A novel customer knowledge management analysis model: With a case study in hospitality

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Authors: Liu, X., Chakpitak, N., Yodmongkol, P. and Cang, S.

Journal: WIT Transactions on Information and Communication Technologies

Volume: 61

Pages: 101-109

ISBN: 9781845649401

ISSN: 1743-3517

DOI: 10.2495/MIIT130151

© 2014 WIT Press. Customer knowledge management process with models can help managers to find the real value chain in business. This paper proposes a novel two-dimension customer knowledge management analysis model, which make customer knowledge more understandable and manageable. A case study is illustrated and shows the application of the CKM model in customer processes can lead to increased process performance.

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