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Keywords: Customer service management
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Journal Articles
Journal:
Journal of Knowledge Management
Journal of Knowledge Management (2011) 15 (4): 648–674.
Published: 19 July 2011
... integration in the innovation process (active versus passive integration) and the stage of customer integration (the step of the innovation process he is involved in). © Emerald Group Publishing Limited 2011 Knowledge‐based capabilities Customer service management Knowledge management...
Journal Articles
Journal:
Journal of Knowledge Management
Journal of Knowledge Management (2011) 15 (3): 513–527.
Published: 31 May 2011
... the service provider relies on tacit or explicit knowledge will influence consumers' satisfaction with the service. © Emerald Group Publishing Limited 2011 Knowledge management Customer satisfaction Relationship marketing Customer service management Service levels The concept...
Journal Articles
Journal:
Journal of Knowledge Management
Journal of Knowledge Management (2005) 9 (4): 56–69.
Published: 01 August 2005
... into various industries, sizes and cultures to be able to put into practice. © Emerald Group Publishing Limited 2005 Knowledge management Call centres Customer service management The concept of knowledge management (KM) has been around for a while; management gurus and academicians...
