Knowledge Management as a Tool for Influencing Customers-Reference-Cited by-同舟云学术

Knowledge Management as a Tool for Influencing Customers

Published:2015 Issue: Volume: Page:565-586
ISSN:2327-5502
Container-title:Advances in Marketing, Customer Relationship Management, and E-Services
language:
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Author:

Brunet-Thornton Richard¹^ORCID,Marešová Petra²,Bureš Vladimír³,Otčenášková Tereza²

Affiliation:

1. University of Economics, Prague, Czech Republic

2. University of Hradec Králové, Czech Republic

3. City University of Seattle, Slovakia

Abstract

This chapter revisits an earlier published model of the Cost-Benefit Analysis method focused on KM projects. Although it continues to centre on the customer and the general market environment as knowledge sources used to evaluate the appropriateness of a Knowledge Management (KM) project, it expands the discussion to incorporate the latest research on this topic. In addition, the tangible and intangible benefits of a successful KM deployment continue to be stressed; it highlights the various barriers and sets recommendations that may be pursued. Given the on-going nature of this condition in the Czech Republic, the authors continue to pursue an active research protocol.

Publisher

IGI Global

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