Customer Knowledge Management (CKM): Model Proposal and Evaluation in a Large Brazilian Higher Education Private Group

Miake, Alessandro Henrique de Souza; Carvalho, Rodrigo Baroni de; Pinto, Marcelo de Rezende; Graeml, Alexandre Reis

doi:10.15728/bbr.2018.15.2.3

Cited by 13 publications

(17 citation statements)

References 13 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…Our findings help us to provide relevant implications for theory. First, the paper adds to the research stream on CKM (Chen and Hung, 2010;Chen et al, 2013), offering empirical evidence on factors leading to the higher sharing of knowledge among customers, whereas most previous studies focused on knowledge for customers (Miake et al, 2018), about customers (Xuelian et al, 2015), from customers (Buchnowska, 2011) and with customers (Khosravi et al, 2017). Indeed, by using CKS as dependent variable, we offered a specific view on factors driving customers to share knowledge on products and services with other customers, which may be very relevant for international marketing managers and scholars.…”

Section: Theoretical Implicationsmentioning

confidence: 99%

See 1 more Smart Citation

Testing the antecedents of customer knowledge sharing on social media: a quantitative analysis on Italian consumers

Baima

Santoro

Pellicelli

et al. 2022

IMR

View full text Add to dashboard Cite

PurposeThe increasing adoption of digital technologies such as social media have changed the way consumers share knowledge about products and services among each other. The aim of this paper is to test what factors drive customers to share knowledge about products and services on social media pages.Design/methodology/approachA quantitative survey design was employed for this study. Empirical data were drawn from 358 consumers in Italy, using a purposive sampling technique. The hypothesised relationships were tested using ordinary least squares regression modelling.FindingsThe results of this study reveal that the usage frequency of online reviews (UFORs), social bonds (SBs), subjective happiness (SH) and reciprocity positively impact on customer knowledge sharing (CKS). By contrast, the perceived usefulness of online reviews (PUORs), helping others, customer susceptibility to interpersonal influence (CSII) and informational (INFO) do not impact CKS.Originality/valueTo the best of the authors' knowledge, this study is amongst the first to empirically test the antecedents of knowledge-sharing behaviours about products and services on online social media. The present work offers relevant implications for theory. First, the work enriches the customer knowledge management (CKM) theory by providing empirical evidence on factors leading to the higher sharing of knowledge amongst customers. Second, the work adds to the literature on social media, demonstrating the individual determinants on knowledge-sharing behaviours about products and services in online communities. Practically speaking, this paper identifies some key elements driving CKS in social media conversations. Thus, building upon the findings of this study, the authors provide some guidelines for social media managers and retailers for promoting CKS on social media pages.

show abstract

Section: Theoretical Implicationsmentioning

confidence: 99%

“…, 2020): Knowledge for c ustomer : this knowledge helps customers to better understand the company and facilitate the purchase journey. It is all the knowledge related to products, services, prices, suppliers and distributors (Miake et al. , 2018).…”

Section: Literature and Hypothesesmentioning

confidence: 99%

Testing the antecedents of customer knowledge sharing on social media: a quantitative analysis on Italian consumers

Baima

Santoro

Pellicelli

et al. 2022

IMR

View full text Add to dashboard Cite

show abstract

“…Penelitian ini menggunakan kuesioner untuk mengidentifikasi permasalahan yang dirasakan pengguna aplikasi logistik X dengan merancang pemetaan fitur-fitur apikasi dengan penerapan model konseptual Customer Knowledge Management (CKM) berdasarkan kebutuhan pelanggan PT. X. metode CKM telah banyak dilakukan peneliti untuk menyelesaikan permasalahn seperti ini [8]- [11]. Kuesioner dibuat menggunakan skala likert yaitu dimulai dari sangat tidak setuju (1), Tidak setuju (2), Netral(3), Setuju(4), dan sangat setuju (5).…”

Section: Metodeunclassified

Usulan Customer Knowledge Management (CKM) Di Fitur Aplikasi Logistik di PT. X

Hasan

Nadhroh

Fithri

2021

TEKNOSI

View full text Add to dashboard Cite

Perkembangan teknologi yang sangat pesat memberikan banyak kemudahan pada berbagai lini kegiatan bisnis. secara umum permasalahan yang dialami perusahaan adalah tinggi nya biaya logistik. Proses logistik yang hanya melakukan satu perjalanan dalam transportasi barang mengakibatkan biaya logistik yang tidak efisien. Aplikasi Logistik “X”adalah solusi digital logistik terintegrasi yang memberikan nilai tambah bagi perusahaan. kondisi aplikasi X saat ini masih belum mampu mendukung pelayanan kepada pengguna secara optimal khususnya fitur transaksi pembayaran otomatis. Solusi untuk mengatasi permasalah tersebut adalah usulan dilakukannya pengembangan fitur aplikasi logistik X untuk mengetahui tingkat kepuasan pengguna. Metode yang digunakan dalam penelitian ini adalah model conceptual Customer Knowledge Management (CKM) berdasarkan fase Customer Relationship Management (CRM) dan proses Knowledge Management (KM). penelitian ini menghasilkan perbandingan fitur hasil pemetaan berdasarkan fase Customer Relationship Management (CRM) dan proses Knowledge Management (KM). Hasil perbandingan fitur yang telah dirumuskan dengan fitur yang tersedia pada aplikasi X tersebut kemudian menjadi acuan untuk menentukan usulan fitur-fitur yang disarankan kepada PT X untuk diterapkan pada aplikasi logistik X. Sehingga nantinya dapat memudahkan dalam pengembangan fitur-fitur aplikasi berdasarkan kebutuhan pengguna aplikasi logistik X.

show abstract

“…Knowledge for customer is knowledge about products, services, prices, suppliers and distributors, which contributes to the customization of transactions before, during, and after the purchase, and allows the customers to better know the organizations (Gohary and Hamzelu, 2016; Miake et al , 2018).…”

Section: Customer Knowledge Managementmentioning

confidence: 99%

“…the purchase, and allows the customers to better know the organizations (Gohary and Hamzelu, 2016;Miake et al, 2018).…”

Section: Introductionmentioning

confidence: 99%

Customer knowledge management and smart tourism destinations: a framework for the smart management of the tourist experience – SMARTUR

Muniz

Dandolini

Biz

et al. 2020

JKM

View full text Add to dashboard Cite

Purpose This paper aims to demonstrate how customer knowledge management (CKM) can assist destination management organizations (DMOs) in the smart management of the tourist experience to contribute to the creation of smart solutions and the promotion of smart tourism destinations (STDs). To accomplish it, a CKM conceptual framework aligned with smart tourism and composed of eight processes is developed to guide managers in this management. Design/methodology/approach This research adopts the design science research methodology and applies its steps. It was supported by a systematic integrative literature review on CKM models and frameworks and their main elements, as well as by semi-structured interviews with tourism specialists in the context of Santa Catarina, Brazil. Findings From the literature it appears that tourist experiences are customer knowledge essential to the improvement and innovation of tourism products and services, and that CKM, still little explored in this scenario, tends to contribute to the management of this crucial knowledge for smart tourism. The analyses and improvements to the structure developed by specialists show its applicability and contributions to the management of STD experiences. Originality/value This paper offers an original contribution to the integration of the theoretical constructs of CKM, tourist experience and STDs by showing how the CKM, from tourism experiences, technologies and social networks, can assist DMOs in the management of experiences and promotion of STDs.

show abstract

Customer Knowledge Management (CKM): Model Proposal and Evaluation in a Large Brazilian Higher Education Private Group

Cited by 13 publications

References 13 publications

Testing the antecedents of customer knowledge sharing on social media: a quantitative analysis on Italian consumers

Testing the antecedents of customer knowledge sharing on social media: a quantitative analysis on Italian consumers

Usulan Customer Knowledge Management (CKM) Di Fitur Aplikasi Logistik di PT. X

Customer knowledge management and smart tourism destinations: a framework for the smart management of the tourist experience – SMARTUR

Contact Info

Product

Resources

About