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Customer knowledge management application in Malaysian mobile service providers


Sulaiman, Shamsuddin and Mohd Ariffin, Mohd Khairol Anuar and Esmaeilian, Gholamreza and Faghihi, K. and Baharudin, B. T. Hang Tuah (2011) Customer knowledge management application in Malaysian mobile service providers. Procedia Engineering, 15. pp. 3891-3895. ISSN 1877-7058


In this paper, the aim was to examine the essentially of Customer Knowledge Management (CKM) in Malaysia mobile service providers. In addition, how would customers accept CKM would be discussed. The survey respondents were limited to college students from three main university of Malaysia. It is found in the survey that the current system would not fully satisfy clients, and they need a more enhanced knowledge sharing system. Furthermore, respondents showed their potential and ability to share knowledge through CKM desired channels with mobile service providers to get better and enlarged services.

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Additional Metadata

Item Type: Article
Divisions: Faculty of Engineering
DOI Number: https://doi.org/10.1016/j.proeng.2011.08.728
Publisher: Elsevier
Keywords: Customer knowledge management; Customer relationship management
Depositing User: Muizzudin Kaspol
Date Deposited: 06 Aug 2014 02:37
Last Modified: 12 Feb 2016 03:16
Altmetrics: http://www.altmetric.com/details.php?domain=psasir.upm.edu.my&doi=10.1016/j.proeng.2011.08.728
URI: http://psasir.upm.edu.my/id/eprint/23457
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