TITLE

Customer Knowledge Management Framework in E-commerce

AUTHOR(S)
Hashemi, Novin; Hajiheydari, Nastaran
PUB. DATE
December 2011
SOURCE
International Proceedings of Economics Development & Research;2011, Vol. 25, p129
SOURCE TYPE
Academic Journal
DOC. TYPE
Article
ABSTRACT
This paper aims to present a framework for describing Customer Knowledge Management in online purchase process using two models from literature including consumer online purchase process and ECKM. Since CKM is a recent concept and little empirical research is available, we will first present the theories from which CKM derives. In the first stage we discuss about e-commerce trend and increasing importance of customer loyalty in today's business environment. Then some related concepts about Knowledge Management, Customer Relationship Management and CKM are presented, in order to provide the reader with a better understanding and clear picture regarding CKM. Finally, providing models representing e-CKM and online purchasing process, we propose a comprehensive procedure to manage customer data and knowledge in e-commerce.
ACCESSION #
74273897

 

Share

Read the Article

Courtesy of THE LIBRARY OF VIRGINIA

Sorry, but this item is not currently available from your library.

Try another library?
Sign out of this library

Other Topics