Zarządzanie wiedzą klientów w przedsiębiorstwie w opinii menedżerów i pracowników

• Authors: Marcin Komańda , Marek Sowa

Title variants

EN

Customer Knowledge Management in the Opinion of Managers and Employees

• Languages of publication: PL

Abstracts

EN

Among managers and employees is increasing awareness of the benefits for the development of the company born of computer tools use and the role of knowledge and information obtained from the customer. This article presents the results of research on solutions for CKM in the opinion of these two groups.

Keywords

PL

Menedżer; Opinia pracowników; Relacje przedsiębiorstwo-konsument; Relacje z klientami; Zarządzanie wiedzą

EN

Employees' opinion; Enterprise-customer relationship; Knowledge management; Manager; Relationships with customers

• Publisher: Uniwersytet Ekonomiczny w Katowicach
• Journal: Studia Ekonomiczne
• Year: 2014
• Volume: 202
• Pages: 78-89

Contributors

author

Marcin Komańda

author

Marek Sowa

References

• Bilińska-Reformat K., Sztangret I.: Influence of knowledge sharing between intermediaries and IT leaders on developing offers for customers - polish perspective. "International Journal of Management Cases" 2013, Special Issue, Vol. 15, Iss. 4.
• Boljanović J.D., Stanković J.: The role of knowledge management in building client relationships. "Singidunum Journal" 2012, Vol. 9, Iss. 1.
• McIver D., Lengnick-Hall C.A., Lengnick-Hall M.L., Ramachandran I.: Understanding work and knowledge management from a knowledge-in-practice perspective. "Academy of Management Review" 2013, Vol. 38, No. 4.
• McNamara S.: Consumer involvement theory, http://www.adcracker.com/involvement/ Consumer_Involvement_Theory.htm.
• Navarro J.G.C., Dewhurst F.W., Elbridge S.: Linking chief knowledge officers with customer capital through knowledge management practices in the spanish construction Industry. "The Inernational Journal of Human Resource Management" 2010, Vol. 21, No. 3.
• Pavićić J., Alfirević N., Źnidar K.: Customer knowledge management: toward social CRM. "International Journal of Management Cases" 2011, Vol. 13, Iss. 3.
• Shieh Ch.J.: Study on the relations among the customer knowledge management, learning organization, and organizational performance. "The Service Industries Journal" 2011, Vol. 31, No. 5.

Identifiers

ISSN

2083-8611