Impact Evaluation of Customer Knowledge Process on Customer Knowledge Expansion

2013 ◽  
Vol 4 (1) ◽  
pp. 30-42 ◽  
Author(s):  
Samer Alhawari
Keyword(s):  
Information Technology ◽  
Developing Countries ◽  
Empirical Study ◽  
Impact Evaluation ◽  
It Industry ◽  
Knowledge Application ◽  
Customer Knowledge ◽  
Knowledge Process ◽  
Knowledge Processes ◽  
Knowledge Codification

The paper aim is to investigate how Customer Knowledge Processes used in practice by Jordanian banks to achieve customer knowledge expansion. The empirical study is based on a sample of the data collected from 165 respondents, drawn randomly from six banks. The results show that the seven selected factors (Customer Knowledge Codification, Customer Knowledge Representation, Customer Knowledge Sharing, Customer Knowledge Application, Design of Customer Knowledge, Execution of Knowledge from Customer, and Verify of Knowledge from Customer) have a significant impact on Customer Knowledge Expansion. The findings did reveal the potential relationship between the customer knowledge processes and customer knowledge expansion. It also provides advice for the Information Technology (IT) Industry as to how an analytical knowledge process from customers should be taken into account in developing countries to attain proper customer knowledge expansion because of cultural, social and educational disparities.

Impact Evaluation of Customer Knowledge Process on Customer Knowledge Expansion

2014 ◽  
pp. 919-931
Author(s):  
Samer Alhawari
Keyword(s):  
Information Technology ◽  
Developing Countries ◽  
Empirical Study ◽  
Knowledge Sharing ◽  
It Industry ◽  
Knowledge Application ◽  
Customer Knowledge ◽  
Knowledge Process ◽  
Knowledge Processes ◽  
Knowledge Codification

The article aim is to investigate how Customer Knowledge Processes used in practice by Jordanian banks to achieve customer knowledge expansion. The empirical study is based on a sample of the data collected from 165 respondents, drawn randomly from six banks. The results show that the seven selected factors (Customer Knowledge Codification, Customer Knowledge Representation, Customer Knowledge Sharing, Customer Knowledge Application, Design of Customer Knowledge, Execution of Knowledge from Customer, and Verify of Knowledge from Customer) have a significant impact on Customer Knowledge Expansion. The findings did reveal the potential relationship between the customer knowledge processes and customer knowledge expansion. It also provides advice for the Information Technology (IT) Industry as to how an analytical knowledge process from customers should be taken into account in developing countries to attain proper customer knowledge expansion because of cultural, social and educational disparities.

Impact Evaluation of Customer Knowledge Process on Customer Knowledge Acquisition

2015 ◽  
pp. 1186-1197
Author(s):  
Samer Alhawari
Keyword(s):  
Empirical Study ◽  
Knowledge Acquisition ◽  
Impact Evaluation ◽  
The Other ◽  
Knowledge Capture ◽  
Customer Knowledge ◽  
Knowledge Process ◽  
Other Hand

This paper examines how Jordanian banks use the Customer Knowledge process to support Customer Knowledge Acquisition (CKA) and how they foster it. The empirical study is based on a sample of the data collected from 165 respondents, drawn randomly from six banks. The results showed that the six selected factors (Need for Customer Knowledge, Identify Source of Customer Knowledge, Verify Source of Customer Knowledge, Capture of Customer Knowledge, Apply of Knowledge about Customer, and Verify of Knowledge about Customer) have a significant impact on customer knowledge acquisition. On the other hand, the (Analysis of Customer Knowledge) is not a significant impact on customer knowledge acquisition in Jordanian banks. For this reason, the purpose of this paper is to study how Jordanian Banks use the Customer Knowledge process to support Customer Knowledge Acquisition. The empirical findings will certainly help both researchers and practitioners in future customer knowledge process, and Customer Knowledge Acquisition research.

The Outcome of Knowledge Process for Customers of Jordanian Companies on the Achievement of Customer Knowledge Retention

2012 ◽  
pp. 377-393
Author(s):  
Amine Nehari Talet ◽  
Samer Alhawari ◽  
Haroun Alryalat
Keyword(s):  
Positive Impact ◽  
Customer Retention ◽  
Knowledge Retention ◽  
Customer Relationship ◽  
It Industry ◽  
Customer Knowledge ◽  
Knowledge Process ◽  
Knowledge Processes ◽  
Analytical Functions ◽  
Crm System

Organizations have increasingly recognized the importance of managing customer relationships, and Knowledge Management (KM) from the perspective of a process approaches assure positive impact on customer retention. Many organizations are turning to Customer Relationship Management (CRM) to better serve customers and facilitate closer relationships. This paper investigates how Knowledge Process for customers is used in practice by Jordanian companies to achieve Customer Knowledge Retention. The current practice is based on the data collected from 156, randomly drawn and reported from a survey of CRM applications and evaluation of CRM analytical functions provided by three software business solution companies working in the CRM area, and four companies that used the CRM system. Based on data collected from the companies, results from the analysis indicated that the knowledge process for customers had a positive effect on customer knowledge retention. The paper also verified the hypotheses of the effect of knowledge processes for customers on customer retention. The findings shed light on the potential relationship between the knowledge processes for customers and customer retention. It also provides guidance for the Information Technology (IT) industry as to how an analytical knowledge process for customers should be taken into account in developing countries to support to achieve customer knowledge retention due to cultural, social and educational differences.

The Outcome of Knowledge Process for Customers of Jordanian Companies on the Achievement of Customer Knowledge Retention

2012 ◽  
pp. 45-61
Author(s):  
Amine Nehari Talet ◽  
Samer Alhawari ◽  
Haroun Alryalat
Keyword(s):  
Positive Impact ◽  
Customer Retention ◽  
Knowledge Retention ◽  
Customer Relationship ◽  
It Industry ◽  
Customer Knowledge ◽  
Knowledge Process ◽  
Knowledge Processes ◽  
Analytical Functions ◽  
Crm System

Organizations have increasingly recognized the importance of managing customer relationships, and Knowledge Management (KM) from the perspective of a process approaches assure positive impact on customer retention. Many organizations are turning to Customer Relationship Management (CRM) to better serve customers and facilitate closer relationships. This paper investigates how Knowledge Process for customers is used in practice by Jordanian companies to achieve Customer Knowledge Retention. The current practice is based on the data collected from 156, randomly drawn and reported from a survey of CRM applications and evaluation of CRM analytical functions provided by three software business solution companies working in the CRM area, and four companies that used the CRM system. Based on data collected from the companies, results from the analysis indicated that the knowledge process for customers had a positive effect on customer knowledge retention. The paper also verified the hypotheses of the effect of knowledge processes for customers on customer retention. The findings shed light on the potential relationship between the knowledge processes for customers and customer retention. It also provides guidance for the Information Technology (IT) industry as to how an analytical knowledge process for customers should be taken into account in developing countries to support to achieve customer knowledge retention due to cultural, social and educational differences

Impact Evaluation of Customer Knowledge Process On Customer Knowledge Acquisition

2013 ◽  
Vol 4 (4) ◽  
pp. 57-68
Author(s):  
Samer Alhawari
Keyword(s):  
Empirical Study ◽  
Knowledge Acquisition ◽  
Impact Evaluation ◽  
The Other ◽  
Knowledge Capture ◽  
Customer Knowledge ◽  
Knowledge Process ◽  
Other Hand

This paper examines how Jordanian banks use the Customer Knowledge process to support Customer Knowledge Acquisition (CKA) and how they foster it. The empirical study is based on a sample of the data collected from 165 respondents, drawn randomly from six banks. The results showed that the six selected factors (Need for Customer Knowledge, Identify Source of Customer Knowledge, Verify Source of Customer Knowledge, Capture of Customer Knowledge, Apply of Knowledge about Customer, and Verify of Knowledge about Customer) have a significant impact on customer knowledge acquisition. On the other hand, the (Analysis of Customer Knowledge) is not a significant impact on customer knowledge acquisition in Jordanian banks. For this reason, the purpose of this paper is to study how Jordanian Banks use the Customer Knowledge process to support Customer Knowledge Acquisition. The empirical findings will certainly help both researchers and practitioners in future customer knowledge process, and Customer Knowledge Acquisition research.

The Essential Trinity

2014 ◽  
pp. 270-282
Keyword(s):  
Information Technology ◽  
Developing Countries ◽  
The State ◽  
High Tech ◽  
It Industry ◽  
Technology Industries

Successful high-tech industries can be understood as ecosystems of enterprises and related organizations that are geared to develop platforms of global products, processes, and services; these platforms, by turn, are based on solid industrial architectures. This is called the Essential Trinity concept. In this way, the main objective of this chapter is twofold: first, to argue that information technology industries in developing countries, such as Brazil, can be understood through the Essential Trinity concept; and second, to argue also that the main characteristic of this industry in developing countries is that it has been historically organized only in terms of ecosystems of enterprises and related organizations, without developing either platforms of global products, processes, and services, or solid industrial architectures. In order to develop these arguments, the chapter presents the case of the IT industry in the state of Pernambuco (Northeast of Brazil), particularly through the development of its Porto Digital IT Park, as an example of an “unfinished essential trinity.”

The Practice of Jordanian Business to Attain Customer Knowledge Acquisition

2013 ◽  
pp. 126-144
Author(s):  
Amine Nehari Talet ◽  
Samer Alhawari ◽  
Ebrahim Mansour ◽  
Haroun Alryalat
Keyword(s):  
Knowledge Acquisition ◽  
Business Environment ◽  
Customer Relationship ◽  
Customer Acquisition ◽  
Global Business ◽  
Customer Knowledge ◽  
Knowledge Process ◽  
Knowledge Processes ◽  
Crm System ◽  
Business Software

This paper examines how Jordanian companies use the knowledge process to support Customer Knowledge Acquisition (CKA) and how they foster it. The empirical study is based on a sample of the data collected from 156 respondents, drawn randomly from three software business solution companies working in the Customer Relationship Management (CRM) area, and four companies which are employing the CRM system. The results show that the three selected factors (need for Customer Knowledge, Verify Customer Source, and Capture Customer Knowledge) have a significant impact on customer acquisition. However, the source identification of knowledge is not significant in Jordanian business software environments. The empirical findings will help both researchers and practitioners in future Knowledge Management (KM) and Customer Acquisition research to gain a better understanding of the knowledge processes about customers on Customer Acquisition. This paper provides a contribution to the literature about Customer Knowledge Acquisition in one of the developing countries as a framework to keep organizations competitive within the global business environment.

Knowledge management process arrangements and their impact on innovation

2018 ◽  
Vol 35 (1) ◽  
pp. 29-38 ◽  
Author(s):  
Eduardo Kunzel Teixeira ◽  
Mirian Oliveira ◽  
Carla Maria Marques Curado
Keyword(s):  
Information Technology ◽  
Knowledge Management ◽  
Linear Models ◽  
Practical Implication ◽  
Maximum Effect ◽  
Management Process ◽  
Knowledge Application ◽  
Technology Sector ◽  
Knowledge Processes ◽  
Information Technology Companies

This study investigates the types of knowledge management process (KMP) arrangements firms adopt and how these arrangements relate to innovation. Data from 341 Brazilian and Portuguese information technology companies were analysed using a sequence of statistical treatments (factor analysis, cluster analysis and analysis of variance). The study adopts a perspective other than those of linear models to investigate the KMP arrangements applied by firms and their relation to innovation. The findings suggest that (1) firms adopt balanced KMP arrangements; (2) assuring a certain degree of knowledge application, firms can reach comparable levels of innovation by emphasizing either sharing or storage processes; knowledge sharing processes can compensate for lower levels of other knowledge processes and sustain better levels of innovation; and (3) investments in KMP tend to reach a maximum effect, from which innovation decelerates. The study focuses on the relationship between the KMPs and innovation in the information technology sector, thereby limiting generalization to other sectors. As a practical implication, knowledge managers are provided with information emphasizing the importance of controlling the investments and the organization of KMP arrangements aimed at innovation.

Sign in / Sign up

Export Citation Format

Share Document