Customer knowledge management

M García-Murillo () and H Annabi
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M García-Murillo: Syracuse University
H Annabi: Syracuse University

Journal of the Operational Research Society, 2002, vol. 53, issue 8, 875-884

Abstract: Abstract Customer knowledge has received little attention in the knowledge management literature. The authors of this exploratory study argue that practices in marketing and customer relationship management have not been able to capture knowledge from customers that comes from social interactions with firm employees. The authors propose a three-step model by which companies can obtain this knowledge. The model's theoretical base comes from the information retrieval and socialization concepts of the knowledge management literature. The paper identifies cultural changes required to make this process successful.

Keywords: retail; customer knowledge; knowledge management; management learning; customer relationship management; customer knowledge management (search for similar items in EconPapers)
Date: 2002
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Citations: View citations in EconPapers (21)

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DOI: 10.1057/palgrave.jors.2601365

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