Toward software quality enhancement by Customer Knowledge Management in software companies

Khosravi, Arash; Hussin, Ab Razak Che; Nilashi, Mehrbakhsh

doi:10.1016/j.tele.2017.09.007

Cited by 29 publications

(31 citation statements)

References 47 publications

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“…Skotis, Katsanakis, Macris, and Sfakianakis (2013) claimed that the lack of customer knowledge and absorptive capacity in a company is one of the most significant barriers of CKM. According to a study regarding CKM in Enterprise Software development companies, Khosravi and Nilashi (2018) found that, even in this industry, the rate of customer knowledge absorption and application is considered low and still immature. However, when firms focus on the capabilities of customers for product‐improving and outgoing coordination, a marketing method called “external knowledge absorption” emerges (Berghman, Matthyssens, & Vandenbempt, 2006; Dimitrova, Kaneva, & Gallucci, 2009; Lopez‐Nicolas & Molina‐Castillo, 2008).…”

Section: Literature Reviewmentioning

confidence: 99%

“…Few studies investigated the relationship between CKM and trust (Khosravi & Ab, 2018; Khosravi & Nilashi, 2018; L.‐R. Yang et al, 2013).…”

Section: Literature Reviewmentioning

confidence: 99%

“…Yang et al, 2013). According to Khosravi and Nilashi (2018), who studied the relationship of CKM and trust between customer and company in software companies, ‘trust between customer and company' was found to be positively related to the CKM in the software industry. The empirical evidence reveals that the majority of firms in this industry are willing to offer a trustworthy atmosphere to reinforce the sharing of knowledge and experience between the firm and the customers.…”

Section: Literature Reviewmentioning

confidence: 99%

See 2 more Smart Citations

Customer knowledge management in SMEs: Review and research agenda

Chaithanapat

Rakthin

2020

Knowl Process Manag

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Customer knowledge is one of the most noteworthy assets for firms to manage in order to improve their products and gain competitive advantage while meeting the customer needs. Customer knowledge management (CKM) arises when firms see the significance of customers as a source of firm's knowledge. More importantly, customers alter from passive product receiver into active knowledge partners and generate co‐created knowledge with firms. However, despite the popularity of promoting entrepreneurship and small and medium enterprises (SMEs) for economic development, research studies, examining CKM in the context of SMEs, are relatively small and diverse. In this paper, the authors discuss the concept of CKM from a comprehensive literature review as well as other related concepts that are anticipated to have relationships with CKM in SMEs, namely knowledge‐oriented leadership (KOL), trust in management, and firm performance. A thorough analysis of past research confirms that the existing literature in this area is highly fragmented. By integrating the main findings of relevant research streams, a detailed overview of the literature on CKM in the context of SMEs is established, and a research agenda is set up.

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Section: Literature Reviewmentioning

confidence: 99%

“…Few studies investigated the relationship between CKM and trust (Khosravi & Ab, 2018; Khosravi & Nilashi, 2018; L.‐R. Yang et al, 2013).…”

Section: Literature Reviewmentioning

confidence: 99%

Section: Literature Reviewmentioning

confidence: 99%

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Customer knowledge management in SMEs: Review and research agenda

Chaithanapat

Rakthin

2020

Knowl Process Manag

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“…The study conducted by Khosravi et al [22] linking KM enablers, KM and software quality in software companies in Iran proposed a framework to enhance the performance of a new product and reduce its cost. KM techniques and methods restrict loss of knowledge and support software developers to share knowledge to improve the SPE by reducing costs and defects [23].…”

Section: Related Work and Hypothesis Formulationmentioning

confidence: 99%

Effect of knowledge management on software product experience with mediating effect of perceived software process improvement: An empirical study for Indian software industry

Chugh

Nitin

Upadhyay

et al. 2019

Journal of Information Science

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The software development industry is characterised by swift innovation and competition. To survive, software engineering (SE) organisations need to develop high-quality software products in a timely fashion and at low cost. Knowledge-based approaches to software development are extremely supportive to acquiring new knowledge and leveraging existing knowledge from software projects; this enables constant improvement of software development practices. In this empirical study of Indian SE organisations, we study the impact of managing knowledge for perceived software process improvement (PSPI) and its effect on software product quality. Information technology (IT) in knowledge management (KM) is an important facilitator for any SE organisation desiring to exploit evolving technologies for management of their knowledge assets and for carrying out various KM processes of knowledge capture, storage, retrieval and sharing. Surveys collected from Indian SE organisations were analysed to propose a model using a structured equation modelling (SEM) technique. Our findings reveal that the relation between KM and quality of software product is positively mediated by PSPI. These findings reinforce an arena that is of growing importance to researchers and practitioners and which has seen only a limited number of empirical studies to date in the context of Indian SE organisations.

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“…As subcaracterísticas podem ser medidas por meio de métricas internas e externas. Tais características são abordadas em estudos como forma de medição da qualidade de softwares por Kannabiran e Sankaran (2011); Revista Jovens Pesquisadores ISSN 2237 048X, DOI 10.17058/rjp.v9i2.13397 Khosravi et al (2017). Além disso, Erikkson e McFadden (1993); Basili e Selby (1984) apontam que a qualidade de software está relacionada com o ponto de vista da pessoa que está analisando o produto, ou seja, existem diferenças de análises entre usuários, desenvolvedores, administradores e organizações, existindo assim diversas formas de medir a qualidade de um software.…”

Section: Qualidade De Softwareunclassified

Proposta de aplicação do software Quality Function Deployment em ambiente computacional

Furstenau

Kipper

Frozza

et al. 2019

RJP

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A qualidade de um software precisa estar alinhada com o grau de satisfação do cliente. Para que isto ocorra, é fundamental que os requisitos do cliente sejam devidamente identificados e atendidos a fim de suprir suas reais necessidades. O QFD (quality function deployment) também conhecido como a casa da qualidade foi originalmente criado para melhorar a qualidade de produtos a partir do atendimento da voz do cliente. O QFD tem sido utilizado por pesquisadores tanto para desenvolver quanto para melhorar a qualidade de softwares. Esta pesquisa tem como objetivo propor a utilização do QFD como ferramenta de melhoria do ambiente computacional (Ideiaware) desenvolvido no projeto de pesquisa “Ambiente Computacional para Desenvolver a Criatividade e Inovação nas Organizações”. Para isto, realizou-se uma revisão da literatura a fim de identificar de que forma o QFD tem sido aplicado em softwares. Por fim, uma porposta da aplicação do QFD para melhorias do ambiente computacional é apresentada ao final deste trabalho.

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Toward software quality enhancement by Customer Knowledge Management in software companies

Cited by 29 publications

References 47 publications

Customer knowledge management in SMEs: Review and research agenda

Customer knowledge management in SMEs: Review and research agenda

Effect of knowledge management on software product experience with mediating effect of perceived software process improvement: An empirical study for Indian software industry

Proposta de aplicação do software Quality Function Deployment em ambiente computacional

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