The purpose of this paper was to examine the implications of employing multimodal interaction metaphors in Electronic Customer Knowledge Management Systems (E-CKMS). There are several challenges to E-CKMS, such as trust and knowledge retention, structured transfer of knowledge and information overload. As empirical investigations that examine the impact of multimodal interaction on customer sat...

Shopping centers are an important part of the UK economy and have been the subject of considerable research. Relying on complex interdependencies between shoppers, retailers and owners, shopping centers are ideal for knowledge management study. Nevertheless, although retailers have been in the forefront of data mining, little has been written on Customer Knowledge Management for shopping center...

intellectual capital is set of knowledge-based assets that belongs to an organization and will add value to key organizational stakeholders and this leads to a better competitive situation. the objective of this research is to investigate the relationship between intellectual capital and companies' performance in iran during 1382-1387 using lisrel software. earning per share, return on equ...

paying attention to customers is necessary for continuing operation in competitive markets today. through customers’ satisfaction, organizations can reduce production costs and increase their revenues. customer relationship management can help the managers and organizations with establishing a constructive relationship with customers and maintaining them. therefore, developing and deploying an ...

Our minitrack focuses on various cultural aspects of Knowledge Management and Information Systems within organizations. First two papers in our minitrack investigate cross-cultural issues and challenges in managing knowledge within a global firm. The first paper of in this minitrack by Frygell, Hedman, and Carlsson, “Implementing CRM System in a Global Organization National vs. Organizational C...

Successful organizations have to manage more than capital and labor. Savvy managers know that they must pay close attention to another key asset: knowledge. The author discusses how understanding the four dimensions of knowledge management— content, culture, process, and infrastructure—can help companies ensure that they have the right knowledge in the right place at the right time! Last night ...

The integration of customer knowledge into innovation processes not only faces companies with many challenges but also opens up opportunities for new product development and fostering innovativeness. Past research describes a multitude of approaches and practical examples, which companies can refer to if they are willing to tap customer knowledge. With the emergence of social software and open ...

The deregulation of the European energy market, combined with emerging advanced capabilities of information technology, provides strategic opportunities for new knowledge-oriented services on the power grid. HOMEBOTS is the name we have coined for one of these innovative services: decentralized power load management at the customer side, automatically carried out by a ‘society’ of interactive h...

Offering a PSS that is based on co-creating value with customer, starts with understanding customer needs. Customer understanding is realized through the process of managing customer knowledge across a PSS value network. In this respect, customer knowledge management (CKM) is seen as a core business capability. We extend the notion of CKM capability to a PSS value network, defining it as a valu...