 Going beyond technology: Knowledge sharing as a tool for enhancing customer-oriented attitudesIris Reychav and Jacob Weisberg International Journal of Information Management, 2009, vol. 29, issue 5, 353-361 Abstract: Numerous articles, books and essays have shown that ongoing efforts to meet customers’ needs characterize market leaders. For a firm to successfully develop customer-oriented attitudes throughout the entire organization, employees at all levels and sections need to be committed to providing a high level of service. It is therefore essential to understand what drives employees – especially those who do not interact daily with customers – to adopt a customer-oriented attitude. The aim of this study is to shed some light on one facet of this relationship, namely the mechanism of knowledge sharing that may impact employee customer orientation. The underlying notion is that technology, in its various advanced forms of CRM software, enhances and enables client “knowing.” In other words, it leads to a greater ability on the part of employees to share knowledge, which brings about real customer orientation. Keywords: Explicit knowledge sharing; Tacit knowledge sharing; Customer-oriented attitudes (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:eee:ininma:v:29:y:2009:i:5:p:353-361 DOI: 10.1016/j.ijinfomgt.2008.11.005 Access Statistics for this article International Journal of Information Management is currently edited by Yogesh K. Dwivedi More articles in International Journal of Information Management from Elsevier |
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