Customer Knowledge Management

Journal of the Operational Research Society, Vol. 53, No. 8, 2002

Posted: 16 Jan 2009

See all articles by Martha Garcia-Murillo

Martha Garcia-Murillo

Syracuse University - School of Information Studies

Hala Annabi

Ohio University

Date Written: February 15, 2002

Abstract

Customer knowledge has received little attention in the knowledge management literature. The authors of this exploratory study argue that practices in marketing and customer relationship management have not been able to capture knowledge from customers that comes from social interactions with firm employees. The authors propose a three-step model by which corporations can obtain this knowledge. The model's theoretical base comes from the information retrieval and socialization concepts of the knowledge management literature. The paper identifies cultural changes required to make this process successful.

Keywords: retail, customer knowledge, knowledge management, management learning, customer relationship management, customer knowledge management.

JEL Classification: D29, L29, M14

Suggested Citation

Garcia-Murillo, Martha A. and Annabi, Hala, Customer Knowledge Management (February 15, 2002). Journal of the Operational Research Society, Vol. 53, No. 8, 2002. Available at SSRN: https://ssrn.com/abstract=1328602

Martha A. Garcia-Murillo (Contact Author)

Syracuse University - School of Information Studies ( email )

220 Hinds Hall
Syracuse, NY 13244
United States
(315) 443-1829 (Phone)
(315) 443-5806 (Fax)

Hala Annabi

Ohio University ( email )

Athens, OH 45701-2979
United States
(740) 593-9520 (Phone)

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