HYBRID MULTI-CRITERIA DECISION MAKING MODEL FOR CUSTOMER KNOWLEDGE MANAGEMENT IN SOFTWARE INDUSTRY

نویسندگان

چکیده

In this study, the enablers of Customer Knowledge Management (CKM) software companies are investigated. Consequently, conceptual CKM enabler model is developed by extracting “organizational”, “technological” and “human” factors from literature. Then, a Multi-Criteria Decision-Making (MCDM) approach applied to identify dependence relationships using Analytic Network Processes (ANP) Trial Evaluation Laboratory (DEMATEL) techniques. The inter-dependencies significance among evaluated DEMATEL. ANP technique used in order clarify relative weight priority. results show that “organization” dimension most considerable aspect enhancing development. has more interaction with other aspects activates “technology” factors. addition, second influences “organization”. Due importance for organizations, research provides significant contribution context ranking antecedent enterprise development context.

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ژورنال

عنوان ژورنال: MM Science Journal

سال: 2022

ISSN: ['1805-0476', '1803-1269', '1805-0646']

DOI: https://doi.org/10.17973/mmsj.2022_11_2022019