Using knowledge sharing strategies as an external structure to improve CRM : an empirical investigation toward a conceptual framework

Dissertant

Shaqrah, Amin A.

Thesis advisor

al-Khalidi, Firas Muhammad

University

Arab Academy for Financial and Banking Sciences

Faculty

The Faculty of Information Systems and Technology

University Country

Jordan

Degree

Ph.D.

Degree Date

2008

English Abstract

This study proposed three significant contributions to knowledge management (KM) and customer relationship management (CRM) fields.

First, this study investigated major themes impact on sharing customer knowledge.

It proposed a theoretical framework that considering IT infrastructure, knowledge culture and climate, motivations and incentives system, trust and care, and customers experience are constructs affected positively on customer knowledge sharing.

Second, this study explained CRM value strategies (operational excellence, innovation process, and customer intimacy) and examined the key dimensions of CRM harvesting which reflected on the organization overall competitive advantage.

Third, integration framework between customer knowledge sharing (CKS) and customer relationship management value strategies (CRM) to propose a new conceptual framework, customer knowledge sharing management (CKSM).

Customer knowledge sharing management (CKSM) moves beyond KM and CRM strategies to the highest level of customer value creation and competitiveness.

Conceptualize CKSM as a framework guides knowledge from customers to be incorporated by products and \ or services development.

This study provided an empirical investigation framework that identified the detailed dimensions of customer knowledge sharing (CKS), customer relationship management (CRM), and customer knowledge sharing management (CKSM).

To infer of fitting proposed model researcher used structural equation modeling (SEM) that test the hypothetical relationship between the observed variables and their underlying latent construct(s) exists, review the relevant theory and research literature to support model specification are presented and interpreted the results.

The results demonstrated that a higher level of customer knowledge sharing utilization will lead to a higher level of CRM harvesting and organizations performance.

The findings of this study assured that applying IT infrastructure, trust and care, knowledge culture and climate ‘directly’ and applying customer experience, motivations and incentives ‘indirectly’ are effective way of competing and success CRM value strategies in Jordanian insurance companies.

Main Subjects

Business Administration

Topics

• Management
• Knowledge management
• Information technology
• Customer relations
• Intellectual capital
• Organizational learning

No. of Pages

222

Table of Contents

• APA
• MLA
• AMA

Language

English

Data Type

Arab Theses

Record ID

BIM-305319