The Interplay of Reificative and Participative Processes of Customer Knowledge Creation
ثبت نشده
چکیده
With regard to the management of customer knowledge in service production, the potential of information technology has been debated. The aim of this paper is to contribute to the debate by exploring the process of customer knowledge creation in the production of complex services. More specifically, the main question addressed is: How is information technology being used in customer knowledge creation and what are the roles of other complementary sources of information? The paper draws on empirical data concerning corporate credit decisions in the financial services industry derived from semi-structured interviews with 10 bank branch managers.
منابع مشابه
The Influence of Customer Value Co-Creation Behavior on SME Brand Equity: An Empirical Analysis
Competition in the service industry is intense. To deliver value-added services, more companies are focusing on consumers as a powerful means of establishing firm performance through dialog, participation, and engagement. However, scant research has been conducted to examine whether customer value co-creation can boost brand equity, particularly among SMEs. To address these shortcomings in the ...
متن کاملA Participative Process of Strategy-Making and Firm Performance in Iranian Pharmaceutical Companies
Pharmaceutical companies are regarded as principal contributors to national economies all over the world owing to their substantial assistance to public health system; GDP, employment, and market growth. Consequently, pharmaceutical managers must take the necessary steps to improve strategy-making and firm performance. This study investigates the relationship between four conventional modes of ...
متن کاملExploring the Relationship between Knowledge Management and Intellectual Capital: An Iranian University Case Study
This paper explored the multiple relationships between intellectual capital (IC) and knowledge management (KM) in an Iranian university. For intellectual capital, three components were studied including: relational capital, structural capital and human capital. For knowledge management, five processes were considered, namely creation, acquisition, codification, sharing and application. The rela...
متن کاملCustomer behavior mining based on RFM model to improve the customer relationship management
Companies’ managers are very enthusiastic to extract the hidden and valuable knowledge from their organization data. Data mining is a new and well-known technique, which can be implemented on customers data and discover the hidden knowledge and information from customers' behaviors. Organizations use data mining to improve their customer relationship management processes. In this paper R, F, an...
متن کاملCognitive Strategic Model applied to a Port System
Port organizations have focused their efforts on physical or tangible assets, generating profitability and value. However, it is recognized that the greatest sustainable competitive advantage is the creation of knowledge using the intangible assets of the organization. The Balanced ScoreCard, as a performance tool, has incorporated intangible assets such as intellectual, structural and social c...
متن کامل