Customer knowledge management application in Malaysian mobile service providers

Citation

Sulaiman, Shamsudin and Mohd Ariffin, Mohd Khairol Anuar and Esmaeilian, Gholam Reza 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

Abstract

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; Mobile service providers; Malaysia
Depositing User:	Mohd Noor Ismail
Date Deposited:	03 May 2016 05:23
Last Modified:	03 May 2016 05:23
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/42929
Statistic Details:	View Download Statistic

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