Customer Knowledge Management Framework in E-commerce

被引：0
|
作者：
Hashemi, Novin [1 ]
Hajiheydari, Nastaran [2 ]
机构：
[1] Univ Tehran, Business Management, Tehran, Iran
[2] Univ Tehran, Tehran, Iran
来源：
E-BUSINESS, MANAGEMENT AND ECONOMICS (ICEME 2011) | 2011年 / 25卷
关键词：
e-commerce; Customer Relationship Management; Knowledge Management; Customer Knowledge Management;
D O I：
暂无
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
This paper aims to present a framework for describing Customer Knowledge Management in online purchase process using two models from literature including consumer online purchase process and E-CKM. Since CKM is a recent concept and little empirical research is available, we will first present the theories from which CKM derives. In the first stage we discuss about e-commerce trend and increasing importance of customer loyalty in today's business environment. Then some related concepts about Knowledge Management, Customer Relationship Management and CKM are presented, in order to provide the reader with a better understanding and clear picture regarding CKM. Finally, providing models representing e-CKM and online purchasing process, we propose a comprehensive procedure to manage customer data and knowledge in e-commerce.
引用
收藏
页码：129 / 133
页数：5
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