The Effect Knowledge Process on Customer Knowledge Expansion
The paper aim is to investigate how knowledge process from customers is used in practice by Jordanian companies to achieve customer knowledge expansion. One hundred and fifty six questionnaires drawn randomly reported and investigated from three software business solution companies developing Customer Relationship Management (CRM) system, and four companies using it.
Results from analysis pointed that the knowledge process from customers had a positive effect on customer knowledge expansion. The paper also confirmed the hypotheses of the effect of knowledge processes from customers on customer expansion. The findings did reveal the potential relationship between the knowledge processes from customers and customer 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.
||KM, Customer Knowledge, Process from Knowledge, Customer Knowledge Expansion
International Journal of Knowledge, Culture and Change Management, Volume 10, Issue 2, pp.181-198.
Article: Print (Spiral Bound).
Article: Electronic (PDF File; 718.630KB).
Associate Professor, Department of Accounting & MIS, King Fahd University of Petroleum and Minerals, Dhahran, Eastern Province, Saudi Arabia
Dr. Amine Nehari Talet is an Associate Professor, MIS KFUPM, teaching undergraduate and postgraduate courses, 21 years teaching experience He has authored many articles in Information Systems, E-learning and knowledge Management. He is member International Association for Computer Information Systems (IACIS) editorial for many Journals, and IBIMA Conference Advisory Committee. He has been awarded a certificate on Online teaching from University Illinois October 2005.
Assistant Professor, Management Information System, Applied Science Private University, Amman, Amman, Jordan
Dr.Samer Alhawari has a PhD in Management Information Systems from the Arab Academy for Banking and Financial Sciences, Amman-Jordan. He is an assistant professor in the Department of Management Information System at the Applied Science Private University, Jordan. His research interest includes Knowledge Management, Customer Relationship Management, Customer knowledge Management, Risk Management, Strategic Management, Information Systems, Data mining, and Text Categorization. Dr. Alhawari has published 24 articles in refereed journal as well as national and international conference proceedings.
Head of MIS Department & Assistant Professor, MIS Department at Applied Science University, Applied Science Private University, Amman, Amman, Jordan
Dr. Ebrahim Mansour is an Assistant Professor and Head of MIS Department at Applied Science University, Amman, Jordan. He has a PhD in Financial Information Systems from Brunel University, London, UK. Dr Mansour research Interest includes but not limited to Financial and Accounting Information Systems, Knowledge Management, Decision Support Systems, E-Business and Simulation. Dr. Mansour has published more than 10 articles in refereed journal as well as national and international conference proceedings.
Assistant Professor, Management Information System, The Arab Academy for Banking and Financial Sciences, Amman, Amman, Jordan
Haroun Alryalat is a general Manager of Center for Banking and Financial Consultancy and assistant professor in the Department of Management Information System at the Arab Academy for Banking and Financial Sciences. He received a PhD in Information Systems from Brunel University, U.K. He received a BSc in politics and economics from the University of Jordan. He obtained his high diploma in commercial banking and his MSc in financial market from the Arab Academy for Banking and Financial Sciences. Haroun's research interests are in Information Systems, methods of automating the process of trading in financial markets, Customer Relationship Management, and meta-analysis in information systems. He has written more than 29 papers for academic journals and international conferences on these topics. He taught 24 different modules in finance and information systems in various universities.
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