Journal of Knowledge Management Knowledge-enabled customer - - PDF document

Journal of Knowledge Management

Knowledge-enabled customer relationship management: integrating customer relationship management and knowledge management concepts[1]

Henning Gebert, Malte Geib, Lutz Kolbe, Walter Brenner,

Article information:

To cite this document: Henning Gebert, Malte Geib, Lutz Kolbe, Walter Brenner, (2003) "Knowledge‐enabled customer relationship management: integrating customer relationship management and knowledge management concepts[1]", Journal of Knowledge Management, Vol. 7 Issue: 5, pp.107-123, https://doi.org/10.1108/13673270310505421

Permanent link to this document:

https://doi.org/10.1108/13673270310505421

Downloaded on: 01 November 2018, At: 23:34 (PT) References: this document contains references to 46 other documents. To copy this document: permissions@ emeraldinsight.com The fulltext of this document has been downloaded 14100 times since 2006*

Users who downloaded this article also downloaded:

(2016),"Knowledge management capability, customer relationship management, and service quality", Journal of Enterprise Information Management, Vol. 29 Iss 2 pp. 202-221 <a href="https://doi.org/10.1108/JEIM-04-2014-0042">https://doi.org/10.1108/ JEIM-04-2014-0042</a> (2003),"CRM and customer-centric knowledge management: an empirical research", Business Process Management Journal, Vol. 9 Iss 5

• pp. 617-634 <a href="https://doi.org/10.1108/14637150310496721">https://doi.org/10.1108/14637150310496721</a>

Access to this document was granted through an Emerald subscription provided by emerald-srm:462515 []

For Authors

If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/ authors for more information.

About Emerald www.emeraldinsight.com

Emerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 j ournals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.

Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation.

*Related content and download information correct at time of download.

Downloaded by Northumbria University Library At 23:34 01 November 2018 (PT)

• Downloaded by Northumbria University Library At 23:34 01 November 2018 (PT)

• Downloaded by Northumbria University Library At 23:34 01 November 2018 (PT)

• Downloaded by Northumbria University Library At 23:34 01 November 2018 (PT)

• Downloaded by Northumbria University Library At 23:34 01 November 2018 (PT)

• Downloaded by Northumbria University Library At 23:34 01 November 2018 (PT)

• Downloaded by Northumbria University Library At 23:34 01 November 2018 (PT)

• Downloaded by Northumbria University Library At 23:34 01 November 2018 (PT)

Downloaded by Northumbria University Library At 23:34 01 November 2018 (PT)

Downloaded by Northumbria University Library At 23:34 01 November 2018 (PT)

• Downloaded by Northumbria University Library At 23:34 01 November 2018 (PT)

• Downloaded by Northumbria University Library At 23:34 01 November 2018 (PT)

Downloaded by Northumbria University Library At 23:34 01 November 2018 (PT)

• Downloaded by Northumbria University Library At 23:34 01 November 2018 (PT)

Downloaded by Northumbria University Library At 23:34 01 November 2018 (PT)

• Downloaded by Northumbria University Library At 23:34 01 November 2018 (PT)

• Downloaded by Northumbria University Library At 23:34 01 November 2018 (PT)

• Downloaded by Northumbria University Library At 23:34 01 November 2018 (PT)

This article has been cited by:

• 1. Daniel Hein, Björn Ivens, Alexander Leischnig, Steffen Wölfl. Die Implementierung des digitalen Customer Relationship

Managements – Erfolgsfaktoren, Hemmnisse und Entwicklungsoptionen 341-359. [Crossref]

• 2. Dhouha Jaziri. 2019. The advent of customer experiential knowledge management approach (CEKM): The integration of
• ffline & online experiential knowledge. Journal of Business Research 94, 241-256. [Crossref]
• 3. Ana Olavarría-Jaraba, Jesús J. Cambra-Fierro, Edgar Centeno, Rosario Vázquez-Carrasco. 2018. Analyzing relationship quality

and its contribution to consumer relationship proneness. Service Business 12:4, 641-661. [Crossref]

• 4. ChoudharyPraveen, Praveen Choudhary, MitalMonika, Monika Mital, PaniAshis Kumar, Ashis Kumar Pani, PapaArmando,

Armando Papa, VicentiniFrancesca, Francesca Vicentini. 2018. Impact of enterprise mobile system implementation on

• rganizational ambidexterity mediated through BPM customizability. Business Process Management Journal 24:5, 1235-1254.

[Abstract] [Full Text] [PDF]

• 5. Cepeda-CarriónIgnacio, Ignacio Cepeda-Carrión, Cepeda-CarrionGabriel, Gabriel Cepeda-Carrion. 2018. How public sport

centers can improve the sport consumer experience. International Journal of Sports Marketing and Sponsorship 19:3, 350-367. [Abstract] [Full Text] [PDF]

• 6. Del VecchioPasquale, Pasquale Del Vecchio, SecundoGiustina, Giustina Secundo, PassianteGiuseppina, Giuseppina Passiante.
• 2018. Analyzing Big Data through the lens of customer knowledge management. Kybernetes 47:7, 1348-1362. [Abstract] [Full

Text] [PDF]

• 7. Sebastian Ceptureanu, Eduard Ceptureanu, Marieta Olaru, Doina Popescu. 2018. An Exploratory Study on Knowledge

Management Process Barriers in the Oil Industry. Energies 11:8, 1977. [Crossref]

• 8. WangXin, Xin Wang, XuMing, Ming Xu. 2018. Examining the linkage among open innovation, customer knowledge

management and radical innovation. Baltic Journal of Management 13:3, 368-389. [Abstract] [Full Text] [PDF]

• 9. Mjahed HammamiSamiha, Samiha Mjahed Hammami, SouidenNizar, Nizar Souiden, TrikiAbdelfattah, Abdelfattah Triki.
• 2018. Service recovery as an organizational capability. Qualitative Market Research: An International Journal 21:3, 316-336.

[Abstract] [Full Text] [PDF]

• 10. DaghfousAbdelkader, Abdelkader Daghfous, BelkhodjaOmar, Omar Belkhodja, AhmadNorita, Norita Ahmad. 2018.

Understanding and managing knowledge transfer for customers in IT adoption. Information Technology & People 31:2, 428-454. [Abstract] [Full Text] [PDF]

• 11. Hamed Gholami, Muhamad Zameri Mat Saman, Abbas Mardani, Dalia Streimikiene, Safian Sharif, Norhayati Zakuan.
• 2018. Proposed Analytic Framework for Student Relationship Management based on a Systematic Review of CRM Systems
• Literature. Sustainability 10:4, 1237. [Crossref]
• 12. GuptaVikas, Vikas Gupta, ChopraMeenu, Meenu Chopra. 2018. Gauging the impact of knowledge management practices
• n organizational performance – a balanced scorecard perspective. VINE Journal of Information and Knowledge Management

Systems 48:1, 21-46. [Abstract] [Full Text] [PDF]

• 13. Arash Khosravi, Ab Razak Che Hussin. 2018. Customer knowledge management antecedent factors: A systematic literature
• review. Knowledge and Process Management 9. . [Crossref]
• 14. TaghizadehSeyedeh Khadijeh, Seyedeh Khadijeh Taghizadeh, RahmanSyed Abidur, Syed Abidur Rahman, HossainMd.

Mosharref, Md. Mosharref Hossain. 2018. Knowledge from customer, for customer or about customer: which triggers innovation capability the most?. Journal of Knowledge Management 22:1, 162-182. [Abstract] [Full Text] [PDF]

• 15. Arunima Kambikanon Valacherry, Pakkeerappagari Pakkeerappa. 2018. Customer Knowledge Management via Social Media:

A Case Study of an Indian Retailer. Journal of Human Values 24:1, 39-55. [Crossref]

• 16. Pavol Križo, Anna Chocholáková, Mária Sirotiaková. Using Knowledge Management in Scientific Work - Time Analysis

15-25. [Crossref]

• 17. S. Nupap. Knowledge management system for supporting organizational management and sustainable development: A case

study of a research group in a university 1-5. [Crossref]

• 18. Anita Nathania Purbowo, Yulia, Agustinus Ivan Suryadi. Web Based Application Customer Relationship Management for

Helping Sales Analysis on Bike Manufacturer 347-352. [Crossref]

• 19. Juan Pablo Soto, Aurora Vizcaíno, Mario Piattini. 2017. Fostering Knowledge Reuse in Communities of Practice by Using a

Trust Model and Agents. International Journal of Information Technology & Decision Making 16:05, 1409-1439. [Crossref]

• 20. RathiDinesh, Dinesh Rathi, GivenLisa M., Lisa M. Given. 2017. Non-profit organizations’ use of tools and technologies for

knowledge management: a comparative study. Journal of Knowledge Management 21:4, 718-740. [Abstract] [Full Text] [PDF]

Downloaded by Northumbria University Library At 23:34 01 November 2018 (PT)

• 21. Jesús Juan Cambra-Fierro, Edgar Centeno, Ana Olavarria, Rosario Vazquez-Carrasco. 2017. Success factors in a CRM strategy:

technology is not all. Journal of Strategic Marketing 25:4, 316-333. [Crossref]

• 22. Behzad Lak, Jalal Rezaeenour. 2017. Effective Factors of Social Customer Knowledge Management (SCKM) in Organisations:

Study of Electronic Service Providers in Iran. Journal of Information & Knowledge Management 16:02, 1750014. [Crossref]

• 23. Antti Lönnqvist. 2017. Embedded knowledge management: towards improved managerial relevance. Knowledge Management

Research & Practice 15:2, 184-191. [Crossref]

• 24. Abdelkader Daghfous, Taisier Zoubi. 2017. An Auditing Framework for Knowledge-Enabled Supply Chain Management:

Implications for Sustainability. Sustainability 9:5, 791. [Crossref]

• 25. Menatalla Kaoud. 2017. Investigation of Customer Knowledge Management. International Journal of Service Science,

Management, Engineering, and Technology 8:2, 12-22. [Crossref]

• 26. Dengke Yu, Jay Yang. 2017. An Integrated Management Model for Avoiding Customer Information Leakage in China’s

Housing Markets. Journal of the Knowledge Economy 12. . [Crossref]

• 27. Raminta Jokubauskienė, Rimgailė Vaitkienė. 2017. Assumptions of Customer Knowledge Enablement in the Open Innovation
• Process. Economics and Business 31:1. . [Crossref]
• 28. Ignacio Cepeda-Carrion, Silvia Martelo-Landroguez, Antonio L. Leal-Rodríguez, Antonio Leal-Millán. 2017. Critical

processes of knowledge management: An approach toward the creation of customer value. European Research on Management and Business Economics 23:1, 1-7. [Crossref]

• 29. PekovicSanja, Sanja Pekovic, RollandSylvie, Sylvie Rolland. 2016. Customer orientation and firm’s business performance.

European Journal of Marketing 50:12, 2162-2191. [Abstract] [Full Text] [PDF]

• 30. Muhammad Anshari, Yabit Alas, Lim Sei Guan. 2016. Developing online learning resources: Big data, social networks, and

cloud computing to support pervasive knowledge. Education and Information Technologies 21:6, 1663-1677. [Crossref]

• 31. Silvia Martelo-Landroguez, Gabriel Cepeda-Carrión. 2016. How knowledge management processes can create and capture

value for firms?. Knowledge Management Research & Practice 14:4, 423-433. [Crossref]

• 32. Chieh-Peng Lin, Zi-Ting Yang, Her-Ting Huang. 2016. Evaluating team performance and the mediating role of customer

knowledge development: An absorptive capacity framework. Journal of Engineering and Technology Management 42, 46-64. [Crossref]

• 33. Silvia Martelo-Landroguez, David Martin-Ruiz. 2016. Managing knowledge to create customer service value. Journal of Service

Theory and Practice 26:4, 471-496. [Abstract] [Full Text] [PDF]

• 34. Azarnoush Ansari, Arash Riasi. 2016. Modelling and evaluating customer loyalty using neural networks: Evidence from startup

insurance companies. Future Business Journal 2:1, 15-30. [Crossref]

• 35. Palacios-MarquésDaniel, Daniel Palacios-Marqués, PopaSimona, Simona Popa, Pilar Alguacil MariMaría, María Pilar Alguacil
• Mari. 2016. The effect of online social networks and competency-based management on innovation capability. Journal of

Knowledge Management 20:3, 499-511. [Abstract] [Full Text] [PDF]

• 36. Ignacio Cepeda-Carrion, Antonio G. Leal-Millán, Silvia Martelo-Landroguez, Antonio L. Leal-Rodriguez. 2016. Absorptive

capacity and value in the banking industry: A multiple mediation model. Journal of Business Research 69:5, 1644-1650. [Crossref]

• 37. S. San-Martín, N.H. Jiménez, B. López-Catalán. 2016. The firms benefits of mobile CRM from the relationship marketing

approach and the TOE model. Spanish Journal of Marketing - ESIC 20:1, 18-29. [Crossref]

• 38. Muhammad Iskandar Hamzah, Abdul Kadir Othman, Faridah Hassan, Norfadzilah Abd Razak, Noor Azlina Mohamad
• Yunus. 2016. Conceptualizing a Schematic Grid View of Customer Knowledge from the Johari Window's Perspective. Procedia

Economics and Finance 37, 471-479. [Crossref]

• 39. Erin M. Fairchild, Krysta L. Lambert, Michael I. Talley, Angela Gleason, Heather Wengert, Debra Bohlen, Lisa Elpert,

Dianna Bryant-Sendek, Mark V. Larson, Andrew J. Majka, Sunanda V. Kane. 2016. Cross-Site Scheduling of Endoscopic Procedures Improves Efficiency While Maintaining Patient Safety. Journal for Healthcare Quality 38:1, 24-33. [Crossref]

• 40. Sabrina Vit?rio Oliveira Sencioles, Alain Hern?ndez Santoyo, Faimara do Rocio Strauhs. 2016. Use of Wikis in Organizational

Knowledge Management. Social Networking 05:01, 39-56. [Crossref]

• 41. Aurora Garrido-Moreno, Nigel Lockett, Victor Garcia-Morales. 2015. Exploring the role of knowledge management practices

in fostering customer relationship management as a catalyst of marketing innovation. Baltic Journal of Management 10:4, 393-412. [Abstract] [Full Text] [PDF]

• 42. . References 655-604. [Crossref]

Downloaded by Northumbria University Library At 23:34 01 November 2018 (PT)

• 43. Stephen P

. Osborne, Zoe Radnor, Tony Kinder, Isabel Vidal. 2015. The SERVICE Framework: A Public-service-dominant Approach to Sustainable Public Services. British Journal of Management 26:3, 424-438. [Crossref]

• 44. David Li Tang, France Bouthillier, Pierre Pluye, Roland Grad, Carol Repchinsky. 2015. The value of user feedback: Healthcare

professionals' comments to the health information provider. Journal of the Association for Information Science and Technology 66:2, 377-391. [Crossref]

• 45. Muhammad R. Shihab, Ajeng A. Lestari. The impact of customer knowledge acquisition to knowledge management benefits:

A case study in Indonesian banking and insurance industries 139-144. [Crossref]

• 46. Alexia Mary Tzortzaki. 2014. Knowledge-based strategies for managers in the service sector. Management Research Review

37:10, 858-879. [Abstract] [Full Text] [PDF]

• 47. Brijesh Kumar Yadav, Abhijeet Singh. 2014. Analyzing the Influence of Customer Relationship Management on Firm
• Performance. International Journal of Customer Relationship Marketing and Management 5:3, 69-97. [Crossref]
• 48. Thu Huong Nguyen, Katsuhiro Umemoto, Hieu Chi Dam. 2014. The Knowledge-Bridging Process in Software Offshoring

from Japan to Vietnam. The Electronic Journal of Information Systems in Developing Countries 64:1, 1-29. [Crossref]

• 49. Jose Martins, Ramiro Goncalves, Jorge Pereira, Tiago Oliveira, Manuel Perez Cota. Social networks sites adoption at firm

level: A literature review 1-6. [Crossref]

• 50. Mina Ranjbarfard, Mohammad Aghdasi, Pedro López-Sáez, José Emilio Navas López. 2014. The barriers of knowledge

generation, storage, distribution and application that impede learning in gas and petroleum companies. Journal of Knowledge Management 18:3, 494-522. [Abstract] [Full Text] [PDF]

• 51. Nastaran Taherparvar, Reza Esmaeilpour, Mohammad Dostar. 2014. Customer knowledge management, innovation capability

and business performance: a case study of the banking industry. Journal of Knowledge Management 18:3, 591-610. [Abstract] [Full Text] [PDF]

• 52. Lailatul Faizah Abu Hassan, Wan Jamaliah Wan Jusoh, Zarinah Hamid. 2014. Determinant of Customer Loyalty in Malaysian

Takaful Industry. Procedia - Social and Behavioral Sciences 130, 362-370. [Crossref]

• 53. Silvia Martelo-Landroguez, Juan-Gabriel Cegarra-Navarro. 2014. Linking knowledge corridors to customer value through

knowledge processes. Journal of Knowledge Management 18:2, 342-365. [Abstract] [Full Text] [PDF]

• 54. Farnoosh Khodakarami, Yolande E. Chan. 2014. Exploring the role of customer relationship management (CRM) systems in

customer knowledge creation. Information & Management 51:1, 27-42. [Crossref]

• 55. Syed Rahmatullah Shah, Khalid Mahmood. 2013. Empirical results of academic librarians' attitudes toward knowledge

management in Pakistan. Library Management 34:8/9, 619-631. [Abstract] [Full Text] [PDF]

• 56. Silvia Martelo, Carmen Barroso, Gabriel Cepeda. 2013. The use of organizational capabilities to increase customer value.

Journal of Business Research 66:10, 2042-2050. [Crossref]

• 57. Stefan Wilhelm, Stefan Gueldenberg, Wolfgang Güttel. 2013. Do you know your valuable customers?. Journal of Knowledge

Management 17:5, 661-676. [Abstract] [Full Text] [PDF]

• 58. Hanna Salojärvi, Sami Saarenketo, Kaisu Puumalainen. 2013. How customer knowledge dissemination links to KAM. Journal
• f Business & Industrial Marketing 28:5, 383-395. [Abstract] [Full Text] [PDF]
• 59. Abdelkader Daghfous, Norita Ahmad, Linda C. Angell. 2013. The KCRM knowledge audit: model and case illustration.

VINE 43:2, 185-209. [Abstract] [Full Text] [PDF]

• 60. M. Rezaei-Malek, N. Rezaei-Malek, R. Tavakkoli-Moghaddam. Improving performance of customer relationship management

by knowledge management &#8212; A case study 359-365. [Crossref]

• 61. Alton Y.K Chua, Snehasish Banerjee. 2013. Customer knowledge management via social media: the case of Starbucks. Journal
• f Knowledge Management 17:2, 237-249. [Abstract] [Full Text] [PDF]
• 62. Ming-Hui Huang, Eric T. G. Wang. 2013. Marketing Is from Mars, IT Is from Venus: Aligning the Worldviews for Firm
• Performance. Decision Sciences 44:1, 87-125. [Crossref]
• 63. Sanja Pekovic, Sylvie Rolland. 2012. An Empirical Investigation of the Effect of Customer Orientation on the Business

Performance of French Firms: A Firm-Level Analysis of Direct and Moderation Effects. Recherche et Applications en Marketing (English Edition) 27:4, 11-37. [Crossref]

• 64. Yao Fanfan. Knowledge management: Making a core competency in today's business world 118-121. [Crossref]
• 65. Minna Rollins, Danny N. Bellenger, Wesley J. Johnston. 2012. Does customer information usage improve a firm's performance

in business-to-business markets?. Industrial Marketing Management 41:6, 984-994. [Crossref]

• 66. Ruoyong Zhang, Dongliang Xu, Yanhai Zhao. Customer Knowledge Network Based on Service Interaction: A Typology and

Spiral Model 455-459. [Crossref]

Downloaded by Northumbria University Library At 23:34 01 November 2018 (PT)

• 67. Zhiyuan Li, Dinghua Wang, Xiao Ma. An Empirical Study of Organizational Learning's Influences on Customer Knowledge

Acquirement Ability 460-464. [Crossref]

• 68. Mamoun N. Akroush. 2012. Organizational capabilities and new product performance. Competitiveness Review 22:4, 343-365.

[Abstract] [Full Text] [PDF]

• 69. Paul Taylor‐West, Jim Saker. 2012. Computer assisted sales processes in automotive retailing. International Journal of Retail

& Distribution Management 40:7, 493-509. [Abstract] [Full Text] [PDF]

• 70. Tanika D Sofianti, Kadarsah Suryadi, Rajesri Govindaraju, Budhi Prihartono. Measuring the performance of customer

knowledge co-creation 285-290. [Crossref]

• 71. Ian Chaston. 2012. Entrepreneurship and knowledge management in small service-sector firms. The Service Industries Journal

32:6, 845-860. [Crossref]

• 72. Kaj Storbacka. 2012. Strategic account management programs: alignment of design elements and management practices. Journal
• f Business & Industrial Marketing 27:4, 259-274. [Abstract] [Full Text] [PDF]
• 73. Farhad Daneshgar, Mehri Parirokh. 2012. An Integrated Customer Knowledge Management Framework for Academic
• Libraries. The Library Quarterly 82:1, 7-28. [Crossref]
• 74. Arpita Khare, Sapna Rakesh. 2012. Customer Relationship Management through Mobile Technologies. International Journal
• f Information Systems and Social Change 3:4, 65-83. [Crossref]
• 75. Minna Rollins, Saara Pekkarinen, Mari Mehtälä. 2011. Inter‐firm customer knowledge sharing in logistics services: an

empirical study. International Journal of Physical Distribution & Logistics Management 41:10, 956-971. [Abstract] [Full Text] [PDF]

• 76. Silvia Martelo Landroguez, Carmen Barroso Castro, Gabriel Cepeda‐Carrión. 2011. Creating dynamic capabilities to increase

customer value. Management Decision 49:7, 1141-1159. [Abstract] [Full Text] [PDF]

• 77. Jun Du, Rong Song, Yuan-Yuan Jiao. Customer Knowledge Management of Mass Customization Enterprises Based Value

Chain 1-4. [Crossref]

• 78. Vandana Ahuja, Yajulu Medury. 2011. CRM in a Web 2.0 world: Using corporate blogs for campaign management. Journal
• f Direct, Data and Digital Marketing Practice 13:1, 11-24. [Crossref]
• 79. Norman May, Ulrich Scholten, Robin Fischer. Towards an Automated Gap Analysis for E-Service Portfolios 274-281.

[Crossref]

• 80. Hong Wang, Chuan Xie. 2011. Construction of Customer Knowledge Management Platform Based on TRIZ. Advanced

Materials Research 295-297, 1788-1793. [Crossref]

• 81. Lu Xu. Managing customer services: Customer knowledge management in service innovation 1-4. [Crossref]
• 82. Priyanko Guchait, Karthik Namasivayam, Pui‐Wa Lei. 2011. Knowledge management in service encounters: impact on

customers' satisfaction evaluations. Journal of Knowledge Management 15:3, 513-527. [Abstract] [Full Text] [PDF]

• 83. Martelo Landroguez Silvia, Barroso Castro Carmen, Cepeda Carrión Gabriel. 2011. CREANDO CAPACIDADES QUE

AUMENTEN EL VALOR PARA EL CLIENTE. Investigaciones Europeas de Dirección y Economía de la Empresa 17:2, 69-87. [Crossref]

• 84. Nick Bontis, David Richards, Alexander Serenko. 2011. Improving service delivery: Investigating the role of information

sharing, job characteristics, and employee satisfaction. The Learning Organization 18:3, 239-250. [Abstract] [Full Text] [PDF]

• 85. Nguyen Thu Huong, Umemoto Katsuhiro, Dam Hieu Chi. 2011. Knowledge Transfer in Offshore Outsourcing. Journal of

Global Information Management 19:2, 27-44. [Crossref]

• 86. S. Sulaiman, M.K.A. Ariffin, G.R. Esmaeilian, K. Faghihi, B.T.H.T. Baharudin. 2011. Customer Knowledge Management

Application in Malaysian Mobile Service Providers. Procedia Engineering 15, 3891-3895. [Crossref]

• 87. L. Y. A. Chen. Examining the mediating effect of innovative culture in the relationship between leadership and knowledge-

based customer relationship implementation 527-531. [Crossref]

• 88. Hanna Salojärvi, Liisa-Maija Sainio, Anssi Tarkiainen. 2010. Organizational factors enhancing customer knowledge utilization

in the management of key account relationships. Industrial Marketing Management 39:8, 1395-1402. [Crossref]

• 89. Farida Bhanu, D. Magiswary. Electronic Customer Relationship Management Systems (E-CRM): A knowledge management

perspective 409-413. [Crossref]

• 90. Arpita Khare. 2010. Online banking in India: An approach to establish CRM. Journal of Financial Services Marketing 15:2,

176-188. [Crossref]

• 91. Aiming Wang, Wei Wan. An Exploration of Job Rotation of Administrative Staff Members in High Education 1-4. [Crossref]

Downloaded by Northumbria University Library At 23:34 01 November 2018 (PT)

• 92. Hanna Salojärvi, Liisa‐Maija Sainio. 2010. Customer knowledge processing and key account performance. European Business

Review 22:3, 339-352. [Abstract] [Full Text] [PDF]

• 93. Michael Kyobe. 2010. A knowledge management approach to resolving the crises in the information systems discipline. Journal
• f Systems and Information Technology 12:2, 161-173. [Abstract] [Full Text] [PDF]
• 94. Yacine Rezgui, Christina J. Hopfe, Chalee Vorakulpipat. 2010. Generations of knowledge management in the architecture,

engineering and construction industry: An evolutionary perspective. Advanced Engineering Informatics 24:2, 219-228. [Crossref]

• 95. Ángel García-Crespo, Ricardo Colomo-Palacios, Juan Miguel Gómez-Berbís, Fernando Paniagua Martín. 2010. Customer

Relationship Management in Social and Semantic Web Environments. International Journal of Customer Relationship Marketing and Management 1:2, 1-10. [Crossref]

• 96. Yung-Hsin Chen, Shuo-Chang Tsai, Sheng-Tsung Hou, Long-Tai Chen. Measuring customer innovativeness via FuzzyART

network modeling 1558-1562. [Crossref]

• 97. Tao Wang, Chuanxin Peng, Nan Cui. The Effect of Knowledge Transfer Intention of Customer on Knowledge Transfer

Behavior: A Social Exchange Perspective 91-94. [Crossref]

• 98. Abdelkader Daghfous, Reza Barkhi. 2009. The strategic management of information technology in UAE hotels: An

exploratory study of TQM, SCM, and CRM implementations. Technovation 29:9, 588-595. [Crossref]

• 99. Rongyao Zhang, Rongqiu Chen, Yin Zhang. The Conceptual Model of the Service Supply Chain Research Based on Business

Processes 1-4. [Crossref]

• 100. Jun Fan, Yinli Ruan. Research of Building the Customer Knowledge Acquisition Model: Based on Social Capital 1-5. [Crossref]
• 101. Baolong Ma, Fei Li, Gao Wang, Lun Ran. Targeting Valuable Customers within a Retail Reward Program Database by RFMG

Model 1-4. [Crossref]

• 102. Jian Peng, Allan Lawrence, Tony Koo. 2009. Customer knowledge management in international project: a case study. Journal
• f Technology Management in China 4:2, 145-157. [Abstract] [Full Text] [PDF]
• 103. Kallol Das. 2009. Relationship marketing research (1994‐2006). Marketing Intelligence & Planning 27:3, 326-363. [Abstract]

[Full Text] [PDF]

• 104. Chike F. Oduoza, M. H. Xiong. 2009. A decision support system framework to process customer order enquiries in SMEs.

The International Journal of Advanced Manufacturing Technology 42:3-4, 398-407. [Crossref]

• 105. Aihie Osarenkhoe. 2009. An integrated framework for understanding the driving forces behind non‐sequential process of

internationalisation among firms. Business Process Management Journal 15:2, 286-316. [Abstract] [Full Text] [PDF]

• 106. Eleni K. Kevork, Adam P

. Vrechopoulos. 2009. CRM literature: conceptual and functional insights by keyword analysis. Marketing Intelligence & Planning 27:1, 48-85. [Abstract] [Full Text] [PDF]

• 107. Aurora Vizcaíno, Javier Portillo-Rodríguez, Juan Pablo Soto, Mario Piattini. Encouraging the Reuse of Knowledge in

Communities of Practice by Using a Trust Model 28-33. [Crossref]

• 108. . Touch Me Often but Not Deeply: Understanding the Interpersonal Style of the Petites Digerati 1-10. [Crossref]
• 109. Mei‐Yu Wang. 2008. Measuring e‐CRM service quality in the library context: a preliminary study. The Electronic Library

26:6, 896-911. [Abstract] [Full Text] [PDF]

• 110. CHALEE VORAKULPIPAT, YACINE REZGUI. 2008. Value creation: the future of knowledge management. The Knowledge

Engineering Review 23:03. . [Crossref]

• 111. Aihie Osarenkhoe. 2008. What characterises the culture of a market-oriented organisation applying a customer-intimacy

philosophy?. Journal of Database Marketing & Customer Strategy Management 15:3, 169-190. [Crossref]

• 112. Zhang Hongqi, Lu Ruoyu. A model for the relationship between Customer Knowledge Management and Service Innovation

Capability 1-5. [Crossref]

• 113. Chalee Vorakulpipat, Yacine Rezgui. 2008. An evolutionary and interpretive perspective to knowledge management. Journal
• f Knowledge Management 12:3, 17-34. [Abstract] [Full Text] [PDF]
• 114. Marta Valsecchi, Filippo Maria Renga, Andrea Rangone. 2007. Mobile customer relationship management: an exploratory

analysis of Italian applications. Business Process Management Journal 13:6, 755-770. [Abstract] [Full Text] [PDF]

• 115. Jaakko Sinisalo, Jari Salo, Heikki Karjaluoto, Matti Leppäniemi. 2007. Mobile customer relationship management: underlying

issues and challenges. Business Process Management Journal 13:6, 771-787. [Abstract] [Full Text] [PDF]

• 116. Subaji Mohan, Eunmi Choi. Meta-Modeling Approach of Building CRM System Using GME-MOF 1644-1649. [Crossref]
• 117. Yan Li, Zetian Fu. A Framework of Knowledge Transfer Process in Expert System Development 5592-5595. [Crossref]

Downloaded by Northumbria University Library At 23:34 01 November 2018 (PT)

• 118. Reiny Iriana, Francis Buttle. 2007. Strategic, Operational, and Analytical Customer Relationship Management. Journal of

Relationship Marketing 5:4, 23-42. [Crossref]

• 119. Abou-Bakr Abdel-Moteleb, Mark Woodman. 2007. Towards a Knowledge Management System Development Method:

Critique of Some Relevant Theories and Methodologies. Journal of Information & Knowledge Management 06:01, 33-43. [Crossref]

• 120. Malte Geib, Lutz M. Kolbe, Walter Brenner. 2006. CRM collaboration in financial services networks: a multi‐case analysis.

Journal of Enterprise Information Management 19:6, 591-607. [Abstract] [Full Text] [PDF]

• 121. M.H. Xiong, S.B. Tor, Rohit Bhatnagar, L.P

. Khoo, S. Venkat. 2006. A DSS approach to managing customer enquiries for SMEs at the customer enquiry stage. International Journal of Production Economics 103:1, 332-346. [Crossref]

• 122. Adrian Bueren, Ragnar Schierholz, Lutz M. Kolbe, Walter Brenner. 2005. Improving performance of customer‐processes with

knowledge management. Business Process Management Journal 11:5, 573-588. [Abstract] [Full Text] [PDF]

• 123. Ravi Shankar, Amol Gupta. 2005. Towards framework for knowledge management implementation. Knowledge and Process

Management 12:4, 259-277. [Crossref]

• 124. Matthias Meyer, Lutz M. Kolbe. 2005. Integration of customer relationship management: status quo and implications for

research and practice. Journal of Strategic Marketing 13:3, 175-198. [Crossref]

• 125. Harald Salomann, Malte Dous, Lutz Kolbe, Walter Brenner. 2005. Rejuvenating Customer Management:. European

Management Journal 23:4, 392-403. [Crossref]

• 126. G. Camponovo, Y. Pigneur, A. Rangone, F. Renga. Mobile customer relationship management: an explorative investigation
• f the Italian consumer market 42-48. [Crossref]
• 127. Tian-Xue Feng, Jin-Xin Tian. Customer knowledge management and condition analysis of successful CKM implementation

2239-2244 Vol. 4. [Crossref]

• 128. M. Geib, A. Reichold, L. Kolbe, W. Brenner. Architecture for Customer Relationship Management Approaches in Financial

Services 240b-240b. [Crossref]

• 129. M. Rollins, A. Halinen. Customer Knowledge Management Competence: Towards a Theoretical Framework 240a-240a.

[Crossref]

• 130. M. Meyer. Multidisciplinarity of CRM Integration and Its Implications 240c-240c. [Crossref]
• 131. Ángel García-Crespo, Ricardo Colomo-Palacios, Juan Miguel Gómez-Berbís, Fernando Paniagua Martín. Customer

Relationship Management in Social and Semantic Web Environments 83-92. [Crossref]

• 132. Samiha Mjahed, Abdelfattah Triki. A Knowledge Management Approach to Marketing and the Advent of Customer

Knowledge Management 1030-1050. [Crossref]

• 133. Nguyen Thu Huong, Umemoto Katsuhiro, Dam Hieu Chi. Knowledge Transfer in Offshore Outsourcing 110-128. [Crossref]
• 134. Mohammad Fateh Ali Khan Panni. CKM and Its Influence on Organizational Marketing Performance 103-125. [Crossref]
• 135. Joseph O. Chan. An Enterprise Model for Customer-Centric Knowledge Management and Knowledge-Oriented Customer

Relationship Management 394-413. [Crossref]

• 136. Dora Simões, Sandra Filipe. Impact of 2.0 on Contemporary Marketing 367-388. [Crossref]
• 137. Rawan Khasawneh, Ameen Alazzam. Towards Customer Knowledge Management (CKM) 109-121. [Crossref]
• 138. Satyendra C. Pandey, Mahendra Kumar Shukla, Upendra K. Maurya. Managing Customer Knowledge in Service Economy

417-428. [Crossref]

• 139. Marcirio Silveira Chaves, Cássia Trojahn, Cristiane Drebes Pedron. A Framework for Customer Knowledge Management based
• n Social Semantic Web 1503-1519. [Crossref]
• 140. Satyendra C. Pandey, Mahendra Kumar Shukla, Upendra K. Maurya. Managing Customer Knowledge in Service Economy

907-918. [Crossref]

• 141. Rawan Khasawneh, Ameen Alazzam. Customer Knowledge Management (CKM) 1-15. [Crossref]
• 142. Mohammad Fateh Ali Khan Panni. Basic Model of CKM in Terms of Marketing Performance and Some Important

Antecedents and Dimensions 119-148. [Crossref]

• 143. Abu baker Ramadan Mohamed Hussain. Can Zakat Institutions Adopt Consumer-Centric Knowledge Management

Successfully to Alleviate Poverty? 507-532. [Crossref]

• 144. Ming-Chang Lee. Business Intelligence, Knowledge Management, and Customer Relationship Management Technological

Support in Enterprise Competitive Competence 243-262. [Crossref]

• 145. Rawan Khasawneh, Ameen Alazzam. Towards Customer Knowledge Management (CKM) 31-43. [Crossref]

Downloaded by Northumbria University Library At 23:34 01 November 2018 (PT)

• 146. Dora Simões, Sandra Filipe. Impact of 2.0 on Contemporary Marketing 767-788. [Crossref]
• 147. Mohammad Fateh Ali Khan Panni. CKM and Its Influence on Organizational Marketing Performance 1442-1463. [Crossref]
• 148. Fatemeh Najafloo, Hatef Rasouli, Mehdi Shamizanjani. CKM 2.0 130-154. [Crossref]
• 149. Ming-Chang Lee. Business Intelligence, Knowledge Management, and Customer Relationship Management Technological

Support in Enterprise Competitive Competence 216-233. [Crossref]

• 150. Kaouther Jridi, Dhouha Jaziri-Bouagina, Abdelfattah Triki. The SCM, CRM Information System, and KM – An Integrating

Theoretical View 239-254. [Crossref]

• 151. Olayiwola W. Bello, Modupe Folarin, Nasir Faruk. Towards a Framework for Integrating Social Media, Customer Relationship,

and Knowledge Management 11-44. [Crossref]

• 152. Ameen Al-Azzam, Rawan T. Khasawneh. Social Customer Relationship Management (SCRM) 45-58. [Crossref]
• 153. Mohammad Fateh Ali Khan Panni. Basic Model of CKM in Terms of Marketing Performance and Some Important

Antecedents and Dimensions 617-648. [Crossref]

• 154. Dhouha Jaziri-Bouagina. The Tacit Knowledge Through the Customer Experience 1-29. [Crossref]
• 155. Brijesh Kumar Yadav, Abhijeet Singh. Analyzing the Influence of Customer Relationship Management on Firm Performance

1590-1622. [Crossref]

• 156. Wen-Jang Jih, Su-Fang Lee, Yuan-Cheng Tsai. Effects of Web-based Customer relationship management on Customer

Satisfaction 305-323. [Crossref]

• 157. Zaigham Mahmood. Knowledge Management in E-Commerce 84-95. [Crossref]
• 158. . An Agent System to Manage Knowledge in CoPs 80-98. [Crossref]
• 159. Debbie Richards. Collaborative Knowledge Management in the Call Center 1366-1380. [Crossref]
• 160. Marcirio Silveira Chaves, Cássia Trojahn, Cristiane Drebes Pedron. A Framework for Customer Knowledge Management based
• n Social Semantic Web 141-157. [Crossref]
• 161. Abu Baker Ramadan Mohamed Hussain. Consumer Centric Knowledge Management in Zakat Institutions as Strategic

Approach to Reduce Poverty 64-84. [Crossref]

• 162. Kamla Ali Al-Busaidi. Effective Tools for Customer Knowledge Management 102-123. [Crossref]
• 163. Joseph O. Chan. An Enterprise Model for Customer-Centric Knowledge Management and Knowledge-Oriented Customer

Relationship Management 203-222. [Crossref]

• 164. Samiha Mjahed, Abdelfattah Triki. A Knowledge Management Approach to Marketing and the Advent of Customer

Knowledge Management 264-284. [Crossref]

• 165. Abu Baker Ramadan Mohamed Hussain. Can Zakat Institutions Adopt Consumer-Centric Knowledge Management

Successfully to Alleviate Poverty? 1560-1586. [Crossref]

Downloaded by Northumbria University Library At 23:34 01 November 2018 (PT)