Knowledge management capability, customer relationship management, and service quality.
Shu-Mei TsengPublished in: J. Enterp. Inf. Manag. (2016)
Keyphrases
- customer relationship management
- competitive advantage
- knowledge management
- service quality
- call center
- information systems
- customer satisfaction
- service providers
- marketing strategies
- relationship management
- electronic commerce
- case study
- user satisfaction
- customer churn
- information technology
- knowledge sharing
- e government
- decision making
- business intelligence
- quality of service
- database
- e learning
- data mining
- data mining applications
- total cost
- decision support
- data warehouse
- information extraction
- end users
- information quality
- databases