• Title, Summary, Keyword: customer related knowledge

Search Result 89, Processing Time 0.049 seconds

Customer Knowledge Management--A Case Study of Taiwan's Plastic Industry

  • Ho, Yung-Ching;Fu, Hsin-Pin;Niu, Chun-Fa;Chien, Pei-Hsiang
    • International Journal of Quality Innovation
    • /
    • v.5 no.2
    • /
    • pp.106-121
    • /
    • 2004
  • This paper investigates customer knowledge management activities of Taiwan's plastic industries. The results demonstrate that the bulk of customer knowledge comes from data related to customer purchase orders and complaints. Furthermore, marketing, production, and research and development are the main departments that developed and reuse customer knowledge. The benefits derived from knowledge management for enterprises do not vary with the position of the vendor on the business scope. In addition, the benefits derived by customers from knowledge management are directly related to the benefits gained by the five major business functions, while the benefits derived from the customer knowledge management are also directly related to customer satisfaction. Summarizing the above results, an Acquisition-Development-Reuse (ADR) model is proposed and can provide the enterprises with a systematic reference model when the business attempts to construct a customer knowledge management system.

Leveraging Accumulated Customer Knowledge in Electronic Knowledge Repositories for Superior Customer Service

  • Choi, Sujeong;Ryu, Il
    • Asia pacific journal of information systems
    • /
    • v.25 no.3
    • /
    • pp.519-539
    • /
    • 2015
  • Customers are now demanding ever better service from customer service representatives (CSRs) to create superior customer service. Accordingly, CSRs are required to have more specialized knowledge and abilities of customer service. This study examines the roles of accumulated customer knowledge in electronic knowledge repositories (EKRs), which a firm has developed for customer service over time to enhance CSRs' work capabilities and work performance, in the context of call centers. To test the proposed research model and hypotheses, we conducted LISREL analysis using 261 responses collected on CSRs working for inbound call centers. The key results are as follows. First, accumulated customer knowledge in EKRs enhances CSRs' knowledge utilization and service expertise during the customer contact. Second, CSRs' knowledge utilization reinforces service expertise. Finally, service quality depends on CSRs' knowledge utilization and service expertise, but it is not directly related to accumulated customer knowledge. Overall, the findings suggest that accumulated customer knowledge in EKRs enhances CSRs' knowledge utilization and service expertise, and thereby leading to superior service quality.

Impacts of Digital and Human Knowledge Resources on Customer Response Capability of Customer Service Representatives (비대면 서비스 조직에서 디지털 및 인적 지식자원이 상담사의 고객대응역량에 미치는 영향)

  • Choi, Sujeong
    • Knowledge Management Research
    • /
    • v.21 no.3
    • /
    • pp.123-140
    • /
    • 2020
  • In call centers where customers contact a firm's customer service without face-to-face interaction, customer service representatives (CSRs) determine its service competitiveness. In other words, a firm's service excellence relies on its CSRs. Drawing on the concept of agility from service and information technologies studies, this study conceptualizes customer response capability as a variable consisting of customer response expertise and customer response agility, and further verifies its effects on customer service performance. Moreover, this study examines whether a firm's digital and human knowledge resources are related to CSRs' customer response capability. To empirically test the proposed hypotheses, the partial least squares analysis is conducted with a total of 371 responses collected on CSRs from two insurance call centers. The findings indicate that a firm's digital and human knowledge resources enhance CSRs' customer response expertise and customer response agility, thereby increasing customer service performance. The results draw the conclusion that CSRs' customer response capability is a key antecedent of superior customer service.

Factors Affecting Customer Information/Knowledge Quality in Customer Relationship Management : Focused on Service Industry (고객관계관리(CRM)에서 고객정보/고객지식 품질에 영향을 미치는 요인 : 서비스 산업을 중심으로)

  • Jung, Hyun-Joo;Koh, Joon;Kim, Young-Gul
    • Korean Management Science Review
    • /
    • v.19 no.2
    • /
    • pp.1-23
    • /
    • 2002
  • It has been considered as a means for sustaining a competitive advantage for companies to build and maintain long-term relationships with customers. It is without any doubt that many companies have tried to initiate Customer Relationship Management (CRM). For the effective management of customer relationships, it is critical that they acquire. share and use customer information and knowledge. In this paper, we deduced 9 important factors affecting the qualify of customer information and knowledge from the literature reviews on CRM, and developed the questionnaire to measure these factors. The factors are again categorized into organizational system, employees and IT. We analyzed data collected from 30 companies in service industries such as the finance. distribution and communication industries. The result of data analysis demonstrates that the employees' analytical shills and appraisal and reward systems are closely related to the quality of customer information, and analytical skills and IT support for communications with customers are associated with the quality of customer knowledge. implications of findings and future research directions are discussed.

A Study on the Relationship between Customer and Supplier Network and Innovation Performance: Focused on Mediating Effect of T-Shaped Skill (고객 및 공급자 네트워크와 혁신성과 간의 관계에 대한 연구: T자형 기술의 매개효과를 중심으로)

  • Jeong, Tae-Seog
    • Journal of Digital Convergence
    • /
    • v.13 no.1
    • /
    • pp.93-110
    • /
    • 2015
  • The purpose of this study is to identify the role of T-shaped skill between customer/supplier network and innovation performance of firms. To manage effectively the relationship between collaborative firms, firms need to have a prior related knowledge. The premise of absorptive capacity is that the organization needs prior related knowledge to recognize, assimilate, and apply new knowledge. In this context, T-shaped skill facilitates the learning of new related knowledge. The skill is thus a critical component of innovative capabilities. We found that T-shaped skill plays a mediating role in the relationship between networks and innovation performance. The conclusions and implications are discussed.

The Effect of Knowledge Activity on Organizational Performance: Focused on Knowledge Creation Activity and Knowledge Sharing Activity (지식활동이 조직성과에 미치는 영향에 관한 연구: 지식창출 활동과 지식공유 활동을 중심으로)

  • Lee, Jung-Ho;Kim, Young-Gul;Kim, Min-Yong
    • Knowledge Management Research
    • /
    • v.7 no.1
    • /
    • pp.13-30
    • /
    • 2006
  • This study aims at exploring the relationships between knowledge activity, knowledge activity performance, and organizational performance. By adopting the balanced scorecard perspective, organizational performance was measured by product/service, customer and internal performances. Using data collected from the 36 Korean firms, this study found that knowledge creation activity was positively and significantly related to the organizational performance such as product/service performance, customer performance and internal performance. We also found that knowledge activity performance such as knowledge quality and user knowledge satisfaction mediated the positive relationship between knowledge sharing activity and internal performance.

  • PDF

Study on the Effects of Switching Cost in Family Restaurant Upon Customer Satisfaction and Switching Focused on the Moderating Effects of Customer Knowledge and Variety Seeking Orientation (패밀리레스토랑의 전환 비용이 고객만족도 및 전환 의도에 미치는 영향 연구 - 고객 지식 및 다양성 추구 성향의 조절효과를 중심으로 -)

  • Jung, Hyo-Sun;Yoon, Hye-Hyun
    • Journal of the Korean Society of Food Culture
    • /
    • v.27 no.1
    • /
    • pp.19-29
    • /
    • 2012
  • The purpose of this study was to understand interrelationships among switching costs, customer satisfaction, and switching intent in a family restaurant. Based on a total of 427 customers obtained from empirical research, this study reviewed the reliability and fitness of the research model and verified a total of five hypotheses using the Amos program. The hypothesized relationships in the model were tested simultaneously by using a structural equation model (SEM). The proposed model provided an adequate fit to the data, ${\chi}^2$=137.881 (df=50); p< .001; CMIN/df 2.758; GFI= .947; AGFI= .919, NFI= .965; IFI= .978; TLI= .970; CFI= .978; RMR= .047; RMSEA= .064. The results showed that switching cost (${\beta}$= .123) in a family restaurant had a positive (+) influence upon customer satisfaction. Further, switching cost had a significantly negative (-) effect on switching intent (${\beta}$= -.414). In addition, there were moderating effects related to customer knowledge and variety seeking orientation in terms of the causal relationships between switching costs, customer satisfaction, and switching intent. Limitations and future research directions are also discussed.

The Customer Knowledge Structure for Building Perceived Value and Reputation of Location-based App Service (위치기반 앱 서비스를 통한 인지된 가치와 평판 형성을 위한 소비자 지식 구조)

  • Sohn, Bong-Jin;Choi, Jaewon
    • Knowledge Management Research
    • /
    • v.18 no.1
    • /
    • pp.159-176
    • /
    • 2017
  • Recently, the popularity of smartphones has led to a dramatic increase in the frequency of use of App(Application) services. LBS (Location-Based Service) App service adopts various methods such as push marketing and useful information by region through providing location-based service based on the location of the consumer. In particular, an enterprise or an App management company can provide necessary information to the consumer through the necessary information among the customer related knowledge information obtained by utilizing the location information of the consumer in real time. Nevertheless, since LBS is a service that can be performed only when the company obtains consent to provide location information voluntarily by the consumer, there is a case of privacy infringement due to consumers' use of personal information. The purpose of this study is to identify the characteristics of privacy related variables and the knowledge structure for consumer value formation based on the theory of privacy calculation. We also compared the characteristics of Korea with those of China in privacy issue. As a result of the analysis, it was confirmed that factors such as information utilization ability and information control ability were influential as a key factor of privacy calculation. In addition, perceived value influences the reputation of the LBS App service.

A Study on the Influence of Knowledge Management Activity Affecting Management Performance : Based on the Leading Corporation in Busan (지식경영활동이 경영성과에 미치는 영향에 관한 연구 : 부산시 선도기업을 대상으로)

  • Jeon, Jinhwan
    • Knowledge Management Research
    • /
    • v.11 no.2
    • /
    • pp.37-56
    • /
    • 2010
  • Nowadays many companies expect to apply knowledge management mechanism for the explicit business performance improvement. Because peoples who employees are the understanding of knowledge contribution in the organization should try to achieve goal through the effective knowledge management activities. The purpose of this study is to examine the effect of major factors to support the performance of knowledge management in the company by using structural equation modeling. From the empirical result of this study with 485 leading corporation in Busan, we came to know that the infrastructure of knowledge management has influence on knowledge sharing and creating mechanism related to knowledge management activities. And, the knowledge management activities has positive influence on internal and external customer' satisfaction, and firm's social responsibility.

  • PDF

An exploratory study on knowledge management strategy in mass customization (대량맞춤환경에서 지식경영전략에 대한 탐색적 연구)

  • Cho, Sung-Eui;Lee, Won Jun;Kim, Jong uk
    • Knowledge Management Research
    • /
    • v.8 no.1
    • /
    • pp.1-14
    • /
    • 2007
  • This paper is an exploratory study providing critical research issues in knowledge management strategy, process operations, and knowledge management system design and control in mass customization. The firms implementing mass customization provide good cases adopting recent changes in business environment including increased diversity and variability of customer needs, fast development of related technologies, and increase of the necessity of knowledge management. In this study, required knowledge management characteristics are investigated and future research issues are suggested for successful implementations of knowledge management. Research issues are extracted from the context of strategy, process, and information system for the purpose of practical adaptation and the types of mass customization are emphasized as a mediating element for fit and consistency between firms' corporate strategy and knowledge management characteristics.

  • PDF