The Practice of Jordanian Business to Attain Customer Knowledge Acquisition

This paper examines how Jordanian companies use the knowledge process to support Customer Knowledge Acquisition CKA and how they foster it. The empirical study is based on a sample of the data collected from 156 respondents, drawn randomly from three software business solution companies working in the Customer Relationship Management CRM area, and four companies which are employing the CRM system. The results show that the three selected factors need for Customer Knowledge, Verify Customer Source, and Capture Customer Knowledge have a significant impact on customer acquisition. However, the source identification of knowledge is not significant in Jordanian business software environments. The empirical findings will help both researchers and practitioners in future Knowledge Management KM and Customer Acquisition research to gain a better understanding of the knowledge processes about customers on Customer Acquisition. This paper provides a contribution to the literature about Customer Knowledge Acquisition in one of the developing countries as a framework to keep organizations competitive within the global business environment.

[1]  Yogesh Malhotra,et al.  Integrating knowledge management technologies in organizational business processes: getting real time enterprises to deliver real business performance , 2005, J. Knowl. Manag..

[2]  David A. Sewry,et al.  A theoretical framework for knowledge management implementation , 2002 .

[3]  L. Cronbach.  Coefficient alpha and the internal structure of tests , 1951 .

[4]  F. Peter,et al.  THE INFORMATION EXECUTIVES TRULY NEED , 1992 .

[5]  Joost Wouters,et al.  A relationship-management assessment tool: questioning, identifying, and prioritizing critical aspects of customer relationships , 2006 .

[6]  Lutz Kolbe,et al.  Knowledge Management Capabilities in CRM: Making Knowledge For, From, and About Customers Work , 2005, AMCIS.

[7]  Haroun Alryalat,et al.  Towards Customer Knowledge Relationship Management: Integrating Knowledge Management and Customer Relationship Management Process , 2008, J. Inf. Knowl. Manag..

[8]  Dorothy E. Leidner,et al.  Review: Knowledge Management and Knowledge Management Systems: Conceptual Foundations and Research Issues , 2001, MIS Q..

[9]  Binshan Lin,et al.  Leveraging the work force using information technology: a financial service case study , 2004 .

[10]  H. Bernard.  Research Methods in Cultural Anthropology , 1988 .

[11]  Thomas S. Gruca,et al.  Reducing Adverse Selection through Customer Relationship Management , 2005 .

[12]  C. Fornell,et al.  Why Do Customer Relationship Management Applications Affect Customer Satisfaction? , 2005 .

[13]  Sheryl Buckley,et al.  Knowledge Management Innovations for Interdisciplinary Education: Organizational Applications , 2012 .

[14]  Kathleen Shearer,et al.  Understanding knowledge management and information management: the need for an empirical perspective , 2002, Inf. Res..

[15]  Nassim Belbaly,et al.  An Empirical Investigation of the Customer Knowledge Creation Impact on NPD Performance , 2007, 2007 40th Annual Hawaii International Conference on System Sciences (HICSS'07).

[16]  Yichen Lin,et al.  A knowledge-enabled procedure for customer relationship management , 2006 .

[17]  L. Pereira,et al.  International Journal of Knowledge-Based Organizations , 2011 .

[18]  Zhaohao Sun,et al.  HSM: a hierarchical spiral model for knowledge management , 2006 .

[19]  Dieter Fensel,et al.  H-Techsight - a Next Generation Knowledge Management Platform , 2004, J. Inf. Knowl. Manag..

[20]  A. Croteau,et al.  Critical Success Factors of CRM Technological Initiatives , 2009 .

[21]  Lutz Kolbe,et al.  Improving performance of customer-processes with knowledge management , 2005, Bus. Process. Manag. J..

[22]  Dorothy E. Leidner,et al.  Review: A Review of Culture in Information Systems Research: Toward a Theory of Information Technology Culture Conflict , 2006, MIS Q..

[23]  Richard A. Lancioni,et al.  Managing knowledge in industrial markets: New dimensions and challenges , 2009 .

[24]  Haroun Alryalat,et al.  The Outcome of Knowledge Process for Customer of Jordanian Companies on the Achievement of Customer Knowledge Retention , 2010, Int. J. Knowl. Manag..

[25]  John Walton,et al.  Gaining customer knowledge through analytical CRM , 2005, Ind. Manag. Data Syst..

[26]  Helmut Krcmar,et al.  A strategy for knowledge management , 2007, J. Knowl. Manag..

[27]  Mihir A. Parikh,et al.  Knowledge Management Framework for High-Tech Research and Development , 2001 .

[28]  J. V. Maanen.  Tales of the Field: On Writing Ethnography , 1989 .

[29]  Rusli Abdullah,et al.  A Framework For Knowledge Management System Implementation In Collaborative Environment For Higher Learning Institution , 2005 .

[30]  G. E. Gorman.  Encyclopedia of Knowledge Management (2nd ed.) , 2012 .

[31]  Joanna Moczydlowska,et al.  Organizational Knowledge Measurement , 2007, 6th International Conference on Computer Information Systems and Industrial Management Applications (CISIM'07).

[32]  Murray E. Jennex.  Knowledge Management: Concepts, Methodologies, Tools and Applications , 2007 .

[33]  Ely Laureano Paiva,et al.  Focusing information in manufacturing: a knowledge management perspective , 2002, Ind. Manag. Data Syst..

[34]  William S. Kaplan,et al.  KM: from concept to theory to practice , 2007 .

[35]  Mark W. Salisbury,et al.  A Framework for Managing the Life Cycle of Knowledge in Organizations , 2009, Int. J. Knowl. Manag..

[36]  Rosalie J. Ocker,et al.  Assessing the readiness of firms for CRM: a literature review and research model , 2003, 36th Annual Hawaii International Conference on System Sciences, 2003. Proceedings of the.

[37]  Lutz Kolbe,et al.  Architecture for Customer Relationship Management Approaches in Financial Services , 2005, Proceedings of the 38th Annual Hawaii International Conference on System Sciences.

[38]  Antony Satyadas,et al.  Knowledge management tutorial: an editorial overview , 2001, IEEE Trans. Syst. Man Cybern. Part C.

[39]  Kathleen Greenaway,et al.  Taking Charities Seriously: A Call for Focused Knowledge Management Research , 2010, Int. J. Knowl. Manag..

[40]  H. Wilson,et al.  Factors for Success in Customer Relationship Management (CRM) Systems , 2002 .

[41]  Stan Oliver,et al.  How to develop knowledge culture in organizations? A multiple case study of large distributed organizations , 2006, J. Knowl. Manag..

[42]  Graeme G. Shanks,et al.  The role of knowledge management in moving to a customer-focused organisation , 2001, ECIS.

[43]  M. Saren,et al.  Competitive advantage, knowledge and relationship marketing: where, what and how? , 2004 .

[44]  Maria R. Lee,et al.  Amalgamating Ontological Modeling with Bluetooth Service Discovery , 2004 .

[45]  I. Nonaka,et al.  The Concept of “Ba”: Building a Foundation for Knowledge Creation , 1998 .

[46]  Murray E. Jennex,et al.  Towards a consensus knowledge management success definition , 2009 .

[47]  Alfred O. Lewis,et al.  Achieving Strategic Advantage and Organizational Legitimacy for Small and Medium Sized NFPs through the Implementation of Knowledge Management , 2008 .

[48]  R. M. Chandrasekaran,et al.  A Hybrid Multilayer Perceptron Neural Network for Direct Marketing , 2012, Int. J. Knowl. Based Organ..

[49]  M. Jennex.  Knowledge Management in Modern Organizations , 2006 .

[50]  Ricardo Colomo-Palacios,et al.  Using Ontologies in Drug Prescription: The SemMed Approach , 2011 .

[51]  Tom Freeman.  Assessing the innovation capacity of the consortium: an evaluation of the CAM-I cost management systems program , 1999, J. Knowl. Manag..

[52]  Miltiadis D. Lytras,et al.  Knowledge management convergence - expanding learning frontiers , 2002, J. Knowl. Manag..

[53]  W. Johnston,et al.  An Evaluation of Divergent Perspectives on Customer Relationship Management: Towards a Common Understanding of an Emerging Phenomenon , 2004 .

[54]  Minna Rollins,et al.  Customer Knowledge Management Competence: Towards a Theoretical Framework , 2005, Proceedings of the 38th Annual Hawaii International Conference on System Sciences.

[55]  Lutz Kolbe,et al.  Towards Customer Knowledge Management: Integrating Customer Relationship Management and Knowledge Management Concepts , 2002 .

[56]  Hong-Mei Chen,et al.  Exploring the success factors of eCRM strategies in practice , 2004 .

[57]  El-Sayed Abou-Zeid,et al.  Knowledge Management and Business Strategies: Theoretical Frameworks and Empirical Research , 2007 .

[58]  R. Sitgreaves.  Psychometric theory (2nd ed.). , 1979 .

[59]  Jennifer Rowley,et al.  Partnering paradigms? Knowledge management and relationship marketing , 2004, Ind. Manag. Data Syst..

[60]  J. Rowley.  Customer knowledge management or consumer surveillance , 2005 .