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04457nam a2200565 a 4500 |
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19383 |
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IGIG |
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20110926173918.0 |
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m e d |
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cr bn||||m|||a |
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110923s2012 pau fsb 000 0 eng d |
| 010 |
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|z 2011026268
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| 020 |
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|a 9781613500903 (ebook)
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| 020 |
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|z 9781613500897 (hardcover)
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| 020 |
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|z 9781613500910 (print & perpetual access)
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| 024 |
7 |
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|a 10.4018/978-1-61350-089-7
|2 doi
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| 035 |
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|a (CaBNVSL)gtp00549561
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| 035 |
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|a (OCoLC)807844849
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| 040 |
# |
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|a CaBNVSL
|c CaBNVSL
|d CaBNVSL
|
| 050 |
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4 |
|a HF5415.5
|b .C833 2012e
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| 082 |
0 |
4 |
|a 658.4/038
|2 23
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| 245 |
0 |
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|a Customer-centric knowledge management
|b concepts and applications /
|c Minwir Mallouh Al-Shammari, editor.
|h [electronic resource] :
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| 260 |
# |
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|a Hershey, Pa. :
|b IGI Global (701 E. Chocolate Avenue, Hershey, Pennsylvania, 17033, USA),
|c c2012.
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| 300 |
# |
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|a electronic texts (304 p.) :
|b digital files.
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| 504 |
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|a Includes bibliographical references.
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| 505 |
0 |
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|a 1. Optimising customers as knowledge resources and recipients: cases in small to medium sized software enterprises / Ciara Heavin and Frederic Adam -- 2. Perceived risks of customer knowledge management / Carolina López-Nicolás and Francisco-José Molina-Castillo -- 3. Unarmed prophets have come to grief: KM and the problem of systematizing trust relationships / Jennifer Adelstein -- 4. The importance of collaboration in knowledge management in public services: creating value for stakeholders / António Carrizo Moreira and Ricardo Augusto Zimmermann -- 5. Consumer centric knowledge management in Zakat institutions as strategic approach to reduce poverty / Abu Baker Ramadan Mohamed Hussain -- 6. The relevance of customers as a source of knowledge in IT firms / Laura Zapata Cantú and José Luis Pineda -- 7. Effective tools for customer knowledge management / Kamla Ali Al-Busaidi -- 8. An evaluation of customer-centric benefits associated with knowledge management / Petra Marešová ... [et al.] -- 9. The role of emotional intelligence in knowledge-enabled customer delight: a case on Bahrain / Suhaila Al Hashemi and Zahra Haji -- 10. Micro-level stickiness as a threat to client centric knowledge transfer among ICT firms in Malaysian technology parks / Yusof Ismail and Suhaimi Mhd Sarif -- 11. Customer service in an emerging market (UAE) / Rawdha Khamis Al Mehairbi and Yoosuf Cader --
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| 505 |
8 |
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|a 12. An enterprise model for customer-centric knowledge management and knowledge-oriented customer relationship management / Joseph O. Chan -- 13. Integrating customer relationship management, performance management, and knowledge management through balanced scorecard / Anthony Liew -- 14. A comprehensive model for customer knowledge management mechanisms / Neda Sakhaee, Hamidreza Shahbaznezhad and Mehdi Shami Zanjani -- 15. A knowledge management approach to marketing and the advent of customer knowledge management / Samiha Mjahed and Abdelfattah Triki -- 16. Strategic imperatives for customer centric approach / Neeta Baporikar.
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| 506 |
# |
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|a Restricted to subscribers or individual electronic text purchasers.
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| 520 |
3 |
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|a "This book is a comprehensive collection addressing managerial and technical aspects of customer-centric knowledge implementation, contributing to the dynamic and emerging fields of organizational knowledge management, customer relationship management, and information and communication technologies"--Provided by publisher.
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| 530 |
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|a Also available in print.
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| 538 |
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|a Mode of access: World Wide Web.
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| 588 |
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|a Description based on title screen (IGI Global, viewed September 23, 2011).
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| 650 |
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|a Customer relations.
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| 650 |
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|a Knowledge management.
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| 650 |
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|a Relationship marketing.
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| 653 |
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|a CCKM
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| 653 |
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|a Customer delivery channels
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| 653 |
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|a Supply chains
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| 653 |
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|a Role of people
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| 653 |
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|a Role of processes
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| 653 |
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|a Role of technologies
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| 653 |
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|a Strategic analysis
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| 653 |
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|a CK generation
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| 653 |
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|a CK implementation
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| 653 |
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|a CK sharing
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| 700 |
1 |
# |
|a Al-Shammari, Minwir,
|d 1962-
|
| 710 |
2 |
# |
|a IGI Global.
|
| 776 |
0 |
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|c (Original)
|w (DLC)2011026268
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| 776 |
0 |
8 |
|i Print version:
|w (DLC) 2011026268
|z 9781613500897
|z 1613500890
|
| 856 |
4 |
1 |
|u https://ezaccess.library.uitm.edu.my/login?url=http://services.igi-global.com/resolvedoi/resolve.aspx?doi=10.4018/978-1-61350-089-7
|3 Chapter PDFs via platform:
|