The impact of knowledge management on customer relationship management: An empirical investigation on Malaysian ICT companies

In today’s economy, in order to compete, firms should try to have access to newer type of knowledge and capabilities. Meantime, competing in a knowledge intensive environment makes firms more dependent on detailed knowledge of their customers for improving their CRM objectives and as the result, hav...

Full description

Saved in:

Bibliographic Details
Main Author:	Khalilabad, Hadi Nejatian
Format:	Thesis
Published:	2011
Subjects:	HD Industries Land use Labor
Tags:	Add Tag No Tags, Be the first to tag this record!

id	my-mmu-ep.5319
record_format	uketd_dc
spelling	my-mmu-ep.53192014-02-25T02:47:48Z The impact of knowledge management on customer relationship management: An empirical investigation on Malaysian ICT companies 2011-05 Khalilabad, Hadi Nejatian HD Industries. Land use. Labor In today’s economy, in order to compete, firms should try to have access to newer type of knowledge and capabilities. Meantime, competing in a knowledge intensive environment makes firms more dependent on detailed knowledge of their customers for improving their CRM objectives and as the result, having long-term business success. Therefore, this study seeks to extend previous research in the management, information systems and marketing areas by investigating the impact of knowledge management on performance of CRM practices among Malaysian ICT companies. The main objective of this study is to determine the effect of knowledge management on customer relationship management. Thus based on extensive review of literature on the fields of business management, information systems and marketing a preliminary research model was conceptualized. The model then tested and refined through a two-phase, cross-sectional research design, involving a quantitative phase followed by a qualitative phase in order to confirm the quantitative findings. 2011-05 Thesis http://shdl.mmu.edu.my/5319/ http://vlib.mmu.edu.my/diglib/login/dlusr/login.php phd doctoral Multimedia University Faculty of Management
institution	Multimedia University
collection	MMU Institutional Repository
topic	HD Industries Land use Labor
spellingShingle	HD Industries Land use Labor Khalilabad, Hadi Nejatian The impact of knowledge management on customer relationship management: An empirical investigation on Malaysian ICT companies
description	In today’s economy, in order to compete, firms should try to have access to newer type of knowledge and capabilities. Meantime, competing in a knowledge intensive environment makes firms more dependent on detailed knowledge of their customers for improving their CRM objectives and as the result, having long-term business success. Therefore, this study seeks to extend previous research in the management, information systems and marketing areas by investigating the impact of knowledge management on performance of CRM practices among Malaysian ICT companies. The main objective of this study is to determine the effect of knowledge management on customer relationship management. Thus based on extensive review of literature on the fields of business management, information systems and marketing a preliminary research model was conceptualized. The model then tested and refined through a two-phase, cross-sectional research design, involving a quantitative phase followed by a qualitative phase in order to confirm the quantitative findings.
format	Thesis
qualification_name	Doctor of Philosophy (PhD.)
qualification_level	Doctorate
author	Khalilabad, Hadi Nejatian
author_facet	Khalilabad, Hadi Nejatian
author_sort	Khalilabad, Hadi Nejatian
title	The impact of knowledge management on customer relationship management: An empirical investigation on Malaysian ICT companies
title_short	The impact of knowledge management on customer relationship management: An empirical investigation on Malaysian ICT companies
title_full	The impact of knowledge management on customer relationship management: An empirical investigation on Malaysian ICT companies
title_fullStr	The impact of knowledge management on customer relationship management: An empirical investigation on Malaysian ICT companies
title_full_unstemmed	The impact of knowledge management on customer relationship management: An empirical investigation on Malaysian ICT companies
title_sort	impact of knowledge management on customer relationship management: an empirical investigation on malaysian ict companies
granting_institution	Multimedia University
granting_department	Faculty of Management
publishDate	2011
_version_	1747829570663350272

The impact of knowledge management on customer relationship management: An empirical investigation on Malaysian ICT companies

Similar Items