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

Xuelian Liu; Nopasit Chakpitak; Pitipong Yodmongkol; Shuang Cang

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

Marketing Operations and Systems Department

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-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 language	English
Title of host publication	WIT Transactions on Information and Communication Technologies
Publisher	WITPress
Pages	101-109
Number of pages	9
Volume	61
ISBN (Electronic)	9781845649401
Publication status	Published - 2014
Event	2013 International Conference on Management Innovation and Information Technology, MIIT 2013 - Wuhan, China Duration: 7 Dec 2013 → 8 Dec 2013

Conference

Conference	2013 International Conference on Management Innovation and Information Technology, MIIT 2013
Country/Territory	China
City	Wuhan
Period	7/12/13 → 8/12/13

Keywords

Customer knowledge
Knowledge co-creation
Knowledge management
Process management

Cite this

@inproceedings{b068d32fb9814cfabc2f7d1e666ab4d7,

title = "A novel customer knowledge management analysis model: With a case study in hospitality",

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.",

keywords = "Customer knowledge, Knowledge co-creation, Knowledge management, Process management",

author = "Xuelian Liu and Nopasit Chakpitak and Pitipong Yodmongkol and Shuang Cang",

year = "2014",

language = "English",

volume = "61",

pages = "101--109",

booktitle = "WIT Transactions on Information and Communication Technologies",

publisher = "WITPress",

address = "United Kingdom",

note = "2013 International Conference on Management Innovation and Information Technology, MIIT 2013 ; Conference date: 07-12-2013 Through 08-12-2013",

}

TY - GEN

T1 - A novel customer knowledge management analysis model

T2 - 2013 International Conference on Management Innovation and Information Technology, MIIT 2013

AU - Liu, Xuelian

AU - Chakpitak, Nopasit

AU - Yodmongkol, Pitipong

AU - Cang, Shuang

PY - 2014

Y1 - 2014

N2 - 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.

AB - 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.

KW - Customer knowledge

KW - Knowledge co-creation

KW - Knowledge management

KW - Process management

M3 - Conference contribution

AN - SCOPUS:84907865094

VL - 61

SP - 101

EP - 109

BT - WIT Transactions on Information and Communication Technologies

PB - WITPress

Y2 - 7 December 2013 through 8 December 2013

ER -

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

Abstract

Conference

Keywords

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Cite this