Impact Evaluation of Customer Knowledge Process on Customer Knowledge Expansion-Reference-Cited by-同舟云学术

Impact Evaluation of Customer Knowledge Process on Customer Knowledge Expansion

Published:2013-01 Issue:1 Volume:4 Page:30-42
ISSN:1947-8429
Container-title:International Journal of Knowledge Society Research
language:en
Short-container-title:

Author:

Alhawari Samer¹

Affiliation:

1. Department of Management Information Systems, Faculty of Business and Finance, The World Islamic Sciences and Education University, Amman, Jordan

Abstract

The paper aim is to investigate how Customer Knowledge Processes used in practice by Jordanian banks to achieve customer knowledge expansion. The empirical study is based on a sample of the data collected from 165 respondents, drawn randomly from six banks. The results show that the seven selected factors (Customer Knowledge Codification, Customer Knowledge Representation, Customer Knowledge Sharing, Customer Knowledge Application, Design of Customer Knowledge, Execution of Knowledge from Customer, and Verify of Knowledge from Customer) have a significant impact on Customer Knowledge Expansion. The findings did reveal the potential relationship between the customer knowledge processes and customer knowledge expansion. It also provides advice for the Information Technology (IT) Industry as to how an analytical knowledge process from customers should be taken into account in developing countries to attain proper customer knowledge expansion because of cultural, social and educational disparities.

Publisher

IGI Global

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