東華大學圖書館 |

Language: English

Help

回圖書館首頁

手機版館藏查詢

Back

Switch To: Labeled | MARC Mode | ISBD

Knowledge management driving custome...

Ventaglio, Daniele.

Linked to FindBook

Google Book

Amazon

博客來

Knowledge management driving customer behavior.

Record Type:	Language materials, printed : Monograph/item
Title/Author:	Knowledge management driving customer behavior./
Author:	Ventaglio, Daniele.
Description:	76 p.
Notes:	Source: Masters Abstracts International, Volume: 52-01.
Contained By:	Masters Abstracts International52-01(E).
Subject:	Business Administration, Management. -
Online resource:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=1541786
ISBN:	9781303249990

Knowledge management driving customer behavior.
Ventaglio, Daniele.

Knowledge management driving customer behavior. - 76 p.

Source: Masters Abstracts International, Volume: 52-01.

Thesis (M.S.)--Pepperdine University, 2013.

Addressing the needs and wants of the customers increases the intention of the customers to remain loyal to the company that satisfies their wants and needs. Knowledge Management (KM) and Customer Relationship Management (CRM) have both been shown to impact customer behavior. The purpose of this thesis was to explore and understand the impact of KM supported by a CRM on customer behaviors, specifically customer loyalty and customer perceived value. The results indicate that in order for KM and CRM to be effective in affecting positive changes in organizations, certain conditions need to be met. These include having employees perceive the importance of the implementation of KM and CRM approaches / processes through incorporating both KM and CRM in the business culture. All employees of all levels of the company need to have the same objective, scope and roles and responsibilities are clear defined and communicated. Both KM and CRM end-to-end processes need to be supported by one stable, easy to use, and easily accessible system with a high sophisticated search engine. The significance of this study is three-fold: for the academic community, for the companies that aim to attain competitive advantage over others, and for the customers of these companies.

ISBN: 9781303249990Subjects--Topical Terms:

626628
Business Administration, Management.

Knowledge management driving customer behavior.
LDR:02084nam a2200277 4500 001 1964195
005 20141015113809.5
008 150210s2013 ||||||||||||||||| ||eng d
020 $a 9781303249990
035 $a (MiAaPQ)AAI1541786
035 $a AAI1541786
040 $a MiAaPQ $c MiAaPQ
100 1 $a Ventaglio, Daniele. $3 2100601
245 1 0 $a Knowledge management driving customer behavior.
300 $a 76 p.
500 $a Source: Masters Abstracts International, Volume: 52-01.
500 $a Adviser: Gary Mangiofico.
502 $a Thesis (M.S.)--Pepperdine University, 2013.
520 $a Addressing the needs and wants of the customers increases the intention of the customers to remain loyal to the company that satisfies their wants and needs. Knowledge Management (KM) and Customer Relationship Management (CRM) have both been shown to impact customer behavior. The purpose of this thesis was to explore and understand the impact of KM supported by a CRM on customer behaviors, specifically customer loyalty and customer perceived value. The results indicate that in order for KM and CRM to be effective in affecting positive changes in organizations, certain conditions need to be met. These include having employees perceive the importance of the implementation of KM and CRM approaches / processes through incorporating both KM and CRM in the business culture. All employees of all levels of the company need to have the same objective, scope and roles and responsibilities are clear defined and communicated. Both KM and CRM end-to-end processes need to be supported by one stable, easy to use, and easily accessible system with a high sophisticated search engine. The significance of this study is three-fold: for the academic community, for the companies that aim to attain competitive advantage over others, and for the customers of these companies.
590 $a School code: 6009.
650 4 $a Business Administration, Management. $3 626628
650 4 $a Business Administration, Entrepreneurship. $3 1026793
690 $a 0454
690 $a 0429
710 2 $a Pepperdine University. $b Organizational Development. $3 1674212
773 0 $t Masters Abstracts International $g 52-01(E).
790 $a 6009
791 $a M.S.
792 $a 2013
793 $a English
856 4 0 $u http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=1541786