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
© 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.