A Knowledge Management Approach to Marketing and the Advent of Customer Knowledge Management

A Knowledge Management Approach to Marketing and the Advent of Customer Knowledge Management

Author: 
Mjahed, Samiha
Place: 
Hershey, PA
Publisher: 
IGI Global
Date published: 
2011
Record type: 
Responsibility: 
Triki, Abdelfattah, jt. author
Editor: 
Al-Shammari, Minwir
Journal Title: 
Customer-Centric Knowledge Management
Source: 
Customer-Centric Knowledge Management
Abstract: 

This chapter is intended to give an overview of knowledge management (KM), and to explore its extension to the marketing discipline. It is basically aimed to set the stage for the conceptualisation of knowledge-based complaint management rather than to provide a thorough and exhaustive literature review of the KM theory per se. Therefore the contribution of the chapter in hand lies in the fact that it integrates the concept of customer knowledge in the field of complaint management.

Series: 
Advances in Knowledge Acquisition, Transfer, and Management

CITATION: Mjahed, Samiha. A Knowledge Management Approach to Marketing and the Advent of Customer Knowledge Management edited by Al-Shammari, Minwir . Hershey, PA : IGI Global , 2011. Customer-Centric Knowledge Management - Available at: http://library.au.int/knowledge-management-approach-marketing-and-advent-customer-knowledge-management