In today's highly competitive environment, the organizations have been paying considerable attention to improve their customer satisfaction. For this reason, the purpose of this paper is to suggest a model defines how the combination between customer acquisition processes and knowledge about customer would improve the customer satisfaction. This paper adapts the quantitative research approach by using the survey strategy which is conducted by a questionnaire collected from 193 people working in the management position of Jordanian telecommunication organizations. The researcher uses the PLS as an analysis technique to test all hypotheses. The findings suggest that there is a positive effect of adapting the customer acquisition processes in improving the customer satisfaction mediating by the knowledge about customer. The proposed model makes a contribution on the part of the customer acquisition processes and the knowledge about customer and can be used as a structure of reference for the incorporation between them in order to attain the customer satisfaction.
Knowledge-based risk processes are suitable key elements within organizations since they can minimize the possibility and impact of an information technology (IT) project. The aim of this paper is to explain how the alignment between knowledge-based risk processes to validate risk analysis. A questionnaire was developed and distributed to a sample of 135 respondents who were actively engaged in IT. The proposed research model explained that 50 to 62% from of the variance in knowledge-based risk processes to risk analysis. The results showed that the two selected factors (identification and sharing) have a partially mediate and significant impact on risk analysis by knowledge-based risk repository. On the other hand, the examination is not mediated and not a significant impact on risk analysis. The findings of this study imply the understanding of knowledge-based risk processes to risk analysis This study will contribute to the field by examining the effects knowledge-based risk on risk analysis for IT projects.
Background: Knowledge-based risk processes are turning into a major aspect inside establishments because they can limit the likelihood and effect of information technology (IT) project threats and catch opportunities amid the life cycle of an IT project.Objectives: The objective of the article is to propose a model that describes the amalgamation of knowledge-based risk processes (knowledge-based risk capture and knowledge-based risk discovery) and knowledge-based risk repositories to support risk identification.Method: This article adopts a quantitative research approach using surveys, with questionnaires composed from 135 employees in 10 IT companies in Jordan. The researchers employed smart partial least squares analysis to examine all of the hypotheses. Results:The results propose that the adoption of knowledge-based risk capture and knowledge-based risk discovery has a positive impact on risk identification, which is mediated by knowledge-based risk repositories. Conclusion:Knowledge-based risk processes and knowledge-based risk repositories are generally utilised as a part of IT projects to effectively and successfully support risk identification.
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