huo. "Logistics resources, capabilities and operational performance." Industrial Management & Data Systems 119, no. 2 (March 11, 2019): 230–50. http://dx.doi.org/10.1108/imds-01-2018-0024.

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Purpose The purpose of this paper is to investigate how different logistics resources and resource patterns, such as logistics infrastructure, logistics location, logistics knowledge and logistics information, affect logistics capabilities and operational performance. Design/methodology/approach Based on data collected from 273 companies in China, this study examines impacts of individual logistics resource dimensions on resource integration capability, customer service capability and operational performance through contingency approach. Furthermore, three logistics resource patterns are ident

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Wang, Jian-Jun, Negin Sasanipoor, and Meng-Meng Wang. "The influence of PRINCE2 standard on customer satisfaction in information technology outsourcing: an investigation of a mediated moderation model." Journal of Enterprise Information Management 33, no. 6 (June 2, 2020): 1419–42. http://dx.doi.org/10.1108/jeim-08-2019-0223.

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PurposeThe purpose of this paper is to explore the influence of PRINCE2 (PRoject IN Controlled Environments 2) standard on customer satisfaction jointly with vendor relationship management capability in the information technology outsourcing (ITO) context. This paper further tries to explore the above underlying mechanism by studying the mediating effect of deliverable quality.Design/methodology/approachThis paper develops a mediated moderation model to explain the underlying influence processes of PRINCE2 standard, vendor relationship management capability and deliverable quality on ITO custo

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J. Daspit, Joshua, and Staci M. Zavattaro. "Integrating innovation and absorptive capacity into the place branding process." Journal of Place Management and Development 7, no. 3 (October 7, 2014): 206–24. http://dx.doi.org/10.1108/jpmd-02-2013-0003.

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Purpose – The purpose of this article is to integrate organizational capabilities into the place branding process to showcase how a lead destination marketing organization (DMO) can influence a customer-based brand equity outcome. Doing so highlights the strategic, relational nature of place branding. The authors focus specifically on first- and zero-order capabilities, integrating absorptive capacity (first-order) and an innovation capability (zero-order) into a place branding framework. We define an innovation capability within a place branding context and offer absorptive capacity as a mech

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Moon, Hanna, Wendy Ruona, and Tom Valentine. "Organizational strategic learning capability: exploring the dimensions." European Journal of Training and Development 41, no. 3 (April 3, 2017): 222–40. http://dx.doi.org/10.1108/ejtd-08-2016-0061.

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Purpose How to build and enhance the strategic learning capability (SLC) of an organization becomes crucial to both research and practice. This study was designed with the purpose to conceptualize SLC by translating and interpreting the related literature to develop empirical dimensions that could be tested and used in a survey instrument. Design/methodology/approach An instrument was developed to identify empirical dimensions of SLC. The reliability and validity of the instrument were tested. Findings The resulting survey instrument included 59 items, and 49 remained after empirical test. Bas

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Sari, Irna Maya, and Wahyu Meranto. "PENGELOLAAN KNOWLEDGE MANAGEMENT CAPABILITY DALAM MEMEDIASI DUKUNGAN INFORMATION TECHNOLOGY RELATEDNESS TERHADAP KINERJA PERUSAHAAN: PENDEKATAN REFLECTIVE SECOND ORDER FACTOR (Penelitian terhadap Perbankan di Kota Semarang)." Banque Syar'i : Jurnal llmiah Perbankan Syariah 3, no. 1 (July 6, 2019): 143. http://dx.doi.org/10.32678/bs.v3i1.1916.

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Penelitian ini bertujuan untuk mengetahui pengaruh information technology complementarities dan support of information technology knowledge terhadap kinerja perusahaan. Yang termasuk dalam complementarities of information technology adalah infrastruktur IT, proses pembuatan IT, human resources IT, dan vendor manajemen IT. Selanjutnya, yang tergolong dalam pengetahuan manajemen (management knowledge) adalah produk dan customer and managerial. Sampel dalam penelitian ini adalah kepala cabang perbankan di Kota Semarang sebanyak 42 orang. Penelitian ini menggunakan metode kuesioner dan data dianal

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