Effective Factors of Social Customer Knowledge Management (SCKM) in Organisations: Study of Electronic Service Providers in Iran

2017 ◽  
Vol 16 (02) ◽  
pp. 1750014
Author(s):  
Behzad Lak ◽  
Jalal Rezaeenour
Keyword(s):  
Social Media ◽  
Knowledge Management ◽  
Structural Equation ◽  
Service Providers ◽  
Customer Relationship ◽  
Effective Parameters ◽  
Customer Knowledge ◽  
Effective Factors ◽  
Customer Knowledge Management ◽  
Electronic Service

Nowadays, appropriate management strategies and competitive advantage for most organisations need developing an integrative architecture based on customers’ knowledge. One of the most important parts of this architecture is the process of Electronic Customer Relationship Management (ECRM) through social media. This study, shows these four interactions, including ECRM systems, types of customer knowledge, Knowledge Creation Processes and Social Media. In other words, this research examines the effective factors on SCKM framework due to concepts of KM, Knowledge (for/from/about) customer, Customer Knowledge Management (CKM), ECRM and Social Media. This research uses a combination of qualitative and quantitative approaches. First, the conceptual framework has been developed based on the grounded theory method. Then, the extracted model has been examined and confirmed by Structural Equation Modelling (SEM) and Confirmatory Factor Analysis. So, effective factors of Social Customer Knowledge Management (SCKM) among Iranian electronic service providers have been presented. They include effective parameters for determining the level of SCKM acceptance in six main dimensions: Causal Conditions (five effective factors), Phenomenon (one effective factor), Strategies (seven effective factors), Context (three effective factors), Concequences (two effective factors) and Intervening Conditions (four effective factors). The developed model can be used as a scientific, theoretical and fundamental framework for maturity assessment of organisations with the aim of establishing SCKM systems.

Customer Knowledge Management via Social Media: A Case Study of an Indian Retailer

2017 ◽  
Vol 24 (1) ◽  
pp. 39-55 ◽  
Author(s):  
Arunima Kambikanon Valacherry ◽  
Pakkeerappagari Pakkeerappa
Keyword(s):  
Social Media ◽  
Knowledge Management ◽  
Computer Mediated Communication ◽  
Customer Relationship ◽  
Mediated Communication ◽  
Socialization Process ◽  
Customer Knowledge ◽  
Customer Knowledge Management ◽  
Computer Mediated

The socialization process in knowledge management (KM) has been in discussion for more than a decade, and most research has focused on socialization among employees in developing organizational knowledge. But this article tries to explore the socialization aspect in customer knowledge management (CKM) in a customer-centric industry, retail using social media. The case study of a leading Indian retailer is implemented using netnography, a research technique that draws data from computer-mediated communication channels. The communications of the retailer to and from customers through Facebook, Twitter and Foursquare are collected, codified and analysed. The findings explored the customer knowledge gaps (CKG) in the social media interactions, based on which a CKG model was developed. The study gives a new insight for retailers which can be used to evaluate their strategies using customer knowledge from social media apart from customer relationship management (CRM) and personal interactions. The information that customers share via social media is substantial and important for organizations like retailers, and it is high time to appropriately value this customer knowledge as it can be effectively used for enhancing future marketing strategies.

Successful customer knowledge management implementation through social media capabilities

2017 ◽  
Vol 47 (3) ◽  
pp. 353-371 ◽  
Author(s):  
Sanaz Kargaran ◽  
Mona Jami Pour ◽  
Hossein Moeini
Keyword(s):  
Social Media ◽  
Knowledge Management ◽  
Customer Relationships ◽  
Information And Communications Technology ◽  
Group Method ◽  
Customer Knowledge ◽  
Content Type ◽  
Customer Knowledge Management ◽  
Expert Interview ◽  
The Social

Purpose Nowadays, the recent advances in information and communications technology and the advent of Web 2.0 technology have resulted in the increasing popularity of social media and provided enterprises and companies with new horizons in establishing an effective significant relationship with clients. Despite the recognized importance of social media in knowledge management (KM) and customer relationships, there is not any research to identify social media capabilities related to customer knowledge management (CKM). Therefore, the purpose of this study is to recognize the social media capabilities related to CKM effectively. Design/methodology/approach To obtain research objectives, literature review, focus group method and expert interview were applied to identify and categorize social media capabilities. Analytical hierarchy process (AHP) also used to prioritize capabilities important. Findings The results indicate social media capabilities such as conversation capability, sharing capability, groups/community capability, relationship capability, speed and ease of access for the public are the main capabilities related to exploit customer knowledge and manage it successfully. Research limitations/implications The results highlight the different social media capabilities for CKM approach which will enhance customer insight and personalized services. Because of the newness of CKM and social media implementation in Iranian firms, empirical study was not conducted for a better understanding of their business value. Originality/value The main innovation of this study is identifying the social media capabilities related to CKM and prioritizing them which allow managers to select the most appropriate social media tools based on these results.

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