Empowering organizations through customer knowledge acquisition

A pilot investigation

Research output: Chapter in Book/Report/Conference proceedingConference contribution

2 Citations (Scopus)

Abstract

Customers are becoming more powerful, and customer knowledge can empower organizations and improve their performance. Customer knowledge has been classified in three categories: knowledge FOR customers, knowledge ABOUT customers and knowledge FROM customers. The value of knowledge management has been recognized by organizations. However, the value of external customer knowledge has not fully been recognized, and its impacts have not been sufficiently investigated. Consequently, the objective of this study is to empirically assess the impact of acquiring each type of customer knowledge. Based on a preliminary analysis of 13 organizations in the banking industry, this study detected that the acquisition of customer knowledge is significantly associated with business processes, employees, products, customers, market and financial performance.

Original languageEnglish
Title of host publication19th Americas Conference on Information Systems, AMCIS 2013 - Hyperconnected World
Subtitle of host publicationAnything, Anywhere, Anytime
Pages1330-1340
Number of pages11
Volume2
Publication statusPublished - 2013
Event19th Americas Conference on Information Systems, AMCIS 2013 - Chicago, IL, United States
Duration: Aug 15 2013Aug 17 2013

Other

Other19th Americas Conference on Information Systems, AMCIS 2013
CountryUnited States
CityChicago, IL
Period8/15/138/17/13

Fingerprint

Knowledge acquisition
knowledge acquisition
customer
Knowledge management
Industry
Personnel
knowledge management
banking
performance
Values
employee
industry

Keywords

  • Benefits of customer knowledge
  • Customer knowledge
  • Customer knowledge acquisition
  • Customer knowledge management

ASJC Scopus subject areas

  • Computer Networks and Communications
  • Computer Science Applications
  • Information Systems
  • Library and Information Sciences

Cite this

Al-Busaidi, K. A. (2013). Empowering organizations through customer knowledge acquisition: A pilot investigation. In 19th Americas Conference on Information Systems, AMCIS 2013 - Hyperconnected World: Anything, Anywhere, Anytime (Vol. 2, pp. 1330-1340)

Empowering organizations through customer knowledge acquisition : A pilot investigation. / Al-Busaidi, Kamla Ali.

19th Americas Conference on Information Systems, AMCIS 2013 - Hyperconnected World: Anything, Anywhere, Anytime. Vol. 2 2013. p. 1330-1340.

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Al-Busaidi, KA 2013, Empowering organizations through customer knowledge acquisition: A pilot investigation. in 19th Americas Conference on Information Systems, AMCIS 2013 - Hyperconnected World: Anything, Anywhere, Anytime. vol. 2, pp. 1330-1340, 19th Americas Conference on Information Systems, AMCIS 2013, Chicago, IL, United States, 8/15/13.
Al-Busaidi KA. Empowering organizations through customer knowledge acquisition: A pilot investigation. In 19th Americas Conference on Information Systems, AMCIS 2013 - Hyperconnected World: Anything, Anywhere, Anytime. Vol. 2. 2013. p. 1330-1340
Al-Busaidi, Kamla Ali. / Empowering organizations through customer knowledge acquisition : A pilot investigation. 19th Americas Conference on Information Systems, AMCIS 2013 - Hyperconnected World: Anything, Anywhere, Anytime. Vol. 2 2013. pp. 1330-1340
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