Toward a Customer Knowledge Management Model for Enhancing Enterprise Software Quality

Khosravi, Arash; Hussin, Ab Razak Che; Minaei-Bidgoli, Behrouz

doi:10.1166/asl.2017.10017

Cited by 6 publications

(7 citation statements)

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“…This finding is supported by the results of the review [68], According to [69,70], all of the antecedent factors in the high priority group have high iteration in the literature. In [71] shows that CKM was used in a variety of contexts [72,73,74] provided evidence and supports our findings, since all high priority factors were already used in IT companies. This study's findings are similar to past findings, but this study is more comprehensive and considers the entire CKM antecedent factors mentioned in previous studies.…”

Section: Discussionsupporting

confidence: 82%

Customer Knowledge Management in Enterprise Software Development Companies: Organizational, Human and Technological Perspective

Khosravi¹,

Rajabzadeh²,

Залога

et al. 2022

Management Systems in Production Engineering

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In this study, Knowledge-Based View (KBV) and Theory of Technology in a Generic Customer Knowledge Management (CKM) Framework were assimilated to demonstrate the Organizational, Human and Technological antecedent factors that enable CKM processes to improve software product quality. A Theoretical CKM Framework was developed by extracting Human, Organizational and Technological factors from the literature, then, the “Technique for Order of Preference by Similarity to Ideal Solution” (TOPSIS) Multi-Criteria Decision Making (MCDM) method was applied to find the importance level of factors to CKM development in software companies. The weight and priority of factors were determined by 31 experts in enterprise software development companies. The results show that, from an expert viewpoint, CKM antecedent factors are categorized into high priority and low priority groups. Organizational factors such as “Customer Involvement”, “Customer-Centric Culture” and “CKM Strategy Development” are high priority.

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Section: Discussionsupporting

confidence: 82%

Customer Knowledge Management in Enterprise Software Development Companies: Organizational, Human and Technological Perspective

Khosravi¹,

Rajabzadeh²,

Залога

et al. 2022

Management Systems in Production Engineering

Self Cite

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show abstract

“…For the present study, the 5 steps presented by Whittemore and Knafl [24] were followed (1. problem identification; 2. literature research; 3. data evaluation; 4. data analysis; and 5. presentation). The changes adopted by dos Santos Figueiro, Aparecida Prim, and Aparecida Dandolini [25] for steps 3 and 4 were also considered for this analysis, which included a set of yes/no questions that led to a percentage of matching (extracted from Khosravi et al [34] and Ghobadi [35]), and the creation of a qualitative data matrix to summarize the content of the selected references (extracted from Braun et al [36]), accordingly.…”

Section: Step-by-step Methodologymentioning

confidence: 99%

“…Step 3: As far as 2 fields of study are concerned, the percentage of adherence or matching increased from 50% [25,34,35] to 75% for a total of 6 steps for proximity and 6 steps for the design for all questions. This proportion would guarantee that both fields are covered to an acceptable extent, while the original 50% would only assure fitting with one of them.…”

mentioning

confidence: 99%

Can Proximal Environments Prevent Social Inequalities Amongst People of All Ages and Abilities? An Integrative Literature Review Approach

Saiz

Alonso

Martín³

et al. 2022

Sustainability

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Although many studies are currently examining the city of proximity as a way to promote sustainable and environmentally friendly cities, few consider it meaningful to achieve an “inclusive” mobility model for people of all ages and abilities, including people with disabilities, children, or the elderly. This literature review paper focuses on the extent to which the city of proximity can provide inclusive mobility and reduce inequalities in the urban scene, thus achieving social sustainability. Out of the 256 references analysed under an integrative review methodology, only 10 delivered solid results. One of the main contributions of this paper is an indicator and sub-indicator system to improve the integrative methodology in urban studies, which led to the identification of several incoherencies in proximity models in terms of accessibility and design for all risking fostering urban with these policies. Although the mentioning of vulnerable collectives may mean a rise in inclusion awareness, one of the most relevant outputs of this paper is the lack of specific measures to revert the disadvantageous situations that conventional mobility planning delivers, as well as the neglection to use proximity actions to promote inclusive and socially resilient urban cities.

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“…Furthermore, customer knowledge has been categorized as knowledge about, knowledge from, and knowledge for the consumer (Wilde,2011;Khosravi et al,2017). Knowledge about the customer is customer-oriented knowledge and includes details about the customer's purchasing and payment habits, as well as his motivations, preferences, and needs.…”

Section: Customer Knowledge Management (Ckm)mentioning

confidence: 99%

Customer Employee Exchange and Firm Innovative Behavior Among SMEs in Ghana

Adam,

Husseini

2023

RBS

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The study sought to examine the relationship between customer-employee exchange and firm innovative behaviour (FIB). The mediation effect of customer knowledge management in the relationship between customer-employee exchange and FIB was determined. Quantitative data was collected using a structured questionnaire. We sampled 247 respondents from Small and Medium Enterprises (SMEs) in Ghana using the simple random sampling technique. The partial least squares structural equation modelling (PLS-SEM) was assessed using the Smart-PLS. The findings of the study suggest that the variables representing customer-employee exchange (solidarity, harmonization, and information exchange) have had an important effect on FIB. Moreover, customer knowledge management is found to mediate relationships between customer-employee exchange and firm innovative behaviour. The study recommends that due to their limited resources compared to larger companies’ new ways of interactions between SMEs and customers should be introduced and enhanced as that will help the firms to improve their innovative behaviour.

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Toward a Customer Knowledge Management Model for Enhancing Enterprise Software Quality

Cited by 6 publications

References 0 publications

Customer Knowledge Management in Enterprise Software Development Companies: Organizational, Human and Technological Perspective

Customer Knowledge Management in Enterprise Software Development Companies: Organizational, Human and Technological Perspective

Can Proximal Environments Prevent Social Inequalities Amongst People of All Ages and Abilities? An Integrative Literature Review Approach

Customer Employee Exchange and Firm Innovative Behavior Among SMEs in Ghana

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