A novel customer knowledge management analysis model: With a case study in hospitality

Xuelian Liu*, Nopasit Chakpitak, Pitipong Yodmongkol, Shuang Cang

*Corresponding author for this work

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

Abstract

Customer knowledge management process with models can help managers to find the real value chain in business. This paper proposes a novel two-dimension customer knowledge management analysis model, which make customer knowledge more understandable and manageable. A case study is illustrated and shows the application of the CKM model in customer processes can lead to increased process performance.

Original languageEnglish
Title of host publicationWIT Transactions on Information and Communication Technologies
PublisherWITPress
Pages101-109
Number of pages9
Volume61
ISBN (Electronic)9781845649401
Publication statusPublished - 2014
Event2013 International Conference on Management Innovation and Information Technology, MIIT 2013 - Wuhan, China
Duration: 7 Dec 20138 Dec 2013

Conference

Conference2013 International Conference on Management Innovation and Information Technology, MIIT 2013
Country/TerritoryChina
CityWuhan
Period7/12/138/12/13

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