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13259
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Abdul, K. O. (2010). The Influence of Emotional Intelligence on Job Performance in Service Businesses, Retrieved from www.scopus.com Aghaie, A. (2009). Measuring and predicting customer lifetime value in customer loyalty analysis: A knowledge management perspective (a case study on an e-retailer). Int'l J.Indus.Engineering & Production Res, 20, 21-30. Retrieved from www.scopus.com Ajlouni, M. D. I. A. (2013). The relationship between knowledge management and empowerment of administrative on organizational trust. Eur.J.Bus.Manage., 5, 230-237. Retrieved from www.scopus.com Akhavan, P., Ashtar, M., & Heidari, S. (2008). CKM: Where knowledge and customer meet. KM Review, 11(3), 24-29. Retrieved from www.scopus.com Alaei, A., Shafaee, J., Ariana, A., & Maghvan, T. S. (2012). The role of knowledge management in created organizational innovation. Journal of Basic Applied Science Resources, 2(2), 1136-1141. Retrieved from www.scopus.com Alavi, M., & Leidner, D. E. (1999). Knowledge management systems: Issues, challenges, and benefits. Communications of the AIS, 1(7), 1-37. Retrieved from www.scopus.com Alavi, M., & Leidner, D. E. (2001). Review: Knowledge management and knowledge management systems: Conceptual foundations and research issues. MIS Quarterly: Management Information Systems, 25(1), 107-136. doi:10.2307/3250961 Alhawari, S., & Al-Jarrah, M. (2012). The impact of knowledge management processes on the improve of strategic competence: An empirical study in jordanian insurance companies. International Journal of Trade, Economics and Finance (IJTEF), 3(1), 39-45. Retrieved from www.scopus.com Alhawari, S., Mansour, E., Talet, A. N., Thabtah, F., & Alryalat, H. (2010). Improving performance of customer knowledge expansion with knowledge management process. J.Organizational Knowl.Manage., 2010, 1-8. Retrieved from www.scopus.com Allameh, S., Shahin, A., & Tabanifar, B. (2012). Analysis of relationship between knowledge management and customer relationship management with customer knowledge management (case study at azaran valve co.). International Journal of Academic Research in Business and Social Sciences, 2(10), 65-77. Retrieved from www.scopus.com Anand, A., & Singh, M. D. (2011). Understanding knowledge management: A literature review. International Journal of Engineering Science and Technology, 3(2), 926-939. Retrieved from www.scopus.com Anantatmula, V. S. (2007). Linking KM effectiveness attributes to organizational performance. VINE, 37(2), 133-149. doi:10.1108/03055720710759928 Andrawina, L. (2009). Relationship between knowledge sharing and absorptive capacity moderated by organizational and technology factors: A conceptual model. Paper presented at the IEEM 2009 - IEEE International Conference on Industrial Engineering and Engineering Management, 1865-1869. doi:10.1109/IEEM.2009.5373192 Retrieved from www.scopus.com Baharom, A. R., Norizan, M. S., & Sabri, H. M. (2007). Avoiding the knowledge management pitfalls: A review and suggestions. Proceedings of the 3rd International Conference of Asian Academy of Applied Business, , 1-15. Retrieved from www.scopus.com Belkahla, W., & Triki, A. (2011). Customer knowledge enabled innovation capability: Proposing a measurement scale. Journal of Knowledge Management, 15(4), 648-674. doi:10.1108/13673271111152009 Bhatt, G. D. (2001). Knowledge management in organizations: Examining the interaction between technologies, techniques, and people. Journal of Knowledge Management, 5(1), 68-75. doi:10.1108/13673270110384419 Bock, G. -., Zmud, R. W., Kim, Y. -., & Lee, J. -. (2005). Behavioral intention formation in knowledge sharing: Examining the roles of extrinsic motivators, social-psychological forces, and organizational climate. MIS Quarterly: Management Information Systems, 29(1), 87-111. doi:10.2307/25148669 Bogue, J., & Sorenson, D. (2009). Managing customer knowledge during the concept development stage of the new food product development process. Journal of International Food and Agribusiness Marketing, 21(2-3), 149-165. doi:10.1080/08974430802589667 Boljanović, J. Đ., & Stanković, J. (2012). The role of knowledge management in building client relationships. Singidunum J., 9(1), 16-28. Retrieved from www.scopus.com Bontis, N., & Serenko, A. (2009). A follow-up ranking of academic journals. Journal of Knowledge Management, 13(1), 16-26. doi:10.1108/13673270910931134 Buckley, A., Tse, K., Rijken, H., & Eijgenhuijsen, H. (2002). Five styles of customer knowledge management, and how smart companies use them to create value. European Management Journal, 20(5), 459-469. doi:10.1016/S0263-2373(02)00101-9 Bueren, A., Schierholz, R., Kolbe, L., & Brenner, W. (2004). Customer knowledge management improving performance of customer relationship management with knowledge management. Paper presented at the Proceedings of the Hawaii International Conference on System Sciences, , 37 2675-2684. doi:10.1109/hicss.2004.1265416 Retrieved from www.scopus.com Chen, Y. -., & Su, C. -. (2006). A kano-CKM model for customer knowledge discovery. Total Quality Management and Business Excellence, 17(5), 589-608. doi:10.1080/14783360600588158 Choudhary, A. I., Akhtar, S. Z., Ansari, M. A., & Rehman, K. U. (2011). Enhancing financial performance by applying knowledge management practices. Proceedings of the 3rd South Asian International Conference on Management, Business Ethics and Economics, , 1-10. Retrieved from www.scopus.com Claycomb, C., Dröge, C., & Germain, R. (2001). Applied process knowledge and market performance: The moderating effect of environmental uncertainty. Journal of Knowledge Management, 5(3), 264-278. doi:10.1108/13673270110401239 Danish, R. Q., Nawaz, M. M., & Munir, Y. (2012). Impact of knowledge management practices on organizational performance; evidence from pakistan. International Journal of Scientific & Engineering Research, 3(8), 1-6. Retrieved from www.scopus.com Darroch, J. (2005). Knowledge management, innovation and firm performance. Journal of Knowledge Management, 9(3), 101-115. doi:10.1108/13673270510602809 Darroch, J., & Mcnaughton, R. (2002). Examining the link between knowledge management practices and types of innovation. Journal of Intellectual Capital, 3(3), 210-222. doi:10.1108/14691930210435570 Daud, S., & Yusoff, W. F. W. (2011). How intellectual capital mediates the relationship between knowledge management processes and organizational performance. African Journal of Business Management, 5(7), 2607-2617. Retrieved from www.scopus.com Davenport, T. H., Harris, J. G., & Kohli, A. K. (2001). How do they know: Their customers so well? MIT Sloan Management Review, 42(2), 63-73. Retrieved from www.scopus.com Davenport, T. H., Jarvenpaa, S. L., & Beers, M. C. (1996). Improving knowledge work processes. Sloan Management Review, 37(4), 53-65. Retrieved from www.scopus.com Davenport, T. H., & Prusak, L. (1998). Working knowledge: How organizations manage what they know. Working Knowledge: How Organizations Manage what they Know, Retrieved from www.scopus.com Drucker, P. (2013). Post-Capitalist Society, Retrieved from www.scopus.com Drucker, P. F. (1999). Knowledge-worker productivity: The biggest challenge. California Management Review, (2), 79-94. doi:10.2307/41165987 Emadzade, M., Mashayekhi, B., & Abdar, E. (2012). Knowledge management capabilities and organizational performance. Interdisciplinary Journal of Contemporary Research in Business, 3(11), 781-790. Retrieved from www.scopus.com Faucher, J. B. P. L., Everett, A. M., & Lawson, R. (2008). Reconstituting knowledge management. Journal of Knowledge Management, 12(3), 3-16. doi:10.1108/13673270810875822 Feng, T. -., & Tian, J. -. (2005). Customer knowledge management and condition analysis of successful CKM implementation. Paper presented at the 2005 International Conference on Machine Learning and Cybernetics, ICMLC 2005, 2239-2244. Retrieved from www.scopus.com García-Murillo, M., & Annabi, H. (2002). Customer knowledge management. Journal of the Operational Research Society, 53(8), 875-884. doi:10.1057/palgrave.jors.2601365 García-Murillo, M., & Annabi, H. (2002). Customer knowledge management. Journal of the Operational Research Society, 53(8), 875-884. doi:10.1057/palgrave.jors.2601365 Gebert, H., Geib, M., Kolbe, L., & Brenner, W. (2003). Knowledge-enabled customer relationship management: Integrating customer relationship management and knowledge management concepts[1]. Journal of Knowledge Management, 7(5), 107-123. doi:10.1108/13673270310505421 Goh, A. (2004). Enhancing organisational performance through knowledge innovation: A proposed strategic management framework. Journal of Knowledge Management Practice, 5(1), 111-123. Retrieved from www.scopus.com Ho, Y. C., Fu, H. P., Niu, C. F., & Chien, P. H. (2004). Customer knowledge management. A case study of taiwan plastic industry. Asian J.Qual., 5, 107-121. Retrieved from www.scopus.com Huang, L. -., & Lai, C. -. (2010). Applying knowledge management in the life insurance industry - evidence from taiwan. International Research Journal of Finance and Economics, 48, 117-129. Retrieved from www.scopus.com Islam, M. Z., Ahmed, S. M., Hasan, I., & Ahmed, S. U. (2011). Organizational culture and knowledge sharing: Empirical evidence from service organizations. African Journal of Business Management, 5(14), 5900-5909. Retrieved from www.scopus.com Juntarung, N., & Ussahawanitchakit, P. (2008). Knowledge management capability, market intelligence, and performance: An empirical investigation of electronic businesses in thailand. International Journal of Business Research, 8(3), 69-80. Retrieved from www.scopus.com Karadsheh, L., Mansour, E., Alhawari, S., Azar, G., & El-Bathy, N. (2009). A theoretical framework for knowledge management process: Towards improving knowledge performance. Communications of the IBIMA, 7(7), 67-79. Retrieved from www.scopus.com Kharabsheh, R., Magableh, I., & Sawadha, S. (2012). Knowledge management practices (KMPs) and its impact on organizational performance in pharmaceutical firms. European Journal of Economics, Finance and Administrative Sciences, (48), 6-15. Retrieved from www.scopus.com Kiessling, T. S., Richey, R. G., Meng, J., & Dabic, M. (2009). Exploring knowledge management to organizational performance outcomes in a transitional economy. Journal of World Business, 44(4), 421-433. doi:10.1016/j.jwb.2008.11.006 Kong, F., & Cai, L. (2008). Customer knowledge management and research in E-commerce environment. Paper presented at the Proceedings - 2008 International Symposium on Knowledge Acquisition and Modeling, KAM 2008, 231-235. doi:10.1109/KAM.2008.149 Retrieved from www.scopus.com Liao, C., & Chuang, S. -. (2006). Exploring the role of knowledge management for enhancing firm's innovation and performance. Paper presented at the Proceedings of the Annual Hawaii International Conference on System Sciences, , 7 doi:10.1109/HICSS.2006.178 Retrieved from www.scopus.com Lin, H. -. (2007). Effects of extrinsic and intrinsic motivation on employee knowledge sharing intentions. Journal of Information Science, 33(2), 135-149. doi:10.1177/0165551506068174 Liyun, Q., Keyi, W., Xiaoshu, W., & Fangfang, Z. (2008). Research on the relationship among market orientation, customer relationship management, customer knowledge management and business performance. Management Science and Engineering, 2(1), 31-37. Retrieved from www.scopus.com 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. doi:10.1016/j.ijinfomgt.2007.09.001 Ma, Z., & Yu, K. (2010). Research paradigms of contemporary knowledge management studies: 19982007. Journal of Knowledge Management, 14(2), 175-189. doi:10.1108/13673271011032337 Mahdi, O. R., Almsafir, M. K., & Yao, L. (2011). The role of knowledge and knowledge management in sustaining competitive advantage within organizations: A review. African Journal of Business Management, 5(23), 9912-9931. Retrieved from www.scopus.com Mau, M. (2005). Action research: Connecting knowledge in the australian public sector organization. ActKM Online Journal of Knowledge Management, 2(1), 58-69. Retrieved from www.scopus.com Moballeghi, M., & Moghaddam, G. G. (2011). Knowledge management and measuring its impact on organizational performance. Proceedings of the International Conference on Financial Management and Economics, 11, 315-319. Retrieved from www.scopus.com Mukherji, S. (2012). A framework for managing customer knowledge in retail industry. IIMB Management Review, 24(2), 95-103. doi:10.1016/j.iimb.2012.02.003 Nejatian, H., Sentosa, I., Piaralal, S. K., & Bohari, A. M. (2011). The influence of customer knowledge on CRM performance of malaysian ICT companies: A structural equation modeling approach. International Journal of Business and Management, 6(7), 181-198. Retrieved from www.scopus.com Nonaka, I. (1991). The knowledge-creating company. Harvard Business Review, 69(6), 96-104. Retrieved from www.scopus.com Nonaka, I., & Takeuchi, H. (1995). The Knowledge-Creating Company, Retrieved from www.scopus.com Omar Sharifuddin Bin Syed-Ikhsan, S., & Rowland, F. (2004). Benchmarking knowledge management in a public organisation in malaysia. Benchmarking: An International Journal, 11(3), 238-266. doi:10.1108/14635770410538745 Peng, J., Lawrence, A., & Koo, T. (2009). Customer knowledge management in international project: A case study. Journal of Technology Management in China, 4(2), 145-157. Retrieved from www.scopus.com Polanyi, M. (1962). Personal knowledge: Towards a post-critical philosophy. Personal Knowledge: Towards a Post-Critical Philosophy, Retrieved from www.scopus.com Rollins, M., & Halinen, A. (2005). Customer knowledge management competence: Towards a theoretical framework. Paper presented at the Proceedings of the Annual Hawaii International Conference on System Sciences, 240. Retrieved from www.scopus.com Rowley, J. (2002). Eight questions for customer knowledge management in e-business. Journal of Knowledge Management, 6(5), 500-511. doi:10.1108/13673270210450441 Rowley, J. E. (2002). Reflections on customer knowledge management in e-business. Qualitative Market Research: An International Journal, 5(4), 268-280. doi:10.1108/13522750210443227 Roy, M., Chatterjee, T., & Linnanen, L. (2012). Exploring effective knowledge management to improve organizational performance in globalized environment: An empirical study. Advances in Management and Applied Economics, 2(1), 205-213. Retrieved from www.scopus.com Salomann, H., Dous, M., Kolbe, L., & Brenner, W. (2005). Rejuvenating customer management: How to make knowledge for, from and about customers work. European Management Journal, 23(4), 392-403. doi:10.1016/j.emj.2005.06.009 Sanayei, A., & Sadidi, M. (2011). Investigation of customer knowledge management (CKM) dimensions: A survey research. International Journal of Business and Management, 6(11), 234-239. Retrieved from www.scopus.com Scarbrough, H. (2003). Knowledge management, HRM and the innovation process. International Journal of Manpower, 24(5), 501-516+615. doi:10.1108/01437720310491053 Staples, D. S., Greenaway, K., & McKeen, J. D. (2001). Opportunities for research about managing the knowledge-based enterprise. International Journal of Management Reviews, 3(1), 1-20. doi:10.1111/1468-2370.00051 Talet, A. N. (2012). KM process and CRM to manage customer knowledge relationship management. Proceedings of International Conference on Economics, Business and Marketing Management, 29, 60-67. Retrieved from www.scopus.com Teece, D. J. (2003). Knowledge and competence as strategic assets. Handbook on Knowledge Management, Volume 1: Knowledge Matters, , 129-152. Retrieved from www.scopus.com Yaacob, R. A., Jamaluddin, A., & Jusoff, K. (2010). Knowledge management and challenging roles of academic librarians. Management Science and Engineering, 4(4), 14-23. Retrieved from www.scopus.com Zack, M., McKeen, J., & Singh, S. (2009). Knowledge management and organizational performance: An exploratory analysis. 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13259 https://intelek.unisza.edu.my/intelek/pages/view.php?ref=13259 https://intelek.unisza.edu.my/intelek/pages/search.php?search=!collection407072 Restricted Document Article Journal image/jpeg inches 96 96 norman 752 43 43 1422 1422x752 2016-10-09 08:24:00 7569-01-FH02-FBK-16-06688.jpg UniSZA Private Access The important of Knowledge Management and Customer Knowledge Management in enhancing organizational performance International Business Management In this information age, Knowledge Management (KM) and Customer Knowledge Management (CKM) have become the main competitive strategies of the organization to improve the Organizational Performance (OP). This study discusses the role of KM and CKM implementation in improving the OP. Moreover, the study also highlights the concept of KM, CKM and the related issues pertaining to this concept. This study suggests that the successful implementation of CKM is not only supported by the integration of knowledge and KM, but also need supporting from the organization. Based on the discussion, it can be concluded that the implementation of KM and CKM in the organization can play a leading role in improving the OP. 10 14 Medwell Journals Medwell Journals 2724-2731 Abdul, K. O. (2010). The Influence of Emotional Intelligence on Job Performance in Service Businesses, Retrieved from www.scopus.com Aghaie, A. (2009). Measuring and predicting customer lifetime value in customer loyalty analysis: A knowledge management perspective (a case study on an e-retailer). Int'l J.Indus.Engineering & Production Res, 20, 21-30. Retrieved from www.scopus.com Ajlouni, M. D. I. A. (2013). The relationship between knowledge management and empowerment of administrative on organizational trust. Eur.J.Bus.Manage., 5, 230-237. Retrieved from www.scopus.com Akhavan, P., Ashtar, M., & Heidari, S. (2008). CKM: Where knowledge and customer meet. KM Review, 11(3), 24-29. Retrieved from www.scopus.com Alaei, A., Shafaee, J., Ariana, A., & Maghvan, T. S. (2012). The role of knowledge management in created organizational innovation. Journal of Basic Applied Science Resources, 2(2), 1136-1141. Retrieved from www.scopus.com Alavi, M., & Leidner, D. E. (1999). Knowledge management systems: Issues, challenges, and benefits. Communications of the AIS, 1(7), 1-37. Retrieved from www.scopus.com Alavi, M., & Leidner, D. E. (2001). Review: Knowledge management and knowledge management systems: Conceptual foundations and research issues. MIS Quarterly: Management Information Systems, 25(1), 107-136. doi:10.2307/3250961 Alhawari, S., & Al-Jarrah, M. (2012). The impact of knowledge management processes on the improve of strategic competence: An empirical study in jordanian insurance companies. International Journal of Trade, Economics and Finance (IJTEF), 3(1), 39-45. Retrieved from www.scopus.com Alhawari, S., Mansour, E., Talet, A. N., Thabtah, F., & Alryalat, H. (2010). Improving performance of customer knowledge expansion with knowledge management process. J.Organizational Knowl.Manage., 2010, 1-8. Retrieved from www.scopus.com Allameh, S., Shahin, A., & Tabanifar, B. (2012). Analysis of relationship between knowledge management and customer relationship management with customer knowledge management (case study at azaran valve co.). International Journal of Academic Research in Business and Social Sciences, 2(10), 65-77. Retrieved from www.scopus.com Anand, A., & Singh, M. D. (2011). Understanding knowledge management: A literature review. International Journal of Engineering Science and Technology, 3(2), 926-939. Retrieved from www.scopus.com Anantatmula, V. S. (2007). Linking KM effectiveness attributes to organizational performance. VINE, 37(2), 133-149. doi:10.1108/03055720710759928 Andrawina, L. (2009). Relationship between knowledge sharing and absorptive capacity moderated by organizational and technology factors: A conceptual model. Paper presented at the IEEM 2009 - IEEE International Conference on Industrial Engineering and Engineering Management, 1865-1869. doi:10.1109/IEEM.2009.5373192 Retrieved from www.scopus.com Baharom, A. R., Norizan, M. S., & Sabri, H. M. (2007). Avoiding the knowledge management pitfalls: A review and suggestions. Proceedings of the 3rd International Conference of Asian Academy of Applied Business, , 1-15. Retrieved from www.scopus.com Belkahla, W., & Triki, A. (2011). Customer knowledge enabled innovation capability: Proposing a measurement scale. Journal of Knowledge Management, 15(4), 648-674. doi:10.1108/13673271111152009 Bhatt, G. D. (2001). Knowledge management in organizations: Examining the interaction between technologies, techniques, and people. Journal of Knowledge Management, 5(1), 68-75. doi:10.1108/13673270110384419 Bock, G. -., Zmud, R. W., Kim, Y. -., & Lee, J. -. (2005). Behavioral intention formation in knowledge sharing: Examining the roles of extrinsic motivators, social-psychological forces, and organizational climate. MIS Quarterly: Management Information Systems, 29(1), 87-111. doi:10.2307/25148669 Bogue, J., & Sorenson, D. (2009). Managing customer knowledge during the concept development stage of the new food product development process. Journal of International Food and Agribusiness Marketing, 21(2-3), 149-165. doi:10.1080/08974430802589667 Boljanović, J. Đ., & Stanković, J. (2012). The role of knowledge management in building client relationships. Singidunum J., 9(1), 16-28. Retrieved from www.scopus.com Bontis, N., & Serenko, A. (2009). A follow-up ranking of academic journals. Journal of Knowledge Management, 13(1), 16-26. doi:10.1108/13673270910931134 Buckley, A., Tse, K., Rijken, H., & Eijgenhuijsen, H. (2002). Five styles of customer knowledge management, and how smart companies use them to create value. European Management Journal, 20(5), 459-469. doi:10.1016/S0263-2373(02)00101-9 Bueren, A., Schierholz, R., Kolbe, L., & Brenner, W. (2004). Customer knowledge management improving performance of customer relationship management with knowledge management. Paper presented at the Proceedings of the Hawaii International Conference on System Sciences, , 37 2675-2684. doi:10.1109/hicss.2004.1265416 Retrieved from www.scopus.com Chen, Y. -., & Su, C. -. (2006). A kano-CKM model for customer knowledge discovery. Total Quality Management and Business Excellence, 17(5), 589-608. doi:10.1080/14783360600588158 Choudhary, A. I., Akhtar, S. Z., Ansari, M. A., & Rehman, K. U. (2011). Enhancing financial performance by applying knowledge management practices. Proceedings of the 3rd South Asian International Conference on Management, Business Ethics and Economics, , 1-10. Retrieved from www.scopus.com Claycomb, C., Dröge, C., & Germain, R. (2001). Applied process knowledge and market performance: The moderating effect of environmental uncertainty. Journal of Knowledge Management, 5(3), 264-278. doi:10.1108/13673270110401239 Danish, R. Q., Nawaz, M. M., & Munir, Y. (2012). Impact of knowledge management practices on organizational performance; evidence from pakistan. International Journal of Scientific & Engineering Research, 3(8), 1-6. Retrieved from www.scopus.com Darroch, J. (2005). Knowledge management, innovation and firm performance. Journal of Knowledge Management, 9(3), 101-115. doi:10.1108/13673270510602809 Darroch, J., & Mcnaughton, R. (2002). Examining the link between knowledge management practices and types of innovation. Journal of Intellectual Capital, 3(3), 210-222. doi:10.1108/14691930210435570 Daud, S., & Yusoff, W. F. W. (2011). How intellectual capital mediates the relationship between knowledge management processes and organizational performance. African Journal of Business Management, 5(7), 2607-2617. Retrieved from www.scopus.com Davenport, T. H., Harris, J. G., & Kohli, A. K. (2001). How do they know: Their customers so well? MIT Sloan Management Review, 42(2), 63-73. Retrieved from www.scopus.com Davenport, T. H., Jarvenpaa, S. L., & Beers, M. C. (1996). Improving knowledge work processes. Sloan Management Review, 37(4), 53-65. Retrieved from www.scopus.com Davenport, T. H., & Prusak, L. (1998). Working knowledge: How organizations manage what they know. Working Knowledge: How Organizations Manage what they Know, Retrieved from www.scopus.com Drucker, P. (2013). Post-Capitalist Society, Retrieved from www.scopus.com Drucker, P. F. (1999). Knowledge-worker productivity: The biggest challenge. California Management Review, (2), 79-94. doi:10.2307/41165987 Emadzade, M., Mashayekhi, B., & Abdar, E. (2012). Knowledge management capabilities and organizational performance. Interdisciplinary Journal of Contemporary Research in Business, 3(11), 781-790. Retrieved from www.scopus.com Faucher, J. B. P. L., Everett, A. M., & Lawson, R. (2008). Reconstituting knowledge management. Journal of Knowledge Management, 12(3), 3-16. doi:10.1108/13673270810875822 Feng, T. -., & Tian, J. -. (2005). Customer knowledge management and condition analysis of successful CKM implementation. Paper presented at the 2005 International Conference on Machine Learning and Cybernetics, ICMLC 2005, 2239-2244. Retrieved from www.scopus.com García-Murillo, M., & Annabi, H. (2002). Customer knowledge management. Journal of the Operational Research Society, 53(8), 875-884. doi:10.1057/palgrave.jors.2601365 García-Murillo, M., & Annabi, H. (2002). Customer knowledge management. Journal of the Operational Research Society, 53(8), 875-884. doi:10.1057/palgrave.jors.2601365 Gebert, H., Geib, M., Kolbe, L., & Brenner, W. (2003). Knowledge-enabled customer relationship management: Integrating customer relationship management and knowledge management concepts[1]. Journal of Knowledge Management, 7(5), 107-123. doi:10.1108/13673270310505421 Goh, A. (2004). Enhancing organisational performance through knowledge innovation: A proposed strategic management framework. Journal of Knowledge Management Practice, 5(1), 111-123. Retrieved from www.scopus.com Ho, Y. C., Fu, H. P., Niu, C. F., & Chien, P. H. (2004). Customer knowledge management. A case study of taiwan plastic industry. Asian J.Qual., 5, 107-121. Retrieved from www.scopus.com Huang, L. -., & Lai, C. -. (2010). Applying knowledge management in the life insurance industry - evidence from taiwan. International Research Journal of Finance and Economics, 48, 117-129. Retrieved from www.scopus.com Islam, M. Z., Ahmed, S. M., Hasan, I., & Ahmed, S. U. (2011). Organizational culture and knowledge sharing: Empirical evidence from service organizations. African Journal of Business Management, 5(14), 5900-5909. Retrieved from www.scopus.com Juntarung, N., & Ussahawanitchakit, P. (2008). Knowledge management capability, market intelligence, and performance: An empirical investigation of electronic businesses in thailand. International Journal of Business Research, 8(3), 69-80. Retrieved from www.scopus.com Karadsheh, L., Mansour, E., Alhawari, S., Azar, G., & El-Bathy, N. (2009). A theoretical framework for knowledge management process: Towards improving knowledge performance. Communications of the IBIMA, 7(7), 67-79. Retrieved from www.scopus.com Kharabsheh, R., Magableh, I., & Sawadha, S. (2012). Knowledge management practices (KMPs) and its impact on organizational performance in pharmaceutical firms. European Journal of Economics, Finance and Administrative Sciences, (48), 6-15. Retrieved from www.scopus.com Kiessling, T. S., Richey, R. G., Meng, J., & Dabic, M. (2009). 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The important of Knowledge Management and Customer Knowledge Management in enhancing organizational performance
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| summary |
In this information age, Knowledge Management (KM) and Customer Knowledge Management (CKM) have become the main competitive strategies of the organization to improve the Organizational Performance (OP). This study discusses the role of KM and CKM implementation in improving the OP. Moreover, the study also highlights the concept of KM, CKM and the related issues pertaining to this concept. This study suggests that the successful implementation of CKM is not only supported by the integration of knowledge and KM, but also need supporting from the organization. Based on the discussion, it can be concluded that the implementation of KM and CKM in the organization can play a leading role in improving the OP.
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| title |
The important of Knowledge Management and Customer Knowledge Management in enhancing organizational performance
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| title_full |
The important of Knowledge Management and Customer Knowledge Management in enhancing organizational performance
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| title_fullStr |
The important of Knowledge Management and Customer Knowledge Management in enhancing organizational performance
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| title_full_unstemmed |
The important of Knowledge Management and Customer Knowledge Management in enhancing organizational performance
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| title_short |
The important of Knowledge Management and Customer Knowledge Management in enhancing organizational performance
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| title_sort |
important of knowledge management and customer knowledge management in enhancing organizational performance
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