The role of intelligent agents in customer knowledge management
Customers are known as a brilliant source of knowledge for the companies, because they gain knowledge and expertise while selecting and using products or services. Customer knowledge management is a new stage of relationship management between organizations and the customers. Most of the models in t...
| Main Authors: | , , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Academic Journals
2011
|
| Online Access: | http://psasir.upm.edu.my/id/eprint/22776/ http://psasir.upm.edu.my/id/eprint/22776/1/22776.pdf |
| _version_ | 1848844577808580608 |
|---|---|
| author | Tang, Sai Hong Homayouni, Seyed Mahdi Alaei, Hamed |
| author_facet | Tang, Sai Hong Homayouni, Seyed Mahdi Alaei, Hamed |
| author_sort | Tang, Sai Hong |
| building | UPM Institutional Repository |
| collection | Online Access |
| description | Customers are known as a brilliant source of knowledge for the companies, because they gain knowledge and expertise while selecting and using products or services. Customer knowledge management is a new stage of relationship management between organizations and the customers. Most of the models in the literature are focused on human resources to set up a framework to exchange knowledge with the customers. In this paper, the applicability of agent-based systems to the customer knowledge management was investigated. As a feasibility study, characteristics of the agents and their role in knowledge management systems were reviewed in advance. Then, the requirements of customer knowledge management systems were described. Finally, using an introductory model, the applicability of the intelligent agents in customer knowledge management systems were shown and discussed. |
| first_indexed | 2025-11-15T08:33:08Z |
| format | Article |
| id | upm-22776 |
| institution | Universiti Putra Malaysia |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-15T08:33:08Z |
| publishDate | 2011 |
| publisher | Academic Journals |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | upm-227762020-04-15T16:24:16Z http://psasir.upm.edu.my/id/eprint/22776/ The role of intelligent agents in customer knowledge management Tang, Sai Hong Homayouni, Seyed Mahdi Alaei, Hamed Customers are known as a brilliant source of knowledge for the companies, because they gain knowledge and expertise while selecting and using products or services. Customer knowledge management is a new stage of relationship management between organizations and the customers. Most of the models in the literature are focused on human resources to set up a framework to exchange knowledge with the customers. In this paper, the applicability of agent-based systems to the customer knowledge management was investigated. As a feasibility study, characteristics of the agents and their role in knowledge management systems were reviewed in advance. Then, the requirements of customer knowledge management systems were described. Finally, using an introductory model, the applicability of the intelligent agents in customer knowledge management systems were shown and discussed. Academic Journals 2011 Article PeerReviewed text en http://psasir.upm.edu.my/id/eprint/22776/1/22776.pdf Tang, Sai Hong and Homayouni, Seyed Mahdi and Alaei, Hamed (2011) The role of intelligent agents in customer knowledge management. African Journal of Business Management, 5 (16). art. no. E29F86E15216. pp. 7042-7049. ISSN 1993-8233 https://academicjournals.org/journal/AJBM/article-abstract/E29F86E15216 10.5897/AJBM11.696 |
| spellingShingle | Tang, Sai Hong Homayouni, Seyed Mahdi Alaei, Hamed The role of intelligent agents in customer knowledge management |
| title | The role of intelligent agents in customer knowledge management |
| title_full | The role of intelligent agents in customer knowledge management |
| title_fullStr | The role of intelligent agents in customer knowledge management |
| title_full_unstemmed | The role of intelligent agents in customer knowledge management |
| title_short | The role of intelligent agents in customer knowledge management |
| title_sort | role of intelligent agents in customer knowledge management |
| url | http://psasir.upm.edu.my/id/eprint/22776/ http://psasir.upm.edu.my/id/eprint/22776/ http://psasir.upm.edu.my/id/eprint/22776/ http://psasir.upm.edu.my/id/eprint/22776/1/22776.pdf |