Open Access

The Impact of Digitalization on Customer Knowledge Management


Cite

Ahmed, U. M., Kristal, M. M., & Pagell, M. (2014). Impact of operational and marketing capabilities on firm performance: Evidence from economic growth and downturns. International Journal of Production Economics, 154, 59-71. https://doi.org/10.1016/j.ijpe.2014.03.025Search in Google Scholar

Alegre, J., Kishor, S., & Lapiedra, R. (2013). Knowledge management and innovation performance in a high-tech SMEs industry. International Small Business Journal, 31(4), 454–470. https://doi.org/10.1177/0266242611417472Search in Google Scholar

Attafar, A., Sadidi, M., Attafar, H., & Shahin, A. (2013). The role of customer knowledge management (CKM) in improving organization-customer relationships. Middle-East Journal of Scientific Research, 13(6), 829-835. https://doi.org/10.5829/idosi.mejsr.2013.13.6.2533Search in Google Scholar

Belkahla, W., & Triki, A. (2011), Customer knowledge enabled innovation capability: proposing a measurement scale, Journal of Knowledge Management, 15(4), 648-674. https://doi.org/10.1108/13673271111152009Search in Google Scholar

Bertrand, P., & Dammak A. (2017), The implementation of the Internet of Things: What impact on organizations? Technological Forecasting and Social Change, 140, 140-146. https://doi.org/10.1016/j.techfore.2018.03.012Search in Google Scholar

Bratianu, C. (2002). Management strategic. Universitaria.Search in Google Scholar

Bratianu, C. (2007). An integrated perspective on the organizational intellectual capital. Review of Management and Economical Engineering, 6(5), 107-112.Search in Google Scholar

Bratianu, C. (2018). A holistic approach to knowledge risk. Management Dynamics in the Knowledge Economy, 6(4), 593-607. https://10.25019/MDKE/6.4.06Search in Google Scholar

Bratianu, C. (2022). Knowledge strategies. Cambridge University Press.Search in Google Scholar

Bratianu, C., & Bejinaru, R. (2023). From knowledge to wisdom: Looking beyond the knowledge hierarchy. Knowledge, 3(2), 196-214. https://doi.org/10.3390/knowledge3020014Search in Google Scholar

Bratianu, C., Stanescu, D. F., & Mocanu, F. (2021). Exploring the knowledge management impact on business education. Sustainability, 13(4), 2313, 1-16. https://doi.org/10.3390/su13042313Search in Google Scholar

Butler, Y. (2000). Knowledge management - If only you knew what you knew. The Australian Library Journal Volume, 49(1), 31–43. https://doi.org/10.1080/00049670.2000.10755905Search in Google Scholar

Byukusenge, E., &. Munene, J. C. (2017). Knowledge management and business performance: Does innovation matter? Cogent Business & Management, 4(1), 1368434. https://doi.org/10.1080/23311975.2017.1368434Search in Google Scholar

Castagna, F., Centobelli, P., Cerchione, R., Esposito, E., Oropallo, E., & Passaro, R. (2020). Customer knowledge management in SMEs facing digital transformation. Sustainability, 12(9), 3899. https://doi.org/10.3390/su12093899Search in Google Scholar

Chen, C. J., & Huang, J. W. (2009). Strategic human resource practices and innovation performance: the mediating role of knowledge management capacity. Journal of Business Research, 62(1), 104–114. https://doi.org/10.1016/j.jbusres.2007.11Search in Google Scholar

Christofi, M., Vrontis, D., Leonidou, E., & Thrassou, A. (2018). Customer engagement through choice in cause-related marketing: a potential for global competitiveness. International Marketing Review, 37(4), 621-650. https://doi.org/10.1108/IMR-04-2018-0133Search in Google Scholar

Chua, A. Y. K., & Banerjee, S. (2013). Customer knowledge management via social media: the case of Starbucks. Journal of Knowledge Management, 17(2), 237–249. https://doi.org/10.1108/13673271311315196Search in Google Scholar

Cui, A. S., & Wu, F. (2018). Utilizing customer knowledge in innovation: Antecedents and impact of customer involvement on new product performance. Journal of the Academy of Marketing Science, 44(4), 516–538. https://doi.org/10.1007/s11747-015-0433-xSearch in Google Scholar

Davenport, T. H., & Prusak, L. (1998). Working knowledge: How organizations manage what they know. Harvard Business School Press. https://doi.org/10.1145/348772.348775Search in Google Scholar

Desouza, K. C., & Awazu, Y. (2005). Engaging with customer knowledge management. Engaged Knowledge Management. Palgrave Macmillan. https://doi.org/10.1057/9780230006072_7Search in Google Scholar

Dimitrova, V., Kaneva, M., & Gallucci, T. (2009). Customer knowledge management in the natural cosmetics industry. Industrial Management & Data Systems, 109(9), 1155-1165. https://doi.org/10.1108/02635570911002243Search in Google Scholar

Du Plessis, M., & Boon, J. (2004). Knowledge management in eBusiness and customer relationship management: South African case study findings. International Journal of Information Management, 24(1), 73–86. https://doi.org/10.1016/j.ijinfomgt.2003.10.002Search in Google Scholar

Faase, R., Helms, R., & Spruit, M. (2011). Web 2.0 in the CRM domain: defining social CRM. International Journal of Electronic Customer Relationship Management, 5(1), 1-22. https://doi.org/10.1504/IJECRM.2011.039797Search in Google Scholar

Fidel, P., Schlesinger, W., & Cervera, A. (2015). Collaborating to innovate: Effects on customer knowledge management and performance. Journal of Business Research, 68(7), 1426-1428. https://doi.org/10.1016/j.jbusres.2015.01.026Search in Google Scholar

Garcia-Murilo, M., & Annabi, H. (2002). Customer knowledge management. Journal of the Operational Research Society, 53(8), 875–884. https://doi.org/10.1057/palgrave.jors.2601365Search in Google Scholar

Gebert, H., Geib, M., Kolbe, L., & Brenner, W. (2003). Knowledge-enabled customer relationship management: integrating customer relationship management and knowledge management concepts. Journal Of Knowledge Management, 7(5), 107–123. https://doi.org/10.1108/13673270310505421Search in Google Scholar

Gebert, H., Geib, M., Kolbe, L., & Riempp, G. (2002, December 10-13). Towards customer knowledge management: integrating customer relationship management and knowledge management concepts [Paper presentation]. 2nd International Conference on Electronic Business „ICEB”, Taipei, Taiwan.Search in Google Scholar

Gibbert, M., Leibold, M., & Gilbert, P. (2002). Five styles of customer knowledge management, and how smart companies use them to create value. European Management Journal, Elsevier, 20(5), 459-469.Search in Google Scholar

Gold, A., Malhotra, A., & Segars, A. (2001). Knowledge management: An organizational capabilities perspective. Journal of Management Information Systems, 18(1), 185-214. https://www.jstor.org/stable/40398521Search in Google Scholar

Goodhue, D., Wixom, B., & Watson, H. J. (2002). Realizing business benefits through CRM: Hitting the right target in the right way. MIS Quarterly Executive, 1(2), 79-90.Search in Google Scholar

Gupta, A. (2017). Enhancing organizational competitive advantage through integration of customer relationship management and knowledge management. Journal in Management & Social Science, 5(6), 178-186.Search in Google Scholar

Harrison, T. M., & Barthel, B. (2009). Wielding new media in Web 2.0: Exploring the history of engagement with the collaborative construction of media products. New Media & Society, 11(1-2), 155-178. https://doi.org/10.1177/1461444808099580Search in Google Scholar

Holsapple, C. W., Shih-Hui Hsiao, S. H., & Pakath, R., (2018). Business social media analytics: Characterization and conceptual framework. Decision Support Systems, 110, 32-45. https://doi.org/10.1016/j.dss.2018.03.004Search in Google Scholar

Huang, M. H., & Rust, R. T. (2017). Technology-driven service strategy. Journal of the Academy of Marketing Science, 45(6), 906-924. https://doi.org/10.1007/s11747-017-0545-6Search in Google Scholar

Irani, Z., Sharif, A. M., Papadopoulos, T., & Love, P. E. (2017). Social media and web 2.0 for knowledge sharing in product design. Production Planning & Control, 28(13), 1047-1065. https://doi.org/10.1080/09537287.2017.1329955Search in Google Scholar

Jaziri, D. (2019). The advent of customer experiential knowledge management approach (CEKM): The integration of offline & online experiential knowledge. Journal of Business Research, 94, 241–256. https://doi.org/10.1016/j.jbusres.2018.05.029Search in Google Scholar

Kannan, P. K., & Li, H. A. (2017). Digital marketing: A framework, review and research agenda. International Journal of Research in Marketing, 34(1), 22–45. https://doi.org/10.1016/j.ijresmar.2016.11.006Search in Google Scholar

Kaplan, A. M., & Haenlein, M. (2010). Users of the world, unite! The challenges and opportunities of social media. Business Horizons, 53(1), 59-68. https://doi.org/10.1016/j.bushor.2009.09.003Search in Google Scholar

Khosravi, A., Hussin, A. R., & Nilashi, M. (2018). Toward software quality enhancement by Customer Knowledge Management in software companies. Telematics Informatics, 35(1), 18-37. https://doi.org/10.1016/j.tele.2017.09.007Search in Google Scholar

Lin, H. F. (2007). Knowledge sharing and firm innovation capability: An empirical study. International Journal of Manpower, 28(3/4), 315–332. https://doi.org/10.1108/01437720710755272Search in Google Scholar

Liu, B. (2012). Sentiment analysis and opinion mining, Synthesis Lectures on Human Language Technologies (SLHLT). Springer International Publishing. https://link.springer.com/book/10.1007/978-3-031-02145-9Search in Google Scholar

Lopez-Nicolas, C., & Molina-Castillo, F. J. (2008). Customer Knowledge Management and E-commerce: The role of customer perceived risk, International Journal of Information Management, 28(2), 102-113. https://doi.org/10.1016/j.ijinfomgt.2007.09.001Search in Google Scholar

Moore, J. F. (1996). The death of competition: Leadership and strategy in the age of business ecosystem. John Wiley & Sons.Search in Google Scholar

Narver, J. C., Slater, S. F., & MacLachlan, D. L. (2004). Responsive and proactive market orientation and new-product success. Journal of Product Innovation Management, 21(5), 334–347. https://doi.org/10.1111/j.0737-6782.2004.00086.xSearch in Google Scholar

Panesar, S., Singh, L., & Markeset, T. (2008). Development of a framework for industrial service innovation management and coordination. Journal of Quality in Maintenance Engineering, 14(2), 177–193. https://doi.org/10.1108/13552510810877674Search in Google Scholar

Pauget, B., & Dammak, A., (2019). The implementation of the Internet of Things: What impact on organizations? Technological Forecasting and Social Change, 140, 140-146. https://doi.org/10.1016/j.techfore.2018.03.012Search in Google Scholar

Pino, G., Peluso, A. M., Del Vecchio, P., Ndou, V., Passiante, G., & Guido, G. (2018). A methodological framework to assess social media strategies of event and destination management organizations. Journal of Hospitality Marketing & Management, 28(2), 189-216. https://doi.org/10.1080/19368623.2018.151659Search in Google Scholar

Rollins, M., & Halinen, A. (2005, January 6). Customer knowledge management competence: Towards a theoretical framework [Paper presentation]. 38th Hawaii International Conference on System Sciences “HICSS”, Big Island, USA.Search in Google Scholar

Rowley, J. (2002a). Eight questions for customer knowledge management in e-business. Journal of Knowledge Management, 6(5), 500–511. https://doi.org/10.1108/13673270210450441Search in Google Scholar

Rowley, J. (2002b). Information marketing in a digital world. Library Hi Tech, 20(3), 352–358. https://doi.org/10.1108/07378830210444540Search in Google Scholar

Shah, N., Zehri, A. W., Saraih, U. N., Abdelwahed, N. A. A., & Soomro, B. A. (2023). The role of digital technology and digital innovation towards firm performance in a digital economy. Kybernetes. https://doi.org/10.1108/K-01-2023-0124Search in Google Scholar

Sijabat, R., (2022). The effects of business digitalization and knowledge management practices on business performance: Findings from Indonesian micro, small, and medium enterprises, BISNIS & BIROKRASI: Jurnal Ilmu Administrasi dan Organisasi, 29(2), 191-116. https://doi.org/10.20476/jbb.v29i2.1350Search in Google Scholar

Sofianti, T. D., Suryadi, K., Govindaraju, R., & Prihartono, B. (2010, June 30 - July 2). Customer knowledge co-creation process in new product development [Paper presentation]. World Congress on Engineering, London, U.K.Search in Google Scholar

Sundaram, S., Schwarz, A., Jones, E., & Chin, W. W. (2007). Technology use on the front line: how information technology enhances individual performance. Journal of the Academy of Marketing Science, 35, 101-112. https://doi.org/10.1007/S11747-006-0010-4Search in Google Scholar

Taghizadeh, S. K., Rahman, S. A., & Hossain, M. M. (2017). Knowledge from the customer, for the customer, or about the customer: Which triggers innovation capability the most? Journal of Knowledge Management, 22(1), 162-182. https://doi.org/10.1108/JKM-12-2016-0548Search in Google Scholar

Tsai, W., & Lu, Q. (2018). Culture, emotion suppression and disclosure, and health. Social and Personality Psychology Compass, 12(3), e12373. https://doi.org/10.1111/spc3.12373Search in Google Scholar

Usai, F., Fiano, A., Messeni Petruzzelli, P., Paoloni, M., Farina Briamonte, B., & Orlando, B. (2021). Unveiling the impact of the adoption of digital technologies on firms’ innovation performance. Journal of Business Research, 133, 327-336. https://doi.org/10.1016/j.jbusres.2021.04.035Search in Google Scholar

Wang, H., & Yu, Z. (2010, May 3). The research of customer knowledge management in CRM [Paper presentation]. International Conference on Intelligent Computation Technology and Automation, Vol. 3, Massachusetts, USA.Search in Google Scholar

Wilhelm, S., Gueldenberg, S., & Güttel, W. (2013). Do you know your valuable customers? Journal of Knowledge Management, 17(5), 661–676. https://doi.org/10.1108/JKM-12-2012-0385Search in Google Scholar

Xuelian, L., Chakpitak, N., & Yodmongkol, P. (2015). A Novel two-dimension’ customer knowledge analysis model. Asian Social Science, 11(16), 257-266. http://dx.doi.org/10.5539/ass.v11n16p257Search in Google Scholar

Zack, M., McKeen, J., & Singh, S. (2009). Knowledge management and organizational performance: An exploratory analysis. Journal of Knowledge Management, 13(6), 392–409. https://doi.org/10.1108/13673270910997088Search in Google Scholar

Zhang, Z. J. (2011). Customer knowledge management and the strategies of social software. Business Process Management Journal, 17(1), 82-106. https://doi.org/10.1108/14637151111105599Search in Google Scholar