A novel customer knowledge management analysis model: With a case study in hospitality

Liu, Xuelian, Chakpitak, Nopasit, Yodmongkol, Pitipong and Cang, Shuang (2014) A novel customer knowledge management analysis model: With a case study in hospitality. In: WIT Transactions on Information and Communication Technologies. WIT Press, pp. 101-109. ISBN 9781845649401

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Abstract

Customer knowledge management process with models can help managers to find the real value chain in business. This paper proposes a novel two-dimension customer knowledge management analysis model, which make customer knowledge more understandable and manageable. A case study is illustrated and shows the application of the CKM model in customer processes can lead to increased process performance.

Item Type: Book Section
Subjects: N100 Business studies
N800 Tourism, Transport and Travel
Department: Faculties > Business and Law > Newcastle Business School > Business and Management
Depositing User: Becky Skoyles
Date Deposited: 11 Dec 2018 09:57
Last Modified: 11 Dec 2018 09:57
URI: http://nrl.northumbria.ac.uk/id/eprint/37163

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