Toward e-knowledge based complaint management
المؤلفون المشاركون
Mujahid, Samihah
Turki, Abd al-Fattah
المصدر
International Arab Journal of E-Technology
العدد
المجلد 1، العدد 1 (31 يناير/كانون الثاني 2009)15ص.
الناشر
تاريخ النشر
2009-01-31
دولة النشر
الأردن
عدد الصفحات
15
التخصصات الرئيسية
تكنولوجيا المعلومات وعلم الحاسوب
الموضوعات
الملخص EN
Service failure and recovery is a well-established area of services research.
Research has shown that service recovery is critically important from a managerial perspective in terms of maintaining customer relationships.
Yet few firms excel at handling service failures.
There is a growing number of managers who claim that customers tend to be dissatisfied with their service recovery effort.
Their employees cannot improve service processes when they experience recovery situations and their companies still do not learn from service failure.
[19] attribute the service recovery ineffectiveness to the competing interests of managing employees, customers and processes.
We agree with their contention that to address these criticisms, complaint management must acknowledge and find new approaches to achieve consistency and to correct the misalignment of interests that can exist between the actions of the organisation and the needs of its customers and employees.
We believe that search in the customer knowledge management literature represents one effective means to enhance a firm ability to implement a cohesive service recovery strategy.
A comprehensive based knowledge creation system framework where the Socialization, Externalization, Combination and Internalization (SECI) modes, and various ‘ba’ proposed by Nonaka and Konno are introduced for complaint management.
Empirical research, involving a case study is presented to illustrate the proposed framework.
This framework is believed to pave the way for e-knowledge based complaint management
نمط استشهاد جمعية علماء النفس الأمريكية (APA)
Mujahid, Samihah& Turki, Abd al-Fattah. 2009. Toward e-knowledge based complaint management. International Arab Journal of E-Technology،Vol. 1, no. 1.
https://search.emarefa.net/detail/BIM-38740
نمط استشهاد الجمعية الأمريكية للغات الحديثة (MLA)
Mujahid, Samihah& Turki, Abd al-Fattah. Toward e-knowledge based complaint management. International Arab Journal of E-Technology Vol. 1, no. 1 (Jan. 2009).
https://search.emarefa.net/detail/BIM-38740
نمط استشهاد الجمعية الطبية الأمريكية (AMA)
Mujahid, Samihah& Turki, Abd al-Fattah. Toward e-knowledge based complaint management. International Arab Journal of E-Technology. 2009. Vol. 1, no. 1.
https://search.emarefa.net/detail/BIM-38740
نوع البيانات
مقالات
لغة النص
الإنجليزية
الملاحظات
Includes bibliographical references
رقم السجل
BIM-38740
قاعدة معامل التأثير والاستشهادات المرجعية العربي "ارسيف Arcif"
أضخم قاعدة بيانات عربية للاستشهادات المرجعية للمجلات العلمية المحكمة الصادرة في العالم العربي
تقوم هذه الخدمة بالتحقق من التشابه أو الانتحال في الأبحاث والمقالات العلمية والأطروحات الجامعية والكتب والأبحاث باللغة العربية، وتحديد درجة التشابه أو أصالة الأعمال البحثية وحماية ملكيتها الفكرية. تعرف اكثر